Articles
<![CDATA[Switching Expression or Emotion: Emotional Labor Strategy on Negative Word of Mouth Mediated by Customer Satisfaction ]]>
<![CDATA[Bakar, Resekiani Mas]]>;
<![CDATA[Amaliah, Riska]]>;
<![CDATA[Hidayati, Nurul]]>
<![CDATA[ JDM (Jurnal Dinamika Manajemen) Vol 10, No 2 (2019): September 2019 (DOAJ Indexed) ]]>
Publisher : <![CDATA[Department of Management, Faculty of Economics, Universitas Negeri Semarang ]]>
Show Abstract
|
Download Original
|
Original Source
|
Check in Google Scholar
|
DOI: 10.15294/jdm.v10i2.19843
<![CDATA[This experimental study aimed to examine the effect of emotional labor strategy towards the negative WOM mediated by customer satisfaction. Research of emotional labor context has widely examined its impacts on service employees. The limitations in several studies proved that the opportunity in the indirect effect of emotional labor strategy on negative word of mouth (WOM) is still available. Sixty-two participants were involved in this study and divided into two groups (deep acting versus surface acting) by using videos. PROCESS model moderation proved that emotional labor strategy indirectly affects the negative WOM, mediated by customer satisfaction. This study showed that deep acting strategy can enhance customer satisfaction, therefore the negative WOM can be diminished. In contrast, surface acting strategy affects the decrease of customer satisfaction and thus it can raise the intention of the negative WOM. Emotion modification would be more effective through the deep acting strategy in transmitting the positive emotion for the customer, than modification the expression. The satisfaction felt by the customer will decrease the intention to spread negative information about the service provider to other customers.]]>
<![CDATA[Efektivitas Pelatihan Pelayanan dalam Meningkatkan Pengetahuan Pelayanan, Kualitas Pelayanan, dan Kepuasan Pengguna Perpustakaan ]]>
<![CDATA[Resekiani Mas Bakar]]>;
<![CDATA[Fathul Himam]]>
<![CDATA[ JIP (Jurnal Intervensi Psikologi) Vol. 1 No. 2 (2009) ]]>
Publisher : <![CDATA[Universitas Islam Indonesia ]]>
Show Abstract
|
Download Original
|
Original Source
|
Check in Google Scholar
|
DOI: 10.20885/intervensipsikologi.vol1.iss2.art4
<![CDATA[This study was aimed to study the influence of service training can improve the knowledge, service quality, and the library user satisfaction. This study was conducted at state university libraries. This study was conducted by administrating quasi-experimentation towards two library groups. The experiment group (18 subjects) was given service training and measured before and after the training. The controlled group (20 subjects) was measured without training. The service training will be given at the end of this research process. The measurement of the knowledge on service to the librarian and the employees were arranged according to the material of service training, white the library user satisfaction was conducted to the experiment group (30 respondents) and the controlled group (29 respondents), The result of the mixed-anova analysis shows that (1) there is an intercorrelation between knowledge on service variable and observed group with F = 51,521 and p < 0.01. (2) there is an intercorrelation between variable service quality and observed group with F = 40,776 and p < 0.01, whereas in user satisfaction there is an intercorrelation between user satisfaction variable and observed group with F = 40,776 andp < 0.01.Keywords: Service Training, service quality, librarian.]]>
<![CDATA[LEADER OF CHANGE BASED ON THE PERCEPTIONS OF THE BUGIS AND MAKASSAR COMMUNITIES ]]>
<![CDATA[Wustari L Mangundjaya]]>;
<![CDATA[Resekiani Mas Bakar]]>
<![CDATA[ JUPIIS: JURNAL PENDIDIKAN ILMU-ILMU SOSIAL Vol 14, No 1 (2022): JUPIIS (JURNAL PENDIDIKAN ILMU ILMU SOSIAL) JUNE ]]>
Publisher : <![CDATA[Universitas Negeri Medan ]]>
Show Abstract
|
Download Original
|
Original Source
|
Check in Google Scholar
|
DOI: 10.24114/jupiis.v14i1.32975
