Email this article 
The influence of emotional labour on fatigue: customer complaints and return package as moderators
(1) Universitas Madura
(2) Universitas Madura
(*) Corresponding Author
Abstract
Emotional labour can occur in employees due to emotional demands from the company. This can cause employees to experience Fatigue and will certainly have a negative impact on the company. The purpose of this study is to determine the effect of Emotional Labour on couriers at Ninja Express and also to determine the role of Customer Complaints and Return Package as moderating the relationship between the two. In this study, data collection used questionnaire distribution to the object with 99 couriers involved as a sample determined by purposive sampling technique. Through quantitative analysis, the data that has been collected is processed with the SmartPLS application. The results showed that Emotional Labour positively and significantly affects Fatigue. Customer Complaints do not moderate research on the effect of Emotional Labour on Fatigue. Return Package does not moderate research on the effect of Emotional Labour on Fatigue. The implications of this study suggest that companies provide free counseling services, workshops on handling consumer complaints, and standardization of delivery procedures.
Keywords
Full Text:
PDFReferences
Animono, J., & Suryanto, M. A. (2023). Customer Complaint Handling Strategy using the Theory Perspective of Griffin and Michael at PT Maluku Prima Makmur. International Journal of Innovative Science and Research Technology, 8(6), 1650–1657. https://doi.org/10.5281/zenodo.8116531
Bahri. (2018). Metodologi Penelitian Bisnis Lengkap dengan teknik Pengolahan Data SPSS. In CV ANDI OFFSET.
Bai, R., Zhang, D., Zhang, Q., Sun, Y., Luo, N., Li, M., Wu, H., & Liu, L. (2022). Mediating role of emotional labour strategy in the association between patient/visitor incivility and nurses’ fatigue: A cross-sectional study. BMJ Open, 12(11), 1–8. https://doi.org/10.1136/bmjopen-2021-059146
Caldwell, J. A., Caldwell, J. L., Thompson, L. A., & Lieberman, H. R. (2019). Fatigue and its management in the workplace. Neuroscience & Biobehavioral Reviews, 96, 272–289. https://doi.org/10.1016/j.neubiorev.2018.10.024
Çetin, İ., & Çolak, M. (2020). Investigating multicultural education phenomena in minority and public high schools in Turkey: A multiple case study. Educational Research and Reviews, 15(2), 100–120.
Chen, J., & Chen, B. (2015). Competing with customer returns policies. International Journal of Production Research, 54(7), 2093–2107. https://doi.org/10.1080/00207543.2015.1106019
Fikri, M., & Sugiyono, H. (2025). The Role of E-Commerce Platforms in Resolving Breach of Contract Disputes Related to the Delivery of Goods Not in Accordance with Consumer Orders by Business …. Law Development Journal, 7(225), 327–339.
Frone, M. R., & Tidwell, M.-C. O. (2015). The meaning and measurement of work fatigue: Development and evaluation of the Three-Dimensional Work Fatigue Inventory (3D-WFI). Journal of Occupational Health Psychology, 20(3), 273–288. https://doi.org/10.1037/a0038700
Gross, J. J. (1998). The emerging field of emotion regulation: An integrative review. Review of General Psychology, 2(3), 271–299.
