Article Per Year (5 Year)
p-Index From 2021 - 2026
0.408
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This Author published in this journals
All Journal Journal of Economic, Bussines and Accounting (COSTING) Management Studies and Entrepreneurship Journal (MSEJ)
Carmen Mandey
Universitas Klabat
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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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.
Co-Authors Deske W. Mandagi