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All Journal Aptisi Transactions on Technopreneurship (ATT) Jurnal Bisnis Hospitaliti
Goeltom, Vasco Adato Haholongan
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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AI-Driven POS, Adaptable Workload, and Service Culture Influence on Frontline Employee Performance Kristiana, Yustisia; Goeltom, Vasco Adato Haholongan; Nathalia, Theodosia C.
Aptisi Transactions On Technopreneurship (ATT) Vol 7 No 1 (2025): March
Publisher : Pandawan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/att.v7i1.535

Abstract

This study investigates the influence of AI-driven perceived organizational support (AI-driven POS), adaptable workload, and service culture on employee performance, with career commitment serving as a mediator. A quantitative approach was used, specifically a cross-sectional survey, involving a sample of 200 frontline hotel employees in Jakarta, selected through purposive sampling. Partial least squares structural equation modeling (PLS-SEM) was used to analyse the relationships between the variables. The findings indicated that AI-driven POS does not have a direct effect on employee performance, whereas adaptable workload and service culture are significant contributors to improving employee performance. Additionally, the study emphasizes the mediating role of career commitment in enhancing the link between adaptable workload, service culture, and employee performance. Career commitment is identified as a crucial motivational factor that encourages employees to surpass expectations. However, the mediation of career commitment between AI-driven POS and employee performance was not supported. Based on these results, the study offers several managerial recommendations for improving frontline employee performance in the hospitality industry.
DARI PAPARAN MENUJU PENGALAMAN: PENENTU KEPUASAN PELANGGAN DAN NIAT PEMBELIAN ULANG DALAM KONSUMSI TEH SUSU ARTISAN Yulius, Kevin Gustian; Goeltom, Vasco Adato Haholongan; Timba, Yosep Dudedes
JURNAL BISNIS HOSPITALITI Vol 15 No 1 (2026): Jurnal Bisnis Hospitaliti
Publisher : Pusat Penelitian & Pengabdian kepada Masyarakat, Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jbh.v15i1.2486

Abstract

This study examined the determinants of customer satisfaction and repurchase intention in artisan milk tea consumption within a contemporary F&B service context. The research addressed four key problems: the effects of social media exposure, perceived product quality, and experiential value on customer satisfaction, as well as the effect of customer satisfaction on repurchase intention. A quantitative approach with a causal hypothesis design was employed, using data collected from 160 respondents through an online questionnaire. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results indicated that social media exposure, perceived product quality, and experiential value all had positive and significant effects on customer satisfaction. Furthermore, customer satisfaction showed a strong and significant effect on repurchase intention. These findings suggested that consumer behavior in artisan milk tea consumption was shaped by the integration of digital engagement, product quality, and experiential factors. The study contributed to the understanding of experiential consumption in the F&B industry and provided practical insights for businesses in developing strategies to enhance customer satisfaction and encourage repeat purchasing behavior.
Co-Authors Theodosia C. Nathalia Timba, Yosep Dudedes Yulius, Kevin Gustian Yustisia Kristiana