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All Journal Journal of Economic, Bussines and Accounting (COSTING) Pendas : Jurnah Ilmiah Pendidikan Dasar Management Studies and Entrepreneurship Journal (MSEJ) COUNSELING FOR ALL: Jurnal Bimbingan dan Konseling JER
Mandey, Carmen
Fakultas Ekonomi Dan Bisnis, Universitas Klabat, Manado, Indonesia
Humanities Chemistry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences Other

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Employee Relations and Customer Satisfaction: A Systematic Review Carmen Mandey; Deske W. Mandagi
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 7 No. 3 (2026): Management Studies and Entrepreneurship Journal (MSEJ)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/msej.v7i3.10468

Abstract

The growing recognition of employees as central actors in service delivery has intensified scholarly interest in understanding how employee relations shape customer satisfaction. Despite a substantial body of research, the literature remains fragmented across human resource management, internal marketing, and service management domains, limiting cumulative theory development. This study presents a comprehensive systematic literature review (SLR) examining the relationship between employee relations and customer satisfaction, utilizing Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) framework. Drawing on 224 peer-reviewed journal articles, the review integrates theoretical perspectives, contextual settings, key constructs, and methodological approaches to map the intellectual structure of the field. The findings reveal dominant theoretical foundations such as social exchange theory and internal marketing, with empirical emphasis on service-oriented behavior, employee engagement, and service quality as critical linking mechanisms. However, notable gaps persist in relational dynamics, non-service contexts, and longitudinal and multi-level research designs. This study contributes to the literature by synthesizing fragmented insights into two integrative conceptual frameworks that clarify the pathways through which employee relations influence customer satisfaction. It further identifies theoretical blind spots, offers practical implications for managing employee–customer interfaces, and proposes a future research agenda to advance interdisciplinary integration in employee relations and service research.
MAPPING SERVICE RECOVERY STRATEGY RESEARCH: A SYSTEMATIC REVIEW Carmen Mandey; Deske W. Mandagi
Journal of Economic, Bussines and Accounting (COSTING) Vol. 9 No. 1 (2026): COSTING : Journal of Economic, Bussines and Accounting
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/6cctdq81

Abstract

Service recovery has become an important research area as organizations seek effective strategies to address service failures and maintain customer relationships. This study conducts a bibliometric analysis to examine the intellectual structure and thematic evolution of service recovery research. Initially, 258 publications were retrieved from the Scopus database, and after screening, 182 studies were retained for analysis. Using keyword co-occurrence and overlay visualization techniques, the results identify six major research clusters: (1) justice, satisfaction, and perceived fairness; (2) customer behavior, loyalty, and forgiveness; (3) service failure and recovery processes; (4) employee roles and organizational responses; (5) hospitality and tourism applications; and (6) digital platforms, artificial intelligence, and online service contexts. Early studies focused on justice perceptions and complaint management in service failures, while later research expanded to behavioral outcomes, organizational capabilities, and industry applications. Recent studies increasingly explore digital service environments, including online reviews, social media, and AI-enabled service recovery. These findings map the intellectual structure of service recovery research and highlight emerging directions for technology-driven service recovery and customer relationship management.
Mapping the Intellectual Structure of Research in Employer Branding and Talent Attraction Carmen Mandey; Deske W. Mandagi
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.v9i1.2339

Abstract

The growing competition for skilled talent has elevated employer branding from a supporting human resource practice to a strategic mechanism for enhancing organizational attractiveness in dynamic labor markets. Despite a rapidly expanding body of research, the employer branding and talent attraction literature remains fragmented across human resource management, marketing, and organizational studies, limiting the development of cumulative theory. This study presents a comprehensive systematic literature review (SLR) that maps the intellectual structure and evolution of research on employer branding and talent attraction using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) framework. Drawing on 78 peer-reviewed journal articles indexed in Scopus between 2007 and 2025, the review integrates bibliometric analysis and keyword co-occurrence mapping to identify dominant themes, influential contributors, and emerging research streams. The findings reveal a clear progression from early recruitment- and image-oriented perspectives toward more holistic, employee-centered approaches that emphasize talent management, employee engagement, sustainability, and digital recruitment platforms. The study also highlights persistent gaps in theoretical integration, cross-cultural analysis, and longitudinal research designs.
ETHICAL DECISION-MAKING FRAMEWORK: AN ADVENTIST PERSPECTIVE Mandey, Carmen; Sepang, Douglas
Pendas : Jurnal Ilmiah Pendidikan Dasar Vol. 11 No. 02 (2026): Volume 11 No. 2, Juni 2026 Release
Publisher : Program Studi Pendidikan Guru Sekolah Dasar FKIP Universitas Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23969/jp.v11i02.45049

Abstract

This study explores ethical decision-making (EDM) from an Adventist perspective by proposing a framework grounded in Biblical principles and the writings of Ellen G. White. Ethical decision-making has been widely discussed across various disciplines, particularly through philosophical approaches such as deontology and utilitarianism, which respectively emphasize actions and consequences. However, limited research has focused on a religion-based EDM model, especially within the Seventh-day Adventist context. Using a descriptive analysis method, this study reviews relevant literature on existing EDM models, philosophical theories, and the role of religiosity in influencing ethical behavior. The findings indicate that personal values and religious commitment significantly shape decision-making processes. Based on this foundation, the study proposes a four-step Adventist EDM framework: (1) growing in the mind and character of Christ, (2) honoring God by doing what is right, (3) seeking God’s guidance through prayer and Scripture, and (4) making decisions based on God’s will rather than fear of consequences. This proposed model emphasizes a personal relationship with God as the core of ethical decision-making and highlights faith, obedience, and spiritual growth as essential elements. The study contributes to the existing literature by offering a faith-based perspective on EDM and provides practical guidance for individuals, particularly Seventh-day Adventists, in addressing ethical dilemmas in daily life and the workplace.
ORGANIZATIONAL JUSTICE AND EMPLOYEE RELATIONS: THE MEDIATING ROLE OF ORGANIZATIONAL COMMITMENT Carmen Mandey
Counseling For All : Jurnal Bimbingan dan Konseling Vol 6 No 2 (2026): Counseling For All : Jurnal Bimbingan dan Konseling
Publisher : Universitas Nias Raya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57094/jubikon.v6i2.5572

Abstract

Purpose – This study discusses the relationship between organizational justice (OJ) and employee relations (ER) through organizational commitment (OC) as a mediator. The relationships between variables are presented in a conceptual framework. Design/methodology/approach – This study develops propositions on the relationships between the variables based on several journal articles related to this topic. The database that was used to search related studies and literature was Emerald, SAGE, ResearchGate, and SpringerLink. Proposition – Based on several reviewed literature, there are four propositions that this study proposes: 1) There is a positive relationship between OJ and ER, 2) there is a positive relationship between OJ and OC, 3) there is a positive relationship between OC and ER, and 4) the relationship between OJ and ER is mediated by OC.
Co-Authors Deske W. Mandagi Sepang, Douglas