Hasan, N. A. C., karuppiah, K., Hamzah, N. A., Juzad, K. M., & Tamrin, S. B. M. (2022). Prevalence of Driving Fatigue and Its Associated Factors Among Logistic Truck Drivers in Malaysia. Malaysian Journal of Public Health Medicine, 22(3), 331–341. https://doi.org/10.37268/MJPHM/VOL.22/NO.3/ART.1745
Helinski, C., Englisch, C. L., Westmattelmann, D., & Schewe, G. (2024). Profit before principle? An experimental assessment of incentive schemes encouraging consumers’ role in product end-of-life returns. Journal of Cleaner Production, 454(August 2023), 142267. https://doi.org/10.1016/j.jclepro.2024.142267
Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513–524. https://doi.org/10.1037/0003-066X.44.3.513
Ippolito, M., Einav, S., Giarratano, A., & Cortegiani, A. (2024). Effects of fatigue on anaesthetist well-being and patient safety: a narrative review. British Journal of Anaesthesia, 133(1), 111–117. https://doi.org/10.1016/j.bja.2024.03.017
Janssen, M., & Williams, C. (2024). Consumer Search and Product Returns in E-Commerce. American Economic Journal: Microeconomics, 16(2), 387–419. https://doi.org/10.1257/mic.20230040
Kania, R., & Salsabila, H. N. (2023). Responsive Strategy of Courier Services Companies on Handling Customer Complaint in Social Media: The Effect on Brand Trust and Customer Loyalty. Journal of Marketing Innovation (JMI), 3(1), 31–49. https://doi.org/10.35313/jmi.v3i1.51
Karasek, R. A. (1979). Job Demands, Job Decision Latitude, and Mental Strain: Implications for Job Redesign. Administrative Science Quarterly, 24(2), 285. https://doi.org/10.2307/2392498
Maulida, D., & Silaban, G. (2023). The Effect Of Physical Workload On Work Fatigue Of Expedition Courier In Banda Aceh. International Journal of Health, Education and Social, 6(6), 76–87. www.ijhes.com
Nurjanah, N. (2023). An effect of dynamic logistics capabilities on courier’s business performance. JPPI (Jurnal Penelitian Pendidikan Indonesia), 9(4), 706-712. DOI: https://doi.org/10.29210/020243395
Norwell, N. (2005). Top Tips for Handling Complaints. GP.
Prasetiawan, F., Widiyanesti, S., & Widarmanti, T. (2022). Analisis Sentimen Mengenai Kualitas Layanan Jasa Ekspedisi Barang Sicepat Di Media Sosial Twitter Sentiment Analysis Regarding Quality of Sicepat Expedition Services On Twitter Social Media. E-Proceeding of Management, 9(2), 147–160.
Qin, Z., Yang, G., Lin, Z., Ning, Y., Chen, X., Zhang, H., & Un In Wong, C. (2025). The impact of academic burnout on academic achievement: a moderated chain mediation effect from the Stimulus-Organism-Response perspective. Frontiers in Psychology, 16. https://doi.org/10.3389/fpsyg.2025.1559330
Republik Indonesia. (1999). Undang-Undang Republik Indonesia Nomor 8 Tahun 1999 tentang Perlindungan Konsumen.
Robbins, S. P., & Judge, T. A. (2008). Organizational Behavior (12th ed.). Salemba Empat.
Roper, S., & Bourke, J. (2022). Innovating into trouble: When innovation leads to customer complaints. Research Policy, 51(10), 104593. https://doi.org/10.1016/j.respol.2022.104593
Sanusi, A. (2016). Metodologi Penelitian Bisnis. In IOSR Journal of Economics and Finance (Vol. 7, Issue 3). Salemba Empat.
Sugiyono. (2022). Metode Penelitian Kuantitatif, Kualitatif, dan R&. Alfabeta.
Wibowo, A. (2024). SmartPLS 101 Panduan Lengkap Analisis SEM-PLS untuk Pemula (1st ed.). PT Penamuda Media.
Zhu, F., Zhao, X., & Chen, S. (2023). How positive do testimonials on a restaurant website need to be? International Journal of Hospitality Management. https://doi.org/https://doi.org/10.1016/j.ijhm.2022.103398
DOI: https://doi.org/10.24123/mabis.v25i1.994
Article Metrics
Abstract view : 9 timesPDF - 0 times
Refbacks
- There are currently no refbacks.
Copyright (c) 2025 Putri Cindy Claudya, Wahyu Maulana
This work is licensed under a Creative Commons Attribution 4.0 International License.
This work is licensed under a Creative Commons Attribution 4.0 International License. ISSN: 1412-3789. e-ISSN: 2477-1783.
 |  |  |  |
 |  |  |  |