<![CDATA[Nowadays, the organization can be called a boundaryless organization, as moving from one organization to another and from one place to another is inevitable. In this regard, understanding the condition and characteristics of a society and culture is a must for a leader. A leader, especially a change leader, has to understand the culture, as he or she has to influence subordinates to follow the organization's objectives, without employees' commitment and support, the organizational change will be hard to achieve. Meanwhile, Indonesia consists of thousands of islands with various ethnics and cultures, making Indonesia a very diverse country, which then makes a leader should have an understanding of the characteristics of the people in the organization. The ethnic of Bugis-Makassar is the majority of the ethnic who stay in Makassar city. This study uses a qualitative approach with FGD as the tool in data collection. The number of participants is 30. The results show that the majority of the participants prefer to have a leader with the role of Coach compared with the other two roles. This result is expected to have contributed to the change leader that will be assigned in the organization with the majority of people from Bugis-Makassar.]]>
<![CDATA[Persiapan menghadapi puberitas bagi remaja awal di SD Pertiwi Makassar ]]>
<![CDATA[Eva Meizara Puspita Dewi]]>;
<![CDATA[Resekiani MasBakar]]>
<![CDATA[ Seminar Nasional Pengabdian Kepada Masyarakat Vol 2018, No 7: PROSIDING 7 ]]>
Publisher : <![CDATA[Seminar Nasional Pengabdian Kepada Masyarakat ]]>
Show Abstract
|
Download Original
|
Original Source
|
Check in Google Scholar
|
Full PDF (380.829 KB)
<![CDATA[One of characteristics of puberty in teenage girls ismenarche (or first menstruation). This is not a simple stage. Itrequires psychological understanding and preparation indealing with it through providing psychoeducation. Thispsychoeducation activity was designed systematically andmeasurably to produce a module on puberty education in earlyadolescents which was equipped with a test of participants'understanding on puberty and menstruation before and afterjoining the psychoeducation. The number of participants whoparticipated in this activity was 75 students. The methods usedare lectures, discussions, audiovisuals and games. The resultsshowed that the post-test score proved to be greater than thepre-test score. It can be concluded that the treatment in theform of psychoeducation namely knowledge of puberty andreadiness for menarche can increase adolescents' readiness infacing menarche.]]>
<![CDATA[Melejitkan Potensi dalam Public Speaking Class ]]>
<![CDATA[Resekiani Mas Bakar]]>
<![CDATA[ Seminar Nasional Pengabdian Kepada Masyarakat PROSIDING EDISI 5: SEMNAS 2020 ]]>
Publisher : <![CDATA[Seminar Nasional Pengabdian Kepada Masyarakat ]]>
Show Abstract
|
Download Original
|
Original Source
|
Check in Google Scholar
|
Full PDF (645.308 KB)
<![CDATA[Keterampilan verbal dalam public speaking merupakan salah satu soft skill yang penting dalam interaksi interpersonal dan kebutuhan akademik. Hambatan dalam menyampaikan argumen secara verbal sering dialami individu karena takut berbicara di depan orang lain. Kegiatan ini bertujuan untuk meningkatkan ketrampilan peserta dalam berbicara di depan umum termasuk teknik mengelola rasa takut, prinsip pembukaan dan penutupan yang efektif, dan pemahaman tentang pentingnya 3V (verbal, suara, dan visual). Pesertanya berasal dari mahasiswa dan lulusan perguruan tinggi di Makassar sebanyak 16 orang. Kegiatan pelatihan berlangsung selama 8 jam dengan memadukan metode presentasi, simulasi, role play, dan peer review. Para peserta menunjukkan antusiasme dan keaktifannya selama proses pelatihan hingga tahap evaluasi melalui peer review]]>
<![CDATA[Peningkatan kemampuan penelitian melalui pelatihan manajemen referenci dan teknik effective writing ]]>
<![CDATA[Resekiani Mas Bakar]]>;
<![CDATA[Andi Nasrawati Hamid]]>
<![CDATA[ Seminar Nasional Pengabdian Kepada Masyarakat Vol 2019, No 4: PROSIDNG 4 ]]>
Publisher : <![CDATA[Seminar Nasional Pengabdian Kepada Masyarakat ]]>
Show Abstract
|
