HUBUNGAN ANTARA PENDEKATAN PENGURUSAN KONFLIK, PERSEPSI SOKONGAN ORGANISASI DAN EMOTIONAL LABOR: SATU ULASAN LITERATUR

THE RELATIONSHIP BETWEEN CONFLICT MANAGEMENT, PERCEIVED ORGANIZATIONAL SUPPORTS AND EMOTIONAL LABOR: A REVIEW OF LITERATURE

Abstract

ABSTRAK Emotional labor sering dikaitkan dengan peraturan tingkah laku dan ekspresi emosi pekerja yang diinginkan oleh organisasi ketika berhadapan dengan situasi kerja yang sebenar dalam meningkatkan kualiti perkhidmatan. Strategi emotional labor merangkumi dua elemen, iaitu surface acting dan deep acting. Pendekatan pengurusan konflik (conflict management style) merupakan strategi seseorang individu apabila berhadapan dengan konflik yang wujud dalam persekitaran kerja. Berdasarkan kajian lepas, konflik yang sering berlaku dalam organisasi boleh mempengaruhi emosi seseorang pekerja. Hal ini akan mempengaruhi keberkesanan emotional labor, sama ada melalui surface acting dan deep acting dalam kalangan pekerja. Menurut Rhoades dan Eisenberger (2002), persepsi sokongan organisasi (perceived organizational support) mempengaruhi komitmen pekerja untuk mencapai matlamat organisasi. Persoalannya, adakah pendekatan pengurusan konflik dan persepsi sokongan organisasi mampu mengawal emotional labor? Kemungkinan demografi seorang pekerja juga turut mempengaruhi emotional labor dari segi umur, pengalaman kerja dan jantina. Persoalan ini memerlukan ulasan literatur dalam kajian-kajian lepas. Penelitian awal ini memerlukan sokongan teoretikal yang dapat menentukan hala tuju kajian berkaitan pendekatan pengurusan konflik dan persepsi sokongan organisasi dan hubungannya dengan emotional labor dalam sebuah organisasi.

ABSTRACT Emotional labor is often associated with behavior and emotional employee expression desired by the organisation when dealing with situations of actual work in improving the quality of service. Strategy of emotional labor consisted of two elements, namely the surface acting and deep acting. Conflict management style is an individual strategy when faced with conflicts that exist in the work environment. Based on previous studies, conflict often occurs in organizations can influence the emotions of an employee. This will influence the effectiveness of emotional labor either through surface acting and deep acting among employees. According to Rhoades and Eisenberger (2002), perceived organizational support influence employee commitment to achieve organisational goals. Does conflict management style and perceived organizational support can control emotional labor? The possibility of employee demographics also affects the level of emotional labor in terms of age, sex and work experience. This question requires literature reviews in previous research. This initial review of the theoretical support that can determine the direction of studies relating to conflict management style and perception of the support organization and the relationship between emotional labor in an organization.