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"ABSTRAKSektor jasa memiliki peran yang penting dalam pertumbuhan GDP diIndonesia, terutama sektor jasa industri. Namun persaingan antara sektor asing dandomestik mendorong jasa industri di Indonesia terutama Professional Service Firm(PSF) untuk meningkatkan daya saing mereka. PSF merupakan perusahaan yangberkerja secara internal bersama organisasi dan secara eksternal bersama klien.Oleh karena itu PSF membutuhkan pegawai yang memiliki komitmen yang tinggiuntuk menyampaikan produk dan jasa mereka, dan juga membutuhkan tingkatengagement yang tinggi untuk menghasilkan output yang luar biasa melebihikompetitor lainnya. Penelitian lebih dalam dilakukan untuk mengetahui faktorfaktoryang mempengaruhi work engagement yaitu psychological contract breach(PCB) dan job satisfaction. Selain itu penelitian juga melakukan analisis mengenaidampak work engagement pada employee commitment foci seperti organizationalcommitment, team commitment, profession commitment, dan client commitment.Hasil penelitian menyatakan bahwa terdapat hubungan yang signifikan pada faktorfaktoryang mempengaruhi work engagement dan tiga dimensi work engagementmemiliki pengaruh signifikan masing kepada employee commitment foci

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ABSTRACTService sector has an important role in the growth of GDP in Indonesia,especially industrial service sector. However, competition between foreign sectorand domestic sector encouges industrial service sector in Indonesia, especiallyProfessional Service Firm (PSF) to increase their competitiveness. PSF is acompany that works internally with their organization and externally with theirclient. Therefore, PSF needs the commitmen of their employees to deliver productsand service, and they also need a high engagement level on their employee toproduce exceptional output to outperform their competitors. This study conductedfor knowing factors that affect work engagement such as psychological contractbreach (PCB) and job satisfaction. Furthermore, this study also did an analysisabout work engagement?s effects on employee commitment foci likeorganizational, team, profession and client commitment. Results find that there aresignificant relations between work engagement and its factors and three dimensionsof work engagement have siginificants effect on each employee commitment foci."

"Kinerja pegawai negeri menggambarkan layanan publik dari lembaga pemerintah. Untuk mewujudkan pelayanan publik yang optimal, pemerintah perlu meningkatkan kinerja pegawai yang bekerja pada instansi pemerintah. Beberapa faktor yang dapat mempengaruhi kinerja pegawai negeri adalah motivasi, peran pemimpin dan work engagement. Penelitian ini menggunakan variabel public service motivation untuk mengukur motivasi pegawai negeri, sedangkan peran pemimpin dilihat berdasarkan gaya kepemimpinan authentic leadership. Kuesioner yang digunakan adalah skala Likert 6 poin. Penelitian dilakukan pada instansi Badan Pengawasan Keuangan dan Pembangunan (BPKP). Sampel terdiri adari 276 orang. Data diolah menggunakan aplikasi SPSS dan SEM LISREL. Penelitian ini mencoba menjelaskan faktor-faktor apa yang dapat meningkatkan kinerja pegawai negeri. Hasil penelitian ini menemukan bahwa public service motivation, authentic leadership dan work engagement mempengaruhi kinerja pegawai secara signifikan dan work engagement memediasi hubungan antara public service motivation dan authentic leadership terhadap kinerja pegawai.

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The performance of civil servants illustrates the public services from government agencies. To realize optimal public services, the government needs to improve the performance of employees government. Several factors that can affect the performance of civil servants are motivation, the role of leaders and work engagement. This study uses public service motivation variables to measure the motivation of civil servants, while the role of leaders is seen based on authentic leadership styles. The questionnaire used was a 6-point Likert scale. The study was conducted at the Financial and Development Supervisory Board (BPKP). The sample consisted of 276 respondents. Data is processed by using SPSS and SEM LISREL applications. This study tries to explain what factors can improve the performance of civil servants. The results shows that public service motivation, authentic leadership and work engagement significantly affect employee performance and work engagement mediates the relationship between public service motivation and authentic leadership on employee performance."