Download Original
|
Original Source
|
Check in Google Scholar
|
Full PDF (84.827 KB)
<![CDATA[The great academic demand to create the scientific article with high quality is the main factor that drives the partner to develop their skill in all aspects. One of the essential skills is obtaining the suitable reference with the topic in order to create the better understanding. The reference suitability between the topic and writing effectivity is the crucial element in creating academic writing, therefore, the understanding towards the function and features of journal search engine and reference management is highly important. This social partnership program aims to develop the participants’ skill to explore and find the literature, especially e-journal and practice an effective writing. This topic also relates to the use of management reference. The materials in this training consist of the application of Google Scholar and Proquest as the journal search engine and Mendeley as the reference management software. The participants in this event comes from the members of Industrial and Organizational Psychology Assosiation (APIO) South Sulawesi, APIO community, and professionals. The number of participants was 40. The result of training evaluation found that 95% of the participants gained the new knowledge and 90% considered that trainer understanding was great. Furhtermore, the involvement and enthusiasm of participants in this event suppoerted this program. ]]>
<![CDATA[Tantangan Pendidikan di Era Disruptif: Ujian Online Berbasis Smartphone dengan Pengembangan Aplikasi xSIA ]]>
<![CDATA[Resekiani Mas Bakar]]>;
<![CDATA[Benny Enrico Leonard Panggabean]]>;
<![CDATA[Eva Meizarra Puspita Dewi]]>
<![CDATA[ Jurnal Psikologi TALENTA Vol 4, No 1 (2018): September ]]>
Publisher : <![CDATA[Universitas Negeri Makassar ]]>
Show Abstract
|
Download Original
|
Original Source
|
Check in Google Scholar
|
Full PDF (417.721 KB)
|
DOI: 10.26858/talenta.v4i1.6842
<![CDATA[Xsia21.xSIA.app was a digital archive system that simplified the lecturer in conducting, verifying and analysing the test result. The paperless method aimed to facilitate the participants to perform an examination without paper and pencil and for the lecturer to check the result as well. The participants in this study were 35 students. Participants filled four kinds of online assessment are questionare of paperless method, questionare of interview subject scale, true false test and multiple choice test. Test analysis used descriptive technique in xSIA web. The result of this study showed that positive responses enabled the participants show their positive emotion, share their opinion each other, receive the new experiences and represent their high interest. In addition, online test provided time efficiency and attractive design. The result of online test illustrated high score for most participants and proved that online test in Interview Subject offer a lot of advantages, either for students or lecturer. ]]>
<![CDATA[Post-service recovery emotion and customer trust: The role of satisfaction as mediation ]]>
<![CDATA[Resekiani Mas Bakar]]>;
<![CDATA[Zhafran Fadhil Damara]]>;
<![CDATA[Ahmad Yasser Mansyur]]>
<![CDATA[ Jurnal Manajemen dan Pemasaran Jasa Vol. 13 No. 1 (2020): Maret ]]>
Publisher : <![CDATA[Lembaga Penerbit Fakultas Ekonomi dan Bisnis ]]>
Show Abstract
|
Download Original
|
Original Source
|
Check in Google Scholar
|
Full PDF (606.27 KB)
|
DOI: 10.25105/jmpj.v13i1.5900
<![CDATA[Service failure is inevitable, leading to the provision of a recovery method by companies to overcome customer mistrust, that creates certain emotions. This research, therefore, aims to examine the indirect effect of customer emotion on trust and service recovery mediated by satisfaction. Data were obtained from 104 participants that read the vignette on service failure and recovery. This study used the data analysis of Process Hayes to measure the role of mediation. The result showed that customer satisfaction moderated the indirect effect between emotion and trust after service failure. In addition, cognitive appraisal theory supports the interactional and procedural process used to provide positive judgment. The implication of this study is useful for companies to minimize the possibility of service failure and provide recovery in order to maintain customer trust.]]>
