Stress Kerja: Analisis Anteseden Terhadap Kualitas Pelayanan Karyawan Hotel di Jember
Abstract
Penelitian ini akan membahas tentang Stress Kerja: Analisis Anteseden Terhadap Kualitas Pelayanan Karyawan Hotel Di Jember. Sehingga melalui penelitian ini dapat memberikan sumbangan pemikiran kepada asosiasi persatuan hotel dan restoran Jember dan lebih khusus kepada pelaku usaha jasa perhotelan sebagai acuan dalam mengambil kebijakan dalam menyusun strategi penanganan stress kerja sebagai faktor pengaruhnya. Penelitian ini bertujuan untuk analisis anteseden stres kerja terhadap kualitas pelayanan karyawan hotel di Jember. Data dianalisis dengan regrasi linear berganda dengan uji parsial dan simultan. Hasil penelitian ini menunjukkan bahwa secara parsial variabel Stressor Ekstraorganisasi, variabel Stressor organisasi, variabel Stressor Kelompok mempunyai pengaruh tetapi tidak signifikan terhadap Kualitas pelayanan, sedangkan variabel stressor individu mempunyai pengaruh signifikan terhadap Kualitas pelayanan, secara simultan atau bersama-sama variabel Stressor Ekstraorganisasi, Stressor organisasi, Stressor Kelompok, stressor individu mempunyai pengaruh yang signifikan terhadap variabel kualitas pelayananhotel di Jember
References
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Kim, L., & Yeo, S. F. (2024). How stress and satisfaction influence customer service quality in banking industry. Heliyon, 10(11). https://doi.org/10.1016/j.heliyon.2024.e32604
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Nwaeze, G. (2022). NFTs and Metaverse: Exploring the Challenges and Prospects for IP Lawyers in the Digitalized World. SSRN Electronic Journal, 7. https://doi.org/10.2139/ssrn.4198128
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Pincherle, D. G. (1972). Fitness for Work: Assessment of the Relationship between Stress and Work Performance. In Section of Medicine with Section of Occupational Medicine (Vol. 65, Issue April, pp. 321–324). Sage Journals. https://doi.org/https://doi.org/10.1177/003591577206500403
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Rizkie, N., Ani, H. M., & Hartanto, W. (2019). Pengaruh Motivasi Kerja Dan Pengalaman Kerja Terhadap Produktivitas Tenaga Kerja Pengrajin Kuningan Di Kecamatan Tapen Kabupaten Bondowoso. {JURNAL} {PENDIDIKAN} {EKONOMI}: Jurnal Ilmiah Ilmu Pendidikan, Ilmu Ekonomi Dan Ilmu Sosial, 13(1), 42. https://doi.org/10.19184/jpe.v13i1.10419
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Robbins, S. P., & Judge, T. A. (2020). Organizational Behavior (18th ed.). Pearson+.
Shahu, R., & Gole, S. V. (2008). Effect of Job Stress and Job Satisfaction onPerformance: An Empirical Study. AIMS International, 2(3), 237–246.
Sugiyono. (2022). Metode Penelitian Kuantitatif (26th ed.). Alfabeta.
Tewal, B., Asolfina, Pandowo, M. J. C., & Tawas, H. N. (2017). Perilaku organisai. Patra Media Grafindo.