"ABSTRAKTingkat pertumbuhan industri di Indonesia yang cenderung tinggi menuntut setiap industri untuk memiliki performa yang baik sehingga mampu bersaing secara kompetitif. Performa perusahaan yang baik dipengaruhi oleh produktivitas pekerja yang dipengaruhi oleh tingkat Job Satisfaction yang dimiliki oleh setiap pegawai. Secara langsung maupun tidak langsung Job Satisfaction dapat mempengaruhi banyak aspek bagi suatu perusahaan termasuk Customer Satisfaction yang merupakan focus utama bagi perusahan yang bergerak di bidang service. Ada banyak teori yang mendukung mengenai pentingnya meningkatkan Job Satisfaction bagi suatu perusahaan. Salah satunya Herzberg‟s Two Factors Theory yang menekankan bahwa terdapat 2 faktor utama yang dapat mempengaruhi Job Satisfaction pegawai yaitu Motivators dan Hygiene Factors. Pada penelitian ini, penulis melakukan pengujian Herzberg‟s Two Factors Theory pada salah satu Professional Service Firm di Indonesia. Penelitian ini melakukan pengujian terhadap 156 responden melalui kusioner Job Descriptive Index dan kuisioner berlandaskan Herzberg‟s Two Factors Theory.Penelitian ini bertujuan untuk mengukur tingkat Job Satisfaction pegawai dan mencari faktor dominan yang mempengaruhi Job Satisfaction pegawai. Setelah itu penelitian ini juga dilanjutkan dengan perancangan strategi menggunakan System Analysis Tools (SAT) guna meningkatkan Job Satisfaction pegawai di Professional Service Firm tersebut.

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ABSTRACTThe growth rate of Industries in Indonesia has grown so significance that made this country has to increase its industrial performance that influence industrial competiveness. Industrial performance influenced by workers' productivity. Many aspects that influence workers' productivity organization commitment, work engagement and Job Satisfaction. Job Satisfaction has a big impact for a company espescially for service company since Job Satisfaction affects Customer Sarisfaction. There are many theories that support the importance of improve Job Satisfaction for company. Herzberg?s Two Factors theory explained about the factors that affecting Employee Job Satisfaction. They are Motivator Factors and Hygiene Factors. This research examined Herzberg?s Two Factors Theory in Professional Service Firm in Indonesia. There are about 156 respondends that participate in this research. The dominant factors were found through Job Descriptive Index and questionnaire that related with Herzberg‟s Two Factors Theory were used in this research. At the end, based on the results, researchers was trying to make a strategy to imptove Job Satisfaction Level in Professional Service Firm"

"Penelitian ini ditujukan untuk mengetahui pengaruh job resources, public service motivation sebagai faktor pendorong affective commitment melalui mediasi work engagement pada pegawai negeri sipil di Lingkungan Kanwil DJP Jakarta Selatan II. Responden penelitian ini adalah pegawai dengan jabatan Pelaksana Lainnya dan Account Representative. Total responden dalam penelitian ini berjumlah 226 orang. Hasil penelitian menunjukkan bahwa job resources dan public service motivation memiliki pengaruh positif dan signifikan kepada affective commitment. Work engagement memediasi pengaruh job resources dan public service motivation terhadap affective commitment.

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This study aims to determine the effect of job resources and public service motivation as a driving factor for affective commitment and the mediating role of work engagement among civil servants in Jakarta Selatan II Regional Tax Office. Respondents of this research are employees by the position "Pelaksana Lainnya" and "Account Representatives". The total respondents in this study were 226 people. The results showed that job resources and public service motivation positively and significantly affected affective commitment. This study finds that work engagement mediates the impact of job resources and public service motivation toward affective commitment."

