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All Journal Annals of Management and Organization Research Annals of Human Resource Management Research
Deti Mulyo Harsono
Universitas Katolik Parahyangan, Bandung, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Leadership, Incentives, and Motivation for Customer Care Performance in Automotive Service Organizations Harun Nurrosyid; Deti Mulyo Harsono; Sapta Dwikardana
Annals of Human Resource Management Research Vol. 6 No. 2 (2026): June
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ahrmr.v6i2.3794

Abstract

Purpose: This study aims to analyze the relationship between leadership style, incentives, and work motivation on the performance of customer care employees in carrying out follow-up reminder service activities at Honda car dealers in the Jabodetabek region Research Methodology: This research was conducted at Honda car dealers in the Jabodetabek area using a quantitative explanatory research design. Data were collected using a Likert-scale questionnaire distributed via Google Forms to 62 customer care employees selected using purposive sampling. The study applied multiple linear regression analysis to examine the partial and simultaneous relationships among the variables. Instrument validity and reliability tests were performed, along with classical assumption tests, including normality, multicollinearity, and heteroscedasticity. Data analysis was conducted using a statistical software. Results: Leadership style, incentives, and work motivation were significantly related to customer care performance in follow-up reminder service activities, both individually and simultaneously. Work motivation showed the strongest relationship with employee performance among the variables. Conclusions: Employee performance in follow-up reminder service activities is influenced by internal organizational factors, particularly leadership style, incentive systems, and motivation. Limitations: This study is limited to one brand, one region, and a limited number of variables, which may restrict the generalizability of its findings. Contributions: This study contributes empirically to the human resource management and service management literature by contextualizing employee performance within follow-up reminder service activities and providing practical insights for automotive dealer management.
Determinants of Employee Organizational Citizenship Behavior in Indonesia: Evidence from a Systematic Literature Review Anna Triprasidhani Juniasri; Deti Mulyo Harsono; Sapta Dwikardana
Annals of Management and Organization Research Vol. 7 No. 3 (2026): February
Publisher : goodwood publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/amor.v7i3.3760

Abstract

Purpose: This study aimed to identify and synthesize key factors influencing Organizational Citizenship Behavior (OCB) by systematically reviewing prior empirical studies. Research Methodology: This study adopted a descriptive qualitative literature review approach. A total of 13 peer-reviewed journal articles focusing on Organizational Citizenship Behavior were selected based on predefined inclusion criteria. The selected studies were systematically identified, screened, mapped, and analyzed, and the findings were synthesized using a thematic analysis approach to identify the dominant determinants and research gaps related to OCB. Results: The review revealed that work–life balance, employee engagement, job satisfaction, leadership, and interpersonal communication are the most frequently identified factors influencing Organizational Citizenship Behavior. These factors affect OCB both directly and indirectly through mediating variables such as job satisfaction, burnout, and self-efficacy. The findings also indicate variations in the results across different industries and employee demographics. Conclusions: This study confirms that work–life balance is a critical determinant of enhancing voluntary employee behaviors that benefit organizational effectiveness. However, inconsistencies across studies suggest that contextual factors, including industry characteristics and workforce demographics, play an important role in moderating these relationships. Limitations: This review was limited by the number of studies analyzed and the diversity of the research contexts. Future research should incorporate cultural dimensions, generational differences, and flexible work arrangements to provide a more comprehensive understanding of Organizational Citizenship Behavior. Contributions: This study contributes to the literature by providing a contextual synthesis of the key determinants of Organizational Citizenship Behavior in Indonesia, offering insights for both scholars and practitioners in human resource management.
Co-Authors Anna Triprasidhani Juniasri Harun Nurrosyid Sapta Dwikardana