Arvinsyah, Fadli Zikri (2026) Pengaruh Beban Kerja dan Emotional Labor Terhadap Kinerja Karyawan Coffee Shop di Kota Mojokerto. Undergraduate thesis, UPN "Veteran" Jawa Timur.
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Abstract
Employees of non-franchise coffee shops in Mojokerto City face increasing work demands and challenges in managing emotions while maintaining service performance, particularly during busy operating periods. Centered on 54 employees across four non-franchise coffee shops in Mojokerto City, this study investigated the distinct impacts of Workload and Emotional Labor on Employee Performance to resolve inconsistent findings in prior literature. Employing a quantitative explanatory approach, questionnaire data were analyzed through Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. Results confirmed that Employee Performance is significantly and negatively affected by Workload, but significantly and positively driven by Emotional Labor. Consequently, the study reinforces the Job Demands–Resources perspective by highlighting that excessive operational burdens diminish employee output, whereas effective emotional regulation serves as a supportive resource in hospitality settings. Keywords: Workload; Emotional Labor; Employee Performance; Coffee Shop
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | H Social Sciences > HC Economics | ||||||||||||
| Divisions: | Faculty of Economic and Business > Departement of Economics | ||||||||||||
| Depositing User: | Fadli Zikri Arvinsyah | ||||||||||||
| Date Deposited: | 22 Oct 2026 08:18 | ||||||||||||
| Last Modified: | 23 Oct 2026 03:08 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/61115 |
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