The Influence of Emotional Labor on Employee Performance through Work-Life Balance as an Intervening Variable at PT Bank Mandiri, Pamekasan Regency

Arya Lucianda Putra; Riedel Paulus Jacobis

doi:10.55927/ministal.v4i4.15894

Authors

Arya Lucianda Putra Surabaya State University
Riedel Paulus Jacobis Surabaya State University

DOI:

https://doi.org/10.55927/ministal.v4i4.15894

Keywords:

Emotional Labor, Employee Performance, Interpersonal Communication, PLS-SEM, Work-Life Balance

Abstract

This study aims to analyze the effect of emotional labor on employee performance through work-life balance as an intervening variable at PT Bank Mandiri Pamekasan Regency. This study contributes by clarifying the mediating role of work-life balance in the context of banking services. A quantitative approach was used with a saturated sampling technique involving 54 front-line employees. Data were collected through questionnaires and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The results showed that emotional labor had a positive and significant effect on employee performance and work-life balance, while work-life balance also had a positive and significant effect on employee performance. In addition, work-life balance mediated the relationship between emotional labor and employee performance, which implies the importance of emotional management and work-life balance in improving sustainable employee performance.

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