The Effect of Customer Impoose on Job Satisfaction and Organizational Commitment: The Role of Emotional Exhaustion as a Mediator and Self-Efficacy as a Moderator

Abstract

The tourism industry is highly determined by the quality of direct contact between employees and visitors, so that service quality is a key factor in operational success. Customer incivility is a significant work stressor in the Indonesian tourism industry, including for front office employees in major destinations such as Borobudur Temple Tourism Park. This study aims to analyze customer incivility towards employee emotional exhaustion satisfaction. To analyze customer incivility and emotional exhaustion towards employee job satisfaction. The effect of customer incivility on employee job satisfaction. Self-efficacy moderates the relationship between job satisfaction and organizational commitment. The effect of job satisfaction on employee organizational commitment. The role of emotional exhaustion as a mediator in the relationship between customer incivility and employee job satisfaction. Research methods use approach quantitatively by distributing questionnaire to 60 respondents who were Front office employees who work at PT Taman Wisata Candi Borobudur. There is a significant influence of customer rudeness (X) on emotional exhaustion (Y1), there is a significant influence of emotional exhaustion (Y1) on job satisfaction (Y2), there is no significant influence of customer rudeness (X) on job satisfaction (Y2), there is no indirect influence of Moderating Effect 2 on Job Satisfaction (Y2) and Organizational Commitment (Y3), there is no significant influence of job satisfaction (Y2) on Organizational Commitment (Y3), there is no indirect influence of Customer Rudeness (X) on Job Satisfaction (Y2) and Organizational Commitment (Y3) through Emotional Exhaustion (Y1) . Findings This confirm that Customer rudeness greatly impacts employee emotional exhaustion because it demands constant emotional regulation (emotional labor) to remain professional.