"Service quality adalah aspek penting pada industri jasa dan pernah dibahas dalam beberapa industri, hospitality. Dengan adanya akselerasi penggunaan teknologi digital, setiap industri perlu beradaptasi ervice quality adalah aspek penting pada industri jasa dan pernah dibahas dalam beberapa industri, contohnya perbankan, kesehatan, dan hospitality. Dengan adanya akselerasi penggunaan teknologi digital, setiap industri perlu beradaptasi dalam menggunakan teknologi dengan cepat termasuk industry kreatif. Walaupun desainer interior beradaptasi dengan penggunaan teknologi, tetapi desainer merasa tertantang karena masih banyak proses desain yang dilakukan secara langsung (seperti brainstorming, membuat mood board, kolaborasi, dll), infrastruktur internet yang belum stabil, serta software yang ada belum memenuhi seluruh kebutuhan desainer. Penelitian ini meneliti tentang psychological capital serta pengaruhnya terhadap service quality dengan mediasi digital readiness, innovative work behavior dan work engagement. Seratus lima puluh dua data dari subjek desainer interior dikumpulkan dengan snowball sampling dan targeted sampling kepada desainer interior dan dianalisis dengan PLS SEM. Hasil penelitian menunjukkan bahwa psychological capital berpengaruh positif terhadap digital readiness, innovative work behavior, dan work engagement. Service quality dipengaruhi innovative work behavior dan work engagement secara positif, semakin seseorang terikat dengan pekerjaannya dan bersikap inovarif, kemampuannya untuk memproduksi service quality akan membaik. Tetapi, digital readiness berpengaruh negatif terhadap innovative work behavior hal ini dapat disebabkan oleh kendala yang dihadapi desainer saat menggunakan teknologi digital.

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Service quality is an important aspect in service industries, and it has been discussed in many industries, such as banking, healthcare, and hospitality. There is a need to view the creative industry such as designer, in this instance, digital technology effects service quality, and pandemic Covid-19 accelerates the adaptation and people have to adjust quickly. Although designer interiors are adjusting, they feel challenged, because their design processes like brainstorming, mood boarding, collaboration, etc. are usually done in person, not in virtual. The other challenges are instability in internet connection and software that not met designers’ expectation. This research proposes the psychological capital of interior designers could affect their service quality mediated by digital readiness, innovative work behavior, and work engagement. Data collected using a questionnaire-based survey of 152 interior designers in Indonesia, using snowball and targeted sampling. Data was analyzed using PLS SEM. The result of this research show that psychological capital has positive affect on digital readiness, innovative work behavior, and work engagement. Moreover, to enhance service quality, someone needs to increase their innovative behavior and work engagement. Yet digital readiness has negative impact on innovative work behavior, and it might be happened because designers feel many challenges in using digital technology."

"Tingginya tingkat persaingan di industri penerbangan saat ini mengakibatkan maskapai penerbangan harus berusaha untuk bisa tetap bertahan. Pemberian pelayanan yang berkualitas merupakan salah satu hal yang dapat menjadi daya saing bagi perusahaan maskapai penerbangan Indonesia untuk tetap dapat bersaing. Pramugari merupakan rekan strategis bagi perusahaan maskapai penerbangan karena merupakan pelaku utama dalam pemberian pelayanan yang berkualitas dan penanganan terhadap keluhan serta masalah penumpang secara efektif.Pramugari berpotensi menghadapi stres dalam melakukan pekerjaannya yang dapat mengakibatkan perilaku kasar dalam melayani penumpang. Oleh sebab itu, perusahaan maskapai penerbangan harus dapat memotivasi pramugari untuk melakukan pekerjaannya dengan sukses. Salah satu hal yang dapat dilakukan oleh perusahaan adalah menerapkan high-performance work practices. Penerapan high-performance work practices di perusahaan diharapkan akan dapat meningkatkan career satisfaction dan work engagement yang selanjutnya akan mempengaruhi kinerja pramugari.Penelitian ini bertujuan untuk mengetahui pengaruh high-performance work practices, terhadap job performance dan service recovery performance dengan career satisfaction dan work engagement sebagai mediasi menggunakan Structural Equation Modeling (SEM). Data penelitian diperoleh dengan menyebarkan kuesioner secara online dan offline terhadap 180 pramugari maskapai penerbangan Indonesia.Hasil penelitian menunjukan bahwa high-performance work practices memiliki pengaruh tidak langsung terhadap job performance dan service recovery performance. Hasil-hasil tersebut dibahas lebih jauh dalam penelitian ini.

