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The Effect of Surface Acting on Turnover Intention in Debt Collector Employees

Author

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  • Rifqah Nur Ridwan

    (Department of Psychology, State University of Makassar)

  • Hilwa Anwar

    (Department of Psychology, State University of Makassar)

  • Rahmawati Syam

    (Department of Psychology, State University of Makassar)

Abstract

Turnover Intention is a condition obtained by employees to switch from one company to another. One of the factors that can influence turnover intention is surface acting. This study aims to determine the effect of surface acting on turnover intention in debt collector employees. This study uses a simple quantitative regression approach. Respondents in this study were 153 debt collector employees who were obtained using the snowball sampling technique. The results showed that there was a positive and significant effect of surface acting on the turnover intention of debt collectors (b = 0.685, p = 0.00 0.05). This research can be a reference for finance companies to provide training regarding better emotional labor strategies. The next researcher’s suggestion is to use a qualitative approach method to describe conditions in more detail and conduct research on two emotional labor strategy variables (surface acting and deep acting) on turnover intention in debt collector employees.

Suggested Citation

  • Rifqah Nur Ridwan & Hilwa Anwar & Rahmawati Syam, 2023. "The Effect of Surface Acting on Turnover Intention in Debt Collector Employees," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(10), pages 301-309, October.
    • Handle: RePEc:bcp:journl:v:7:y:2023:i:10:p:301-309
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