Timms, C., Brough, P., O’Driscoll, M., Kalliath, T., Siu, O. L., Sit, C., & Lo, D. (2015). Flexible work arrangements, work engagement, turnover intentions and psychological health. Asia Pacific Journal of Human Resources, 53(1), 83–103. https://doi.org/https://doi.org/10.1111/1744-7941.12030
Toker, M. A. S., & Güler, N. (2022). General mental state and quality of working life of call center employees. Archives of Environmental & Occupational Health, 77(8), 628–635. https://doi.org/10.1080/19338244.2021.1986462
Varghese, L. S., Rogers, A. P., Finkelstein, L., & Barber, L. K. (2020). Examining mentors as buffers of burnout for employees high in neuroticism. Human Resource Development Quarterly, 31(3), 281–300. https://doi.org/https://doi.org/10.1002/hrdq.21390
Wang, H. M., Ma, A. L., & Guo, T. T. (2020). Gender Concept, Work Pressure, and Work–Family Conflict. American Journal of Men’s Health, 14(5), 1557–9883. https://doi.org/10.1177/1557988320957522
Yusriani, S., Nurbaeti, N., & Patiro, S. P. S. (2024). Understanding and Managing Job Stress in the Service Sector: A Literature Review. International Journal of Business, Management, and Economics, 5(2), 187 – 196. https://doi.org/10.47747/ijbme.v5i2.1774
Zheng, Q., Zhou, H., Li, K., Liu, Y., Nan, W., & Gong, J. (2024). The effectiveness of mindfulness-based intervention for psychological distress and emotion regulation in college students with non-suicidal self-injury. Applied Psychology: Health and Well-Being, 16(4), 2083–2098. https://doi.org/https://doi.org/10.1111/aphw.12580
Annarelli, A., Battistella, C., & Nonino, F. (2020). A Framework to Evaluate the Effects of Organizational Resilience on Service Quality. In Sustainability (Vol. 12, Issue 3). https://doi.org/10.3390/su12030958
Anton, C., & Shikov, A. (2018). The method of personalized corporate e-learning based on personal traits of employees. Procedia Computer Science, 136, 511–521. https://doi.org/https://doi.org/10.1016/j.procs.2018.08.253
Busch, I. M., Moretti, F., Mazzi, M., Wu, A. W., & Rimondini, M. (2021). What We Have Learned from Two Decades of Epidemics and Pandemics: A Systematic Review and Meta-Analysis of the Psychological Burden of Frontline Healthcare Workers. Psychotherapy and Psychosomatics, 90(3), 178–190. https://doi.org/10.1159/000513733
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Carr, A., Cullen, K., Keeney, C., Canning, C., Mooney, O., Chinseallaigh, E., & O’Dowd, A. (2021). Effectiveness of positive psychology interventions: a systematic review and meta-analysis. The Journal of Positive Psychology, 16(6), 749–769. https://doi.org/10.1080/17439760.2020.1818807
Chicu, D., Pàmies, M. del M., Ryan, G., & Cross, C. (2019). Exploring the influence of the human factor on customer satisfaction in call centres. BRQ Business Research Quarterly, 22(2), 83–95. https://doi.org/https://doi.org/10.1016/j.brq.2018.08.004
Demirović Bajrami, D., Petrović, M. D., Sekulić, D., Radovanović, M. M., Blešić, I., Vuksanović, N., Cimbaljević, M., & Tretiakova, T. N. (2022). Significance of the Work Environment and Personal Resources for Employees’ Well-Being at Work in the Hospitality Sector. In International Journal of Environmental Research and Public Health (Vol. 19, Issue 23). https://doi.org/10.3390/ijerph192316165
Dodanwala, T. C., Santoso, D. S., & Yukongdi, V. (2023). Examining work role stressors, job satisfaction, job stress, and turnover intention of Sri Lanka’s construction industry. International Journal of Construction Management, 23(15), 2583–2592. https://doi.org/10.1080/15623599.2022.2080931
Ebiai, A. E., Anongo, F. S., & Mgbeanuli, C. C. (2023). The Influence of Work Stress and Job Satisfaction on Soldiers’ Morale in Theater of War in Northeast Nigeria. British Journal of Psychology Research, 11(1), 28–36. https://doi.org/10.37745/bjpr.2023/vol11n12836
Eisenberger, R., Rhoades Shanock, L., & Wen, X. (2020). Perceived Organizational Support: Why Caring About Employees Counts. Annual Review of Organizational Psychology and Organizational Behavior, 7(7), 101–124. https://doi.org/https://doi.org/10.1146/annurev-orgpsych-012119-044917
García-Sánchez, I.-M. (2020). Drivers of the CSR report assurance quality: Credibility and consistency for stakeholder engagement. Corporate Social Responsibility and Environmental Management, 27(6), 2530–2547. https://doi.org/https://doi.org/10.1002/csr.1974
Ghozali, I., & Latan, H. (2018). Partial Least Squares: Konsep, Metode, dan Aplikasi Menggunakan Program WarpPLS 5.0. BP UNDIP.
