อิทธิพลของการแสร้งแสดงความรู้สึกขณะปฏิบัติงานที่มีต่อความตั้งใจลาออกของพนักงานบริการผู้โดยสารภาคพื้นดิน: บทบาทการเป็นตัวแปรสื่อของความเครียดในงานและบทบาทการเป็นตัวแปรปรับของการได้รับการสนับสนุนจากเพื่อนร่วมงาน

Abstract

This independent study investigated the mediating role of job stress in the relationship between surface acting and turnover intention and the moderating role of perceived co-worker support in those relationships. Data were collected from 212 ground staffs in Thailand. The research instruments were Turnover Intention Questionnaire, Surface Acting Questionnaire, Job Stress Questionnaire, Co-worker Support Questionnaire, and Demographic Data Questionnaire. The statistical of moderated mediation effects were tested with PROCESS Macro. The result demonstrated that surface acting had positive significant relationship with turnover intention at the 0.1 level (r = .201). Surface acting had positive significant relationship with job stress at the level 0.1 (r = .550). However, the result revealed that job stress was not a mediator of the relation between surface acting and turnover intention. Also, co-worker support was not a moderator of the relation between surface acting and turnover intention with mediation of job stress.