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THE EFFECT OF CUSTOMER INCIVILITY ON WORK ENGAGEMENT, MODERATED BY SELF-EFFICACY(A Study at Prama Sanur Beach Hotel, Bali) Anak Agung Gede Yudha Santaka; I Gede Riana
INTERNATIONAL JOURNAL OF FINANCIAL ECONOMICS Vol. 2 No. 11 (2026): INTERNATIONAL JOURNAL OF FINANCIAL ECONOMICS (IJEFE)
Publisher : CV. Adiba Aisha Amira

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.20199476

Abstract

The hospitality industry is characterised by roles involving a high intensity of service interactions; consequently, employees’ psychological engagement in performing their job roles is a crucial factor in maintaining service quality, as reflected in their level of work engagement. This study aims to analyse the effect of customer incivility on work engagement, with self-efficacy serving as a moderating variable. Testing the job demands–resources theory, this study employs a quantitative approach with a causal design. The study population comprises all frontline employees at Hotel Prama Sanur Beach Bali, selected via saturation sampling. Data were collected using a structured questionnaire and analysed using Structural Equation Modelling – Partial Least Squares (SEM-PLS) WarpPLS. The results indicate that customer incivility has a significant negative effect on work engagement. Self-efficacy was found to mitigate the negative impact of customer incivility on work engagement. These findings underscore the importance of strengthening self-efficacy as a personal resource to maintain employee work engagement when facing the emotional demands of the job.
The Role of Employee Engagement Mediates the Relationship of the Work Environment, Teamwork on Employee Performance Paulino Mendonca; I Gede Riana; Augusto da Conceição Soares
ABM: International Journal of Administration, Business and Management Vol 2 No 2 (2020)
Publisher : LPPM Institut Teknologi dan Sains Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31967/abm.v2i2.395

Abstract

Paulino Mendonca, Master Program in Management Sciences, Magister Program Institute of Business IOB. The Role of Employee Engagement Influence Work Enviroment, Teamwork on Employee Performance. Commission of Supervisor I: Dr. I Gede Riana, SE., MM, Commission of Supervisor II: Dr. Augusto Da C. Soares, SE., MM. This study aims to analysis (1) influence of the work environment on employee performance, (2) influence of the work environment on employee involvement, (3) influence of teamwork on employee performance, (4) influence of teamwork on employee involvement, (5) the effect of employee involvement on employees performance, (6) the role of employee involvement mediates the working environment relationship on employee performance, (7) the role of employee involvement mediates teamwork relationship to employee performance. The population in this study was 680 of all MAP employees at the Dili, the sample using the slovin formula so as to get 156. Data were analyzed using the Smart-PLS The research findings the work environment, teamwork, influence positive not significantly to employee performance. This research shows that work environment, teamwork is not able to improve employee performance. The effect of work involvement on employee performance found that involvement had a positive significant effect on employee performance. The role of employee involvement mediates the working environment relationship, teamwork is full mediation. Keywords: Work Environment, Teamwork, Employee Engagement, Employee Performance.
The Effect Of Motivation, Organizational Commitment And Job Satisfaction Towards Organizational Citizenship Bahavior (OCB) at Headquarters of The Entrepreneurship Training Agency, Dili-Timor-Leste Maria Cárceres Pinto Soares; I Gede Riana; Augusto da Conceição Soares
ABM: International Journal of Administration, Business and Management Vol 2 No 2 (2020)
Publisher : LPPM Institut Teknologi dan Sains Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31967/abm.v2i2.397

