Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan

Riska Amaliah(1), Muhammad Jufri(2), Resekiani Mas Bakar(3*)

(1) Fakultas Psikologi Universitas Negeri Makassar, Makasar
(2) Fakultas Psikologi Universitas Negeri Makassar, Makasar
(3) Fakultas Psikologi Universitas Negeri Makassar, Makasar
(*) Corresponding Author


Introduction. Strategies of Deep Acting and Surface Acting using Emotional Labor in library services have been conducted. The study aims to examine the effect of Emotional Labor on library user satisfaction mediated by Customer-Employee Rapport.

Method. There were 86 participants involved in this experimental study. They were undergraduate students in Makassar who were asked to watch the video related to library services by using Deep Acting or Surface Acting strategies.

Data Analysis. Hypothesis were examined by using Hayes Process analysis to understand the mediation model.

Results and Discussions. Emotional Labor strategy was found to have a relationship to  customer satisfaction through Customer-Employee Rapport mediation. Emotional labor strategy was found to have directly affected customer satisfaction and Customer-Employee Rapport. The librarians  applied Deep Acting strategy to enhance customer satisfaction and customer-employee rapport was found to be more effective compared to Surface Acting. The librarians’ emotional expression in deep acting enables them to transform the positive emotion between librarians and users, thus, it improves good relationships and customer satisfaction.

Conclusion. The librarians’ emotional labor strategies effect on library user satisfaction with customer-employee rapport as the mediation variable. Future research should discuss another library experiment based on gender perspectives.


emotional labor; customer employee rapport; deep acting; surface acting; library user satisfaction.

Full Text:



Biedenbach, G., Bengtsson, M., & Wincent, J. (2011). Brand equity in the professional service context: Analyzing the impact of employee role behavior and customer-employee rapport. Industrial Marketing Management, 40(7), 1093–1102. /j.indmarman.2011.09.007

Choi, Y.-G., & Kim, K.-S. (2015). A literature review of emotional labor and emotional labor strategies. Universal Journal of Management, 3(7), 294–301. /ujm.2015.030704

Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. Journal of Strategic Information Systems, 19(3), 207–228.

Grandey, A. A. (2015). Smiling for a wage: What emotional labor teaches us about emotion regulation. Psychological Inquiry, 26(1), 54–60. /1047840X.2015.962444

Grandey, A. A., Fisk, G. M., Mattila, A. S., Jansen, K. J., & Sideman, L. A. (2005). Is “service with a smile” enough? Authenticity of positive displays during service encounters. Organizational Behavior and Human Decision Processes, 96(1), 38–55.

Grandey, A. A., & Melloy, R. C. (2017). The state of the heart: Emotional labor as emotion regulation reviewed and revised. Journal of Occupational Health Psychology, 22(3), 407–422.

Gremler, D. D., & Gwinner, K. P. (2000). Customer-employee rapport in service relationships. Journal of Service Research, 3(1), 82–104.

Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52(5), 958-974.

Halim, C., & Suryani, T. (2013). Pengaruh keramahan, kredibilitas dan citra karyawan terhadap kedekatan karyawan dan kepuasan nasabah produk tabungan bank konvensional di Surabaya. Journal of Business and Banking, 3(1), 81. 10.14414/jbb.v3i1.256

Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006). Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70, 58–73.

Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. California: University of California Press

Kim, K., & Baker, M. A. (017). How the employee looks and looks at you: Building customer–employee rapport. Journal of Hospitality and Tourism Research, 20(10), 1–21.

Kim, W., & Ok, C. (2010). Customer orientation of service employees and rapport: Influences on service-outcome variables in full-service restaurants. Journal of Hospitality and Tourism Research, 34(1), 34–55.

Lee, S. Y., Aziz, Y. A., Sidin, S. M. D., & Saleh, R. (2014). The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours. International Journal of Economics and Management, 8(Specialissue), 81–96.

Mubasyaroh, M. (2016). Pengaruh perpustakaan bagi peningkatan mutu pendidikan perguruan tinggi. LIBRARIA: Jurnal Perpustakaan, 4(1), 77. /libraria.v4i1.1246

Nguyen, H. T., Nguyen, H., Nguyen, N. D., & Phan, A. C. (2018). Determinants of customer satisfaction and loyalty in vietnamese life-insurance setting. Sustainability, 10, 1–16.

Ratnaningsih, 2015. (2015). Manajemen emosi sesuai tuntutan kerja (emotional labor) ditinjau dari tipe kepribadian pada wiraniaga. Jurnal Psikologi Undip, 14(1), 21–28.

Roh, C. Y., Moon, M. J., Yang, S. B., & Jung, K. (2016). Linking emotional labor, public service motivation, and job satisfaction: Social workers in health care settings. Social Work in Public Health, 31(2), 43–57.

Santoso, H. (2008). Strategi perpustakaan perguruan tinggi dalam menghadapi ketidakpuasan (keluhan ) pemakai. Diakses dari /pdfhasan/

Suchánek, P., Richter, J., & Králová, M. (2015). Customer satisfaction, product quality and performance of company. Review of Economic Perspective, 14(4), 329–344.

Wessel, J. L., & Steiner, D. D. (2015). Surface acting in service: A two-context examination of customer power and politeness. Human Relations, 68(5), 709–730.

Wu, C. H. J., & Shen, C. H. (2013). Factors affecting customer positive emotion and service relation-restaurants in hotel as examples. International Journal of Business Tourism and Applied Sciences, 1(2), 30-41


Article Metrics

Abstract views : 3303 | views : 3115


  • There are currently no refbacks.

Copyright (c) 2019 Berkala Ilmu Perpustakaan dan Informasi

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.