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All Journal International Journal of Applied Business Research
Fatya Alty Amalia
Lecturer, Department of Business Administration, Politeknik Negeri Bandung, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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The Link between Engagement and Service Performance: The Mediation Role of Job Satisfaction and Customer-Oriented Behavior Mohammed A. Sadiq; Arie Indra Gunawan; Adila Sosianika; Fatya Alty Amalia
Jurnal Internasional Penelitian Bisnis Terapan Vol 4 No 01 (2022)
Publisher : Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35313/ijabr.v4i1.208

Abstract

This study investigates the impact of engagement on service performance, both directly and through the mediation role of job satisfaction and customer-oriented behavior, among Small-Medium Enterprises (SMEs) frontline employees. 451 frontline employee data were gathered from SMEs in the greater Bandung region, Indonesia. To examine the hypothesized relationship between variables, the data were assessed using Partial Least Square (PLS). Also, the Bootstrap method was employed to assess job satisfaction and customer-oriented behaviors’ mediation role. The result reinforces the existence of a multi-dimensional engagement concept that encompasses the engagement towards both job and organization. This engagement does not directly influence employee service performance; it is influenced indirectly through job satisfaction and customer-oriented behavior. The managerial practices and theoretical significance of these findings are examined.
Co-Authors Arie Indra Gunawan Mohammed A. Sadiq Sosianika, Adila