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Kainde, Sandra J. R.
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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Work-Life Balance, Kepuasan Kerja, dan Kinerja Di Antara Karyawan Milenial dan Gen Z: Tinjauan Sistematis Waworuntu, Evi C; Kainde, Sandra J. R.; Mandagi, Deske W
Society Vol 10 No 2 (2022): Society
Publisher : Laboratorium Rekayasa Sosial, Jurusan Sosiologi, FISIP Universitas Bangka Belitung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33019/society.v10i2.464

Abstract

Although the impact of work-life balance and job satisfaction on employee performance has been extensively studied, there still lacks a comprehensive understanding of the interplay among these variables among millennials and generation Z (gen Z) employees. This present inquiry, therefore, aims to systematically analyze how work-life balance and job satisfaction affect millennials’ and gen Z’s performance. Following a systematic literature review approach, relevant studies published in 2018-2022 were derived from two main academic databases (Google scholar and Research gate). Thirty-five peer-reviewed articles were then carefully selected and analyzed. The result shows that (1) work-life balance and job satisfaction positively affect millennial’s and gen Z’s performance; (2) gen Z are more idealists in thriving for work and growth (3) millennials and gen Z put a value on the supportive work environment, supportive supervisor, and career opportunity for job satisfaction (4) millennial and gen Z put a value on flexibility of work hours, annual leave and work from home for work-life balance.
Mapping The Evolution of Customer Experience Management Research in Indonesia Pasuhuk, Lefrand S.; Kainde, Sandra J. R.; Mandagi, Deske W.
Jurnal Economic Resource Vol. 9 No. 1 (2026): October - March
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v9i1.2104

Abstract

Customer Experience Management (CEM) has emerged as a critical strategic paradigm for enhancing customer satisfaction, strengthening loyalty, and sustaining competitive advantage in increasingly digital and experience-driven markets. This study conducts a systematic literature review (SLR) to map the evolution, intellectual structure, and thematic development of CEM research in the Indonesian context. Following the PRISMA framework, 210 records were initially retrieved from the Scopus database, yielding a final sample of 67 peer-reviewed journal articles published between 2010 and 2025. Bibliometric and keyword co-occurrence analyses reveal four dominant research clusters: customer experience and relationship management; brand management and brand equity development; digital and technology-enabled marketing; and sales performance and market-driven strategy. The findings indicate that Indonesian CEM research has evolved from traditional service quality and satisfaction perspectives toward more integrated, experience-centric, and digitally enabled frameworks. Despite this progress, several areas remain underexplored, including emotional and psychological dimensions of customer experience, advanced analytics and artificial intelligence integration, ethical and cultural considerations, and the development of robust, context-sensitive experience measurement frameworks. By synthesizing fragmented research streams into a coherent thematic structure, this study offers theoretical insights into the maturation of CEM research. It provides a foundation for advancing future scholarship and managerial practice in Indonesia and similar emerging market contexts.
Co-Authors Deske W. Mandagi Lefrand S. Pasuhuk Waworuntu, Evi C