Effect of Customer Orientation Attitude on Emotional Exhaustion Through Mediation of Surface Acting

Abstract

— This study explores the relationship between customer orientation attitude, surface acting and employee exhaustion in the restaurant industry. The research method uses laboratory experiments, which are data collection techniques using a questionnaire with a case scenario of emotional exhaustion employes. A questionnaire was distributed to 190 economics faculty students department of management. The structural equation model (SEM) is then applied for data analysis. The results showed that customer orientation attitude was significantly related to surface acting in the restaurant industry. Surface acting variables cannot mediate the relationship between customer orientation attitude and emotional exhaustion. and surface acting has a significant impact on emotional exhaustion. Based on these findings, theoretical and practical implications are provided, as well as limitations and research recommendations for future studies.