Grasiaswaty, N. (2020). The role of work stress on individual work performance: Study in civil servants. Jurnal Manajemen Dan Pemasaran Jasa, 13(1), 111–126. https://doi.org/10.25105/jmpj.v13i1.5051
Griffin, R. W., & Moorhead, G. (2014). Organizational Behavior: Managing People and Organizations (11th ed.). South Western.
Grobelna, A. (2021). Emotional exhaustion and its consequences for hotel service quality: the critical role of workload and supervisor support. Journal of Hospitality Marketing & Management, 30(4), 395–418. https://doi.org/10.1080/19368623.2021.1841704
Guthier, C., Dormann, C., & Voelkle, M. C. (2020). Reciprocal effects between job stressors and burnout: A continuous time meta-analysis of longitudinal studies. Psychological Bulletin, 146(12), 1146–1173. https://doi.org/10.1037/bul0000304
Jun, J., Ojemeni, M. M., Kalamani, R., Tong, J., & Crecelius, M. L. (2021). Relationship between nurse burnout, patient and organizational outcomes: Systematic review. International Journal of Nursing Studies, 119, 103933. https://doi.org/https://doi.org/10.1016/j.ijnurstu.2021.103933
Kim, L., Maijan, P., & Yeo, S. F. (2024). Developing customer service quality: Influences of job stress and management process alignment in banking industry. Sustainable Futures, 8, 100311. https://doi.org/https://doi.org/10.1016/j.sftr.2024.100311
Kim, L., & Yeo, S. F. (2024). How stress and satisfaction influence customer service quality in banking industry. Heliyon, 10(11). https://doi.org/10.1016/j.heliyon.2024.e32604
Kotler, P., & Keller, K. L. (2011). Manajemen Pemasaran (13th ed.). Erlangga.
Luthans, F., Luthans, B. C., & Luthans, K. W. (2021). Organizational Behavior: An Evidence-Based Approach Fourteenth Edition (14th ed.). Information Age Publishing, Incorporated. https://books.google.co.id/books?id=59QeEAAAQBAJ
Mitchell, M. S., Greenbaum, R. L., Vogel, R. M., Mawritz, M. B., & Keating, D. J. (2018). Can You Handle the Pressure? The Effect of Performance Pressure on Stress Appraisals, Self-regulation, and Behavior. Academy of Management Journal, 62(2), 531–552. https://doi.org/10.5465/amj.2016.0646
Molek-Winiarska, D., & Molek-Kozakowska, K. (2020). Are organizations committed to stress management interventions? Employee Relations: The International Journal, 42(6), 1309–1325. https://doi.org/10.1108/ER-08-2019-0314
Nwaeze, G. (2022). NFTs and Metaverse: Exploring the Challenges and Prospects for IP Lawyers in the Digitalized World. SSRN Electronic Journal, 7. https://doi.org/10.2139/ssrn.4198128
Otsuka, Y., Itani, O., Matsumoto, Y., & Kaneita, Y. (2022). Associations between Coping Profile and Work Performance in a Cohort of Japanese Employees. In International Journal of Environmental Research and Public Health (Vol. 19, Issue 8). https://doi.org/10.3390/ijerph19084806
Pincherle, D. G. (1972). Fitness for Work: Assessment of the Relationship between Stress and Work Performance. In Section of Medicine with Section of Occupational Medicine (Vol. 65, Issue April, pp. 321–324). Sage Journals. https://doi.org/https://doi.org/10.1177/003591577206500403
