The Effect of Emotional Labor and Emotional Exhaustion on Turnover Intention, Mediated by Job Satisfaction in the Healthcare Sector in Ubud, Bali
DOI:
https://doi.org/10.38043/jiab.v11i1.7703Keywords:
Emotional Labor, Emotional Exhaustion, Job Satisfaction, Turnover IntentionAbstract
Hospitals are service-oriented industries that involve intensive interaction between staff and patients. Emotional exhaustion resulting from the demands of constant interaction can reduce organisational commitment, which in turn drives staff to consider leaving their jobs. This study aims to analyse the influence of Emotional Labour and Emotional Exhaustion on Turnover Intention, with Job Satisfaction acting as a mediating variable. The method used in this study is quantitative, employing SEM-PLS data analysis. The study sample comprised 107 respondents, consisting entirely of non-medical staff. Data collection utilised a questionnaire distributed via Google Forms. The results of this study indicate that job satisfaction is the key factor in explaining the relationship between Emotional Labour, Emotional Exhaustion, and Turnover Intention. Job satisfaction is a factor contributing to high turnover intentions in healthcare organisations operating in the service sector, such as hospitals. The practical implications of these findings can be utilised by healthcare organisations in hospital management to formulate more effective employee retention strategies.
Downloads
References
Ayuningtyas, F. D., & Wibowo, I. (2024). Analisis kinerja pelayanan tenaga medis terhadap pasien BPJS di Rumah Sakit Muhammadiyah Kota Bandung. Jurnal Ekonomi, Manajemen, dan Akuntansi, 10(4), 1–15.
Bella, A. R., Herni Johan, & Nurhasanah. (2025). Jurnal E-Bis: Ekonomi Bisnis. Kualitas Sumber Daya
Manusia Terhadap Mutu Pelayanan di Rumah Sakit Siaga Al Munawwarah Samarinda, Vol. 9 No.1 (2025) pp.364-376, 14. 10.37339/e-bis.v9i1.2300
Bolanle Ogungbamila, Balogun, A. G., Adepeju Ogungbamila, & Oladele, R. S. (2024). Mediterranean Journal
of Social Sciences. Job Stress, Emotional Labor, and Emotional Intelligence as Predictors of Turnover Intention: Evidence from Two Service Occupations, Vol 5 No 6 2024. 10.5901/mjss.2014.v5n6p351
Christina Maslach, & Jackson, S. E. (1981). Journal of Occupational Behavior. The Measurement of
Experienced Burnout, Vol. 2, No. 2, 99-113. 10.1002/job.4030020205
Friska, I. A., & Sandroto, C. W. (2025). Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan
Publik. Peran Mediasi Job Satisfaction Dalam Pengaruh Work Life Balance Terhadap Turnover Intention, Volume 12 Nomor 4, 2025, 13. https://doi.org/10.37606/publik.v12i4.1914
Furi Riswanto. (2022). Universitas Putra Bangsa. Pengaruh Emotional Labor, Burnout dan Kepuasan Kerja
Terhadap Turnover Intention (Studi Pada Karyawan Marketing Bank Jateng Kebumen). http://eprints.universitasputrabangsa.ac.id/id/eprint/1188
Grandey, A. A. (2013). Journal of Occupational Health Psychology. Emotional Regulation in the Workplace: A
New Way to Conceptualize Emotional Labor, Vol. 18, No. 2, 148-163. 10.1037/a0032095
Hair, J., Hair, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2024). Advanced Issues in Partial Least
Squares Structural Equation Modeling. SAGE Publications, Incorporated.
Jörg Henseler, Ringle, C. M., & Marko Sarstedt. (2015). A New Criterion for Assessing Discriminant Validity in
Variance-Based Structural Equation Modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. doi.org/10.1007/s11747-014-0403-8
Hochschild. (2012). The managed heart: The commercialization of human feeling. Univ. of California Press.
Inge Houkes, M., P. P., Janssen, Jonge, J. D., & Bakker, A. B. (n.d.). Journal of Occupational and Organizational
Psychology. Specific determinants of intrinsic work motivation, emotional exhaustion and turnover intention: A multisample longitudinal study, 76(4), 427-450. 10.1348/096317903322591578
Jamaluddin, T. N., Haerani Nur, & Istiqamah, H. N. (2023). PESHUM : Jurnal Pendidikan, Sosial dan
Humaniora. Perbedaan Strategi Emotional Labor Terhadap Kepuasan Kerja Pada Customer Service Bank, Vol.2, No.4, Juni 2023, 12. https://pdfs.semanticscholar.org/a626/1d9b940d7086fe398a58ea90c9727182c12a.pdf
Jimmy Susilo, & Honor Satrya, I. G. B. (2019). E-Jurnal Manajemen. Pengaruh Kepuasan Kerja Terhadap
Turnover Intention Yang Di Mediasi Oleh Komitmen Organisasional Karyawan Kontrak, Vol. 8, No. 6, 2019, 21. https://doi.org/10.24843
Kusuma, S. I., & Dewi Syarifah. (2020). Pengaruh Emotional Labor Dan Modal Psikologis Terhadap Kepuasan
Kerja Pada Frontline Employee Di Bidang Perhotelan.
