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Relationship between emotional labor, work stress, employee creativity, and turnover intention: study on Indonesian bank frontliners

Devi Intan Satyaningrum  -  Universitas Diponegoro, Indonesia
*Indi Djastuti orcid scopus  -  Universitas Diponegoro, Indonesia
Open Access Copyright 2020 Diponegoro International Journal of Business under http://creativecommons.org/licenses/by-sa/4.0.

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Abstract

This study examines the effects of emotional labor on work stress, employee creativity and turnover intention, and examines the role of work stress as a mediator. The study was conducted in a limited way to the 90 employees of the Semarang branch of the BTN bank frontliners. The analysis using SEM PLS suggested that emotional labor had a positive effect on work stress and turnover intention but was not significant on employee creativity. Furthermore, work stress has a negative effect on employee creativity and a positive effect on turnover intention, and in this study proves that work stress mediated the influence of emotional labor on employee creativity and on turnover intention.

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Keywords: emotional labor; work stress; employee creativity; turnover intention

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