<![CDATA[Peningkatan Komunikasi Efektif dan Kerja Tim Melalui Outbound Training ]]>
<![CDATA[Resekiani Mas Bakar]]>;
<![CDATA[Bobby Poerwanto]]>;
<![CDATA[Ahmad Fudhail Madjid]]>
<![CDATA[ INOVASI: Jurnal Hasil Pengabdian Masyarakat Vol 2, No 1 (2022): INOVASI: Jurnal Hasil Pengabdian Masyarakat ]]>
Publisher : <![CDATA[INOVASI: Jurnal Hasil Pengabdian Masyarakat ]]>
Show Abstract
|
Download Original
|
Original Source
|
Check in Google Scholar
|
Full PDF (908.161 KB)
|
DOI: 10.35580/inovasi.v2i1.33881
<![CDATA[Abstrak. Kegiatan pengabdian ini bertujuan untuk membangun komunikasi efektif dan kerja tim melalui kegiatan outbound training pada karyawan PT. Garuda Indonesia kantor cabang Makassar. Outbound training adalah aktivitas bersifat experiental learning yang dilakukan dengan cara mengalami permainan yang mencerminkan simulasi dari pola maupun budaya kerja perusahaan. Para peserta diminta untuk menyelesaikan beberapa tugas dalam bentuk games, lalu kemudian dihubungkan dengan dunia kerja dan dunia persaingan dalam bidang penerbangan. Games yang diberikan juga menjadi sarana dalam memfasilitasi bagi peserta dalam mengenali potensi yang dimiliki oleh pribadi maupun kelompok, agar hambatan yang selama ini dirasakan mampu diminimalisir. Peserta menyatakan senang dengan pelaksanaan kegiatan pengabdian karena dapat memberikan penyegaran dan menambah keterampilan bagi mitra. Keterampilan yang diberikan, tidak hanya bagaimana mengembangkan strategi komunikasi yang efektif tetapi juga mendapatkan infomasi tambahan tentang kelebihan serta kelemahan masing-masing peserta dalam mengevaluasi kinerja pribadi agar lebih produktif di masa mendatang. Kata Kunci: Outbound training, komunikasi efektif, kerja tim]]>
<![CDATA[Attractive Learning Strategy bagi Dosen dalam Pembelajaran Sinkronous dan Asinkronous ]]>
<![CDATA[Resekiani Mas Bakar]]>;
<![CDATA[Muh. Nur Hidayat Nurdin]]>;
<![CDATA[Faradillah Firdaus]]>;
<![CDATA[Lukman Lukman]]>
<![CDATA[ INOVASI: Jurnal Hasil Pengabdian Masyarakat Vol 2, No 2 (2022): INOVASI: Jurnal Hasil Pengabdian Masyarakat ]]>
Publisher : <![CDATA[Universitas Negeri Makassar ]]>
Show Abstract
|
Download Original
|
Original Source
|
Check in Google Scholar
|
Full PDF (388.733 KB)
|
DOI: 10.35580/inovasi.v2i2.40726
<![CDATA[Abstrak. Strategi pembelajaran attractive menjadi metode yang efektif dalam mendukung proses pembelajaran secara sinkronous dan asinkronous. Attractive learning strategy dengan menggunakan media teknologi berbasis visual dianggap mampu meningkatkan efektifitas dalam pembelajaran di era digitalisasi. Pelatihan attractive learning strategy bertujuan untuk memberikan informasi dan pengetahuan kepada para peserta mengenai model pembelajaran yang efektif. Pelatihan ini juga meningkatkan keterampilan dosen dalam membuat media pembelajaran yang interaktif, sehingga mahasiswa mampu menyerap bahan pembelajaran secara sinkronous maupun asinkronous. Peserta pelatihan berjumlah 35 orang yang merupakan dosen pada Institut Teknologi dan Bisnis Nobel Indonesia Makassar. Proses pelatihan dilakukan selama 9 jam yang berlangsung secara tatap muka dengan serangkaian metode, yaitu ceramah, diskusi, simulasi, praktik pembuatan e-modul, quiz, dan praktik video pembelajaran interaktif. Peserta pelatihan attractive learning strategi menunjukkan keaktifan dan antusiasme yang tinggi selama pelatihan berlangsung mulai dari sesi penyampaian materi hingga role play. Hasil evaluasi menunjukkan bahwa materi dan aktivitas pelatihan dinilai baik serta bermanfaat bagi para peserta dalam menerapkan strategi pembelajaran interaktif menggunakan media teknologi secara sinkronous dan asinkronous. Kata Kunci: Attractive Learning Strategy, Sinkronous, Asinkronous, Dosen, Teknologi berbasis Visual]]>