Abstract

This study aims to determine: (1) The influence of motivation on the Organizational Citizenship Behavior of employees of the Entrepreneurship Training Agency, Dili, Timor-Leste. (2) The Effect of Organizational Commitment on Organizational Citizenship Behavior of Employees of the Entrepreneurship Training Agency, Dili Timor-Leste. (3) The Effect of Job Satisfaction on Organizational Citizenship Behavior of Employees of the Entrepreneurship Training Agency, Dili, Timor-Leste. The population in this study amounted to 33 employees who work at the Head Office of the Entrepreneurship Training Agency, Dili, Timor-Leste by determining the saturated sample of the sample with the highest to lowest respondent rates. The findings of this study are to obtain the highest average value is 42.4%. Then the lowest value obtained a value of 0.001%. Keywords: Motivation, Organizational Commitment, Job Satisfaction, and Organizational Citizenship Behavior (OCB).
Co-Authors A A Gd Kasunu Adipurwa A A Ngr Bagus Aristayudha A.A Ngurah Nanda Apriyana A.A. Ngr. Bayu Suryanatha Ade Yunita Sari Agoes Ganesha Rahyuda Aksa Ardindha Anak Agung Gede Ari Sudewa Anak Agung Gede Yudha Santaka Anak Agung Pertiwi Kumala Sari Angelica Christy Caesarani Augusto da Conceição Soares Ayu Desi Indrawati Desak Ketut Sintaasih Desak Putu Indrayanti Devi Shinta Prahesti Dewi, Desak Made Pradnya Dhan, Ni Kadek Sari Jayanti Djumilah Zain Domingos Belo Soares Eka Afnan Troena Elisabeth Glorita Luisa Dos Santos Belo Eni Juniari, Ni Kadek Fifi Prananda Florbela Monica de Araujo Gede Suparna Gusti Ayu Krisnayanti Hanny Hafiar Hendrikus Herryanto Heslie Margaretta I Dewa Ayu Kadek Satrini I Dewa Gede Agung Putra Widyatmika I Gde Adnyana Sudibya I Gede Adnyana Sudibya, I Gede Adnyana I Gede Agus Sudarmayasa I Gede Dyana Arjana I Gede Made Putra Adnyana I Gede Putro Wibowo I Gede Putu Kawiana I Gede Rihayana I Gede Yuda Hariyawan I Gst Ngr Agung Puspa Puspa Diartha I Gst. Ngr. Ag. Indra Kesuma I Gusti Ayu Manuati Dewi I Gusti Ayu Mila Cahaya Dewi I Gusti Ayu Widya Ari Cahyathi I Gusti Ngurah Widnyana I Gusti Putu Oka Hartoni I Kadek Udayana I Ketut Andy Hermawan I Ketut Edy Mardyana I Ketut Mustanda I Ketut Rahyuda I Komang Dwinda Murjana I Komang Satria Warla Putra I Komang Syahjaya Kartika Asta I Made Adi Suryadharma I Made Artha Wibawa I MADE DANA I Made Dwi Adnyana I Made dwiki I Made Handy Sentosa I Made Pasek Ardiana Putra I Made Subudi I Made Surya Negara Sudirman I Made Wardana I Nyoman Rasmen Adi I Nyoman Resa Adhika I Nyoman Sutapa I Putu Bagus Surya Mahardika I Putu Eka Wardiana I Putu Magna Anuraga I Wayan Gede Supartha I Wayan Jendra Ariana I Wayan Juniantara I Wayan Pasek Ari Sedana I Wayan Pradnyantha Wirasedana I Wayan Putra Mahardika I Wayan Rinas I wayan Suana I Wayan Tresna Ariana Ida Ayu Indah Giantari Ida Ayu Kartika Maharani Ida Ayu Putu Kartika Dewi Ida Ayu Sri Krisna Dewi Ida Bagus Gede Surya Diputra Ida Bagus Ketut Surya Ida Bagus Panji Sedana Indrayani, Ketut Sri Wahyuni Indriati Njoto Bisono Irwanto Irwanto Jerry Risnandar Saktinegara Julião Freitas Gusmão Kadek Diah Candra Dewi Kadek Drasta Yoga Mahardika Kadek Osiana Elsa Dewi Kasih, Ni Luh Sri Kastawan Mandala Kastawan Mandala Ketut Metria Lelia Paula Da Rosa B. Florindo Lino Da Silva Saldanha Lucia Adinda Dua Nurak Luh Gede Meydianawathi Made Pasek Ardiana Made Satya Prawira Made Subudi Made Subudi Made Sudarma Made Suprapta Made Surya Putra Made Surya Putra Made Wahyu Darmawan Magdalena Wullur Maria Cárceres Pinto Soares Mayasari, Ni Made Dwi Ariani Mira Minarsari Ni Kadek Meriyanti Ni Ketut Suci Cheliasih Ni Ketut Yunita Indrawati Ni Luh Gede Aryawati Ni Luh Gede Aryawati Ni Luh Putu Dina Purnama Ni Luh Putu Wiagustini Ni Made Dwi Ariani Mayasari Ni Made Dwi Puspitawati Ni Made Mery Apsari Ni Made Nadya Rahayu Ni Made Sri Rastini . ni made yudhaningsih Ni Nyoman Kerti Yasa Ni Putu Esa Ade Liana Putri Ni Wayan Andini Febriyanti Ni Wayan Astiti Pratiwi Ni Wayan Ekawati Ni Wayan Sri Rahayu Ningsih Paulino Mendonca pramitha dana Putu Dian Kartika Putu Dodik Kartika Candra Putu Saroyeni Priartini Putu Saroyeni Priartrini Putu Saroyini Piartrini Putu Talitha Amadea Rahmat Oka Novriyadhi Rai Mutiara Sari Ratna Sari Dewi Rini Andari Rini Andari, Rini Roy Johan Agung Tucunan Sari, Ade Maria Ulfah Rakhmatika Sentot Kristanto Tjok Gde Raka Sukawati Tjut Allya Magita Harumi umiarti sri rejeki William Jefferson Wiratama