Stres peran dan kinerja karyawan: pengujian model hubungan inverted-U

Abstract

The purpose of this study is to examine the impact of role stress (role overload, role ambiguity, and role conflict) on the frontline employees' performance. The study employs a direct survey through a self-administered questionnaire handed out to 132 employees in the restaurant business in Jakarta, Indonesia. Hierarchical Regression Analysis is used to test the hypotheses. The finding of the study shows that the role conflict and role ambiguity affects negatively to the performance, while role overload has a positive effect. The locus of control moderation role is supported in the role of role overload and role ambiguity, but not in the role conflict - performance relationship. The implication for managers is that efforts need to be made to reduce role conflict and role ambiguity because it has negative implications on employee performance. While the excess of roles perceived by employees is maintained at a moderate level to maintain employee performance.