PENERAPAN EMOTIONAL LABOR DALAM KONTEKS PEKERJA GENERASI Z: SEBUAH PENDEKATAN FENOMENOLOGIS

I Gusti Ayu Wirati Adriati; Victor Joshua Nugroho; I Putu Dharmawan Pradhana

Authors

I Gusti Ayu Wirati Adriati Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Pendidikan Nasional, Denpasar
Victor Joshua Nugroho Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Pendidikan Nasional, Denpasar
I Putu Dharmawan Pradhana Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Pendidikan Nasional, Denpasar

Keywords:

Generation Z, work stress, emotional labor

Abstract

This study examines the implementation of Emotional Labor among Generation Z workers, focusing on the emotional challenges they face in the workplace, especially in coffee shops. Generation Z, an innovative but stress-prone generation, is often exposed to pressure from personal problems that can affect their performance. This study explores workers' experiences in managing emotions amid high work demands through a phenomenological approach. Data were obtained through interviews with employees and managers from various coffee shops and psychology practitioners. The study results indicate that the ability to control emotions and implement effective coping strategies is essential for Gen Z workers in maintaining work performance. In addition, support from management in creating a positive work environment and emotional skills training programs are needed to help them overcome existing challenges. These findings provide new insights into the importance of managing Emotional Labor in the workplace and implications for developing better human resource policies that can support employee mental health and performance in the modern era.

References

Achmadi, A. (2021). Stres kerja dan cybeloafing pada generasi Y dan Z: Peran usia dan status pernikahan sebagai boundary condition. Jurnal Manajemen Strategi Dan Aplikasi Bisnis, 4(2),461–470. https://doi.org/10.36407/jmsab.v4i2.371

Barnes et al. (2016). National Aeronautics and Space Administration National Aeronautics and Space Administration Goddard Institute for Space Studies. Isentropic Transport and the Seasonal Cycle Amplitude of CO2. J. Geophys. https://doi.org/10.1002/2016JD025109

Crawford, E. R., LePine, J. A., & Rich, B. L. (2010). Linking job demands and resources to employee engagement and burnout: A theoretical extension and meta-analytic test. Journal of Applied Psychology. https://doi.org/https://doi.org/10.1037/a0019364

Gosserand, R. H., & Diefendorff, J. M. (2005). Emotional Display Rules and Emotional Labor: The Moderating Role of Commitment. Journal of Applied Psychology. https://doi.org/https://doi.org/10.1037/0021-9010.90.6.1256

Grande, T., Bernasconi, A., Erhart, A., Gamboa, D., Casapia, M., Delgado, C., Torres, K., Fanello, C., Llanos-Cuentas, A., & D’Alessandro, U. (2007). A Randomised Controlled Trial to Assess the Efficacy of Dihydroartemisinin- Piperaquine for the Treatment of Uncomplicated Falciparum Malaria in Peru. Journal.Pone.0001101, 2(10), e1101. https://doi.org/https://doi.org/10.1371

Hülsheger, U. R., & Schewe, A. F. (2011). On the costs and benefits of emotional labor: A meta-analysis of three decades of research. Journal of Occupational Health Psychology. https://doi.org/https://doi.org/10.1037/a0022876

Koesindratmono, F., & Septarini, B. G. (2011). H. (2011). ubungan antara masa kerja dengan pemberdayaan psikologis pada karyawan PT. Perkebunan Nusantara X (Persero). Jurnal INSAN , 13 (1), 50 – 57.

Lee, L., & Madera, J. M. (2019). Faking it or feeling it. International Journal of Contemporary Hospitality Management, 31(4), 1744–1762. https://doi.org/10.1108/ijchm-05-2018-0405

McKinsey. (2022). Bagaimana Gen Z melihat tempatnya di dunia kerja? Dengan gentar. https://www.mckinsey.com/featured-insights/sustainable-inclusive- growth/future-of-america/how-does-gen-z-see-its-place-in-the-working- world-with-trepidation

Noeary, S. A., Purnomo, A. K., & Waruwu, F. (2020). Kepuasan kerja sebagai variabel mediasi pada pengaruh stres kerja terhadap niat keluar. Jurnal Manajemen Maranatha, 20(1), 31–40. https://doi.org/10.28932/jmm.v20i1.2752

Prisillya, T., & Turangan, J. A. (2020). Pengaruh Kepuasan Kerja, Stres Kerja, Dan Lingkungan Kerja Terhadap Niat Untuk Berpindah. Jurnal Manajerial Dan Kewirausahaan, 1(2), 105–112.

