Passion Barista dan Strategi Mengelola Emosi

Anugrah Pratiwi(1*), Asmulyani Asri(2), Resekiani Mas Bakar(3),

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




DOI: https://doi.org/10.26858/jtm.v1i2.25545

Abstract


The lack of emotional regulation that showed by frontline employee when interacting with customer will give a negative impact about image of costumer service in coffe shop. This study aims to determine the relationship between passion and emotional labor of barista in Makassar. There were 63 participants who worked as barista at coffee shops in Makassar. Data collected by using emotional labor scale and passion scale. The results of hypothesis testing with Cramer's V The results obtained indicate that barista with harmonious passion and obsessive passion to their job can perform either surface acting and deep acting as an emotional labour strategy.

Keywords


Deep Acting, Emotional Labor Strategy, Harmonious Passion, Obsessive Passion, Surface Acting.

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