Lestari, A. P., Rimba Putri, I. R., & Sarwadhamana, R. J. (2022). Indonesian Journal of Hospital Administration.
Beban Kerja di Unit Administrasi Rumah Sakit Hasanuddin Damrah Manna, Vol. 5, No. 2, 2022: 77-84, 8. 10.21297ijhaa.2022.5(2).77-84
Mobley, W. H. (1978). Intermediate linkages in the relationship between job satisfaction and employee turnover.
Journal of Applied Psychology.
Muhammad Akmal, & Septiadi Wirawan. (2025). Jurnal Mahasiswa Administrasi Publik Dan Administrasi
Bisnis. Pengaruh Kepuasan Kerja Terhadap Turnover Intention Karyawan PT Air Minum Tabalong Bersinar (PERSERODA), Volume 8 Nomor 1, 2025. https://doi.org/10.35722/japb.v8i1.1223
Nathaniel Clement. (2023). International Journal of Application on Economics and Business (IJAEB).
ANALYSIS OF EMOTIONAL EXHAUSTION THROUGH DOWNSIZING WITH JOB SATISFACTION AS MEDIATION, Volume 1, Issue 4, 2023, 10. 10.24912/ijaeb.v1i4.2694-2703
Nil Konyalilar, & Ali Halici. (2025). International Journal of Contemporary Economics and Administrative
Sciences. The Effect of Emotional Exhaustion and Emotional Labor on Cargo Employees' Turnover Intentions and Job Satisfaction, Volume: XV, Issue: 1, Year: 2025, 17. 10.5281/zenodo.16477381
Rahmawati, L. B., & Muhdiyanto. (2019). Prosiding 2nd Business and Economics Conference In Utilizing of
Modern Technology. Pengaruh Emotional Exhaustion Dan Konflik Peran Terhadap Turnover Intention Yang Dimediasi Dengan Stres Kerja, 20. https://journal.unimma.ac.id
Renita Dewi, & Endang Parahyanti. (2022). Jurnal Psikologi Integratif. Emotional exhaustionsebagai Mediator
antara Emotional labordan Job satisfactionPada Karyawan Sales Ritel, Vol.10, No.2, 2022, 22. https://doi.org/10.14421/jpsi.v10i2.2262
Salimatus Saadah, & Antin Rakhmawati. (2025). Jurnal ekonomi, keuangan dan bisnis syariah. Pengaruh
Emotional Exhaustion And Employee Engagement Terhadap Turnover Intention Dengan Job Satisfaction Sebagai Variabel Mediasi: Studi pada Karyawan Generasi Z di Jawa Timur, Volume7 Nomor7 (2025), 14. 10.47467/alkaraj.v7i7.9130
Sri Hartini, Grace Sherly, Thalia, Vivian Wijaya, & Fernando Felix. (2022). Cakrawala Repositori. Hubungan
Emotional Labor Dengan Burnout Pada Frontliner Bank Swasta di Kota Medan, Volume 5, Nomor 2, Desember 2022, 16. https://doi.org/10.52851/cakrawala.v5i2.152
Sri Hartini, Vera Agusriani, Rahma, N. P., & Panjaitan, D. M. (2023). Jurnal Dunia Pendidikan. Turnover
Intention Ditinjau dari Emotional Labor dan Burnout Pada Karyawan di Perusahaan X, Volume 4Nomor 1November 2023, 16. https://doi.org/10.55081/jurdip.v4i1.1296
Tett, R. P., & Meyer, J. P. (1993). Jurnal: Personnel Psychology. Job satisfaction, organizational commitment,
turnover intention, and turnover: Path analyses based on meta-analytic findings, Volume 46, Issue 2, 1993. 10.1111/j.1744-6570.1993.tb00874.x
Yuliastini, N. M. D., & Putra, M. S. (2025). E-Jurnal Manajemen. Pengaruh Kelelahan Emosional Terhadap
Kepuasan Kerja Guru SMK Di Denpasar, Vol 4 No 4 (2025). https://ojs.unud.ac.id/index.php/manajemen/article/view/11496
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 I Gusti Ayu Agung Silvia Wulan Dewi, Liem Bambang Sugiyanto, Fahrul Riza, Romauli Nainggolan, Ida Bagus Gde Agung Yoga Pramana
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