Ratih Prihatina. (2022). Mengenal Istilah Strawberry generation mengubah generasi rapuh menjadi generasi tangguh. https://www.djkn.kemenkeu.go.id/kpknl-pekalongan/baca- artikel/14811/Generasi-Strawberry-Generasi-Kreatif-Nan-Rapuh-dan-Peran- Mereka-Di-Dunia-Kerja-Saat-Ini.html

Saepudin, D., Sugito, & Jayadi. (2022). Penggolongan Generasi sebagai Pemoderasi Lingkungan Kerja , Kepemimpinan dan Beban Kerja terhadap Loyalitas Karyawan Pendahuluan. MASTER: Jurnal Manajemen Strategik Kewirausahaan, 2(2), 155–166.

Sarafino, E. P., & Timothy. (2012). Health psychology: Biopsychosocial interactions, seventh edition. John Wiley & Sons, Inc., Hoboken.

Sugiyanto, E. P., & Mulyono. (2022). Pengaruh Terapi Bermain Game Online Terhadap Tingkat Stres Anak Usia Dini . Jurnal Ilmu Keperawatan Jiwa, 5(9), 1689–1699.

Takaheghesang, H., L., & g, V. P. K., & Sendow, G. M. (2017). Analisis Pengaruh Kepuasan Kerja, Komitmen Kerja, Pemberdayaan Psikologis Dan Kepemimpinan Transformasional Terhadap Organizational Citizenship Behavior (Ocb) Pada Karyawan PT Jasa Raharja (Persero) Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi.

Tuffour, I. (2017). A Critical Overview of Interpretative Phenomenological Analysis: A Contemporary Qualitative Research Approach. Journal of Healthcare Communications, 02(04), 1–5. https://doi.org/10.4172/2472-1654.100093

Weaver, A. D., Allen, J. A., & Erks Byrne, R. (2019). Coping with emotional labor: an intervention study. Management Research Review, 42(9), 1033–1048. https://doi.org/10.1108/MRR-07-2018-0259

Achmadi, A. (2021). Stres kerja dan cybeloafing pada generasi Y dan Z: Peran usia dan status pernikahan sebagai boundary condition. Jurnal Manajemen Strategi Dan Aplikasi Bisnis, 4(2), 461–470. https://doi.org/10.36407/jmsab.v4i2.371

Ayu Diah Callista. (2023). Gen Z adalah Generasi Paling Stres di Tempat Kerja?

https://www.akseleran.co.id/blog/gen-z-paling-stres-di-tempat-kerja/

Barage, P., & Sudarusman, E. (2022). PENGARUH WORK-LIFE BALANCE, STRES KERJA, DAN KEPUASAN KERJA TERHADAP TURNOVER INTENTION (STUDI PADA PEKERJA GENERASI MILENIAL DI

YOGYAKARTA). Cakrawangsa Bisnis, 3(1), 81–96.

Barnes et al. (2016). National Aeronautics and Space Administration National Aeronautics and Space Administration Goddard Institute for Space Studies. Isentropic Transport and the Seasonal Cycle Amplitude of CO2. J. Geophys. https://doi.org/10.1002/2016JD025109

Crawford, E. R., LePine, J. A., & Rich, B. L. (2010). Linking job demands and resources to employee engagement and burnout: A theoretical extension and meta-analytic test. Journal of Applied Psychology. https://doi.org/https://doi.org/10.1037/a0019364

Gosserand, R. H., & Diefendorff, J. M. (2005). Emotional Display Rules and Emotional Labor: The Moderating Role of Commitment. Journal of Applied Psychology. https://doi.org/https://doi.org/10.1037/0021-9010.90.6.1256

Grande, T., Bernasconi, A., Erhart, A., Gamboa, D., Casapia, M., Delgado, C., Torres, K., Fanello, C., Llanos-Cuentas, A., & D’Alessandro, U. (2007). A Randomised Controlled Trial to Assess the Efficacy of Dihydroartemisinin- Piperaquine for the Treatment of Uncomplicated Falciparum Malaria in Peru. Journal.Pone.0001101, 2(10), e1101. https://doi.org/https://doi.org/10.1371

Hülsheger, U. R., & Schewe, A. F. (2011). On the costs and benefits of emotional labor: A meta-analysis of three decades of research. Journal of Occupational Health Psychology. https://doi.org/https://doi.org/10.1037/a0022876

I Putu Dharmawan Pradhana, Luh Putu Sri Devi Mahayuni, Putu Yoga Purnama Wijaya, Putu Adi Saskara Putra, & Ni Ketut Arniti. (2024). HARUSKAH AKU TETAP BERTAHAN? STUDI FENOMENOLOGI TERKAIT KECENDERUNGAN TURNOVER INTENTION PADA GENERASI Z. Juremi: Jurnal Riset Ekonomi, 4(3), 807–816. Retrieved from https://bajangjournal.com/index.php/Juremi/article/view/9032