Pinem, R. J., Listyorini, S., Purbawati, D., Ritchie, J. R. B., Crouch, G. I., Cho, Y., Kaplan, R. S. R., Kaplan., S., Suansri, P., Arida, I. N. S., Cavagnaro, E., Timothy, D. J., Boyd., S. W., Wibowo, A., Masram, Mu’ah, Mangkunegara, A. A. A. P., Marnis & Priyono, Qomariah, N., … (CIPD), C. I. of P. and D. (2019). Manajemen Sumber Daya Manusia. In Lukman (Ed.), Tourism Management (080/U/1993; 1st ed., Vol. 1, Issue 1). Universitas Trisakti. https://doi.org/10.4324/9780429422898
Ramanathan-Elion, D. M., Baydoun, H. A., & Johnstone, B. (2020). Psychological predictors of functional outcomes in service members with traumatic brain injury. Brain Injury, 34(9), 1183–1192. https://doi.org/10.1080/02699052.2020.1793387
Rizkie, N., Ani, H. M., & Hartanto, W. (2019). Pengaruh Motivasi Kerja Dan Pengalaman Kerja Terhadap Produktivitas Tenaga Kerja Pengrajin Kuningan Di Kecamatan Tapen Kabupaten Bondowoso. {JURNAL} {PENDIDIKAN} {EKONOMI}: Jurnal Ilmiah Ilmu Pendidikan, Ilmu Ekonomi Dan Ilmu Sosial, 13(1), 42. https://doi.org/10.19184/jpe.v13i1.10419
Robbins, S. P., & Judge, T. A. (2019). Organizational Behavior (18th ed.). Pearson Education.
Robbins, S. P., & Judge, T. A. (2020). Organizational Behavior (18th ed.). Pearson+.
Shahu, R., & Gole, S. V. (2008). Effect of Job Stress and Job Satisfaction onPerformance: An Empirical Study. AIMS International, 2(3), 237–246.
Sugiyono. (2022). Metode Penelitian Kuantitatif (26th ed.). Alfabeta.
Tewal, B., Asolfina, Pandowo, M. J. C., & Tawas, H. N. (2017). Perilaku organisai. Patra Media Grafindo.
Timms, C., Brough, P., O’Driscoll, M., Kalliath, T., Siu, O. L., Sit, C., & Lo, D. (2015). Flexible work arrangements, work engagement, turnover intentions and psychological health. Asia Pacific Journal of Human Resources, 53(1), 83–103. https://doi.org/https://doi.org/10.1111/1744-7941.12030
Toker, M. A. S., & Güler, N. (2022). General mental state and quality of working life of call center employees. Archives of Environmental & Occupational Health, 77(8), 628–635. https://doi.org/10.1080/19338244.2021.1986462
Varghese, L. S., Rogers, A. P., Finkelstein, L., & Barber, L. K. (2020). Examining mentors as buffers of burnout for employees high in neuroticism. Human Resource Development Quarterly, 31(3), 281–300. https://doi.org/https://doi.org/10.1002/hrdq.21390
Wang, H. M., Ma, A. L., & Guo, T. T. (2020). Gender Concept, Work Pressure, and Work–Family Conflict. American Journal of Men’s Health, 14(5), 1557–9883. https://doi.org/10.1177/1557988320957522
Yusriani, S., Nurbaeti, N., & Patiro, S. P. S. (2024). Understanding and Managing Job Stress in the Service Sector: A Literature Review. International Journal of Business, Management, and Economics, 5(2), 187 – 196. https://doi.org/10.47747/ijbme.v5i2.1774
Zheng, Q., Zhou, H., Li, K., Liu, Y., Nan, W., & Gong, J. (2024). The effectiveness of mindfulness-based intervention for psychological distress and emotion regulation in college students with non-suicidal self-injury. Applied Psychology: Health and Well-Being, 16(4), 2083–2098. https://doi.org/https://doi.org/10.1111/aphw.12580
Published
2025-06-30
How to Cite
Faozen, F., Anggraini, C. R., & Juhanda, J. (2025). Stress Kerja: Analisis Anteseden Terhadap Kualitas Pelayanan Karyawan Hotel di Jember. Jurnal Manajemen Dan Penelitian Akuntansi (JUMPA), 18(1), 94-104. https://doi.org/https://doi.org/10.58431/jumpa.v18i1.316
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Articles
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