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The high level of competition in the aviation industry currently results in airlines having to try to survive. Providing quality services is one of the things that can be a competitiveness of Indonesian airline companies to remain competitive. Flight attendants are strategic partners for airlines because they are the main actors in providing quality services and handling passenger complaints and problems effectively.

Flight attendants have the potential to deal with stress in carrying out their work which can lead to abusive behavior in serving passengers. Therefore, airline companies must be able to motivate flight attendants to do their jobs successfully. One of the things that can be done by companies is implementing high-performance work practices. The implementation of high-performance work practices in the company is expected to be able to improve career satisfaction and work engagement which will further affect the performance of flight attendants.

This study aims to determine the effect of high-performance work practices, on job performance and recovery performance services with career satisfaction and work engagement as mediation using Structural Equation Modeling (SEM). The research data was obtained by distributing questionnaires online and offline to 180 Indonesian airline flight attendants.

The results show that high-performance work practices have an indirect influence on job performance and service recovery performance. These results are discussed further in this study."

"Penelitian ini bertujuan untuk mengetahui pengaruh high performance work practices terhadap job performance dan extra-role customer service dengan dimediasi oleh work engagement. Responden dalam penelitian ini adalah 188 karyawan frontline beberapa hotel bintang 4 dan 5 di Jakarta. Dengan menggunakan metode pengolahan data Structural Equation Modelling SEM.Hasil penelitian menunjukan bahwa high performance work practice memiliki pengaruh positif terhadap work engagement. Kemudian work engagement ditemukan memiliki pengaruh positif terhadap job performance. Selain itu, work engagement ditemukan memiliki pengaruh positif terhadap extra-role customer service. Hasil penelitian juga menunjukan bahwa work engagement memediasi high performance work practice terhadap job performance dan extra-role customer service.

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This study aims to determine the effect of high performance work practices on job performance and extra role customer service mediated by work engagement. Respondents in this study were 188 frontline hotel employees in Jakarta. By using the Structural Equation Modeling SEM.

The result showed that high performance work practices has positive and significant effect toward work engagement. Then work engagement is found to have positive and significant effect toward job performance. In addition, work engagement is found to have positive and significant effect toward extra role customer service. The result also discovers that work engagement was mediate the effect of high performance work practice on job performance and extra role customer service."

"Pelayanan keperawatan menjadi pusat perhatian di setiap rumah sakit karena pelayanan ini merupakan kegiatan pokok yang dapat menjadi tolok ukur penilaian pelayanan kesehatan khususnya pada ruang rawat inap. Pengukuran kinerja dilakukan untuk meningkatkan kualitas pemberian asuhan keperawatan, mengurangi biaya, melindungi perawat dari kelalaian dalam melaksanakan tugas, serta melindungi pasien dari kelalaian pelayanan kesehatan. Pencapaian Indikator berdasarkan Rencana Kerja di RSUD Bali Mandara tahun 2021 dengan indikator kinerja program Persentase Pelayanan yang memenuhi Standar Prosedur Operasional ditargetkan mencapai 100% dan realisasinya tercapai 85,45%. Pada tahun 2021, target penyediaan gaji dan tunjangan tenaga kesehatan yang terbayar sebesar 90%, dan tercapai sebesar 87,07%. Tujuan Penelitian untuk mengetahui hubungan pemberian jasa pelayanan dan work engagement terhadap kinerja perawat ruang rawat inap. Penelitian ini menggunakan rancangan observasional dengan metode pendekatan cross sectional. Jumlah sampel yang terpilih sebanyak 241 orang. Analisis data menggunakan uji regresi logistik ganda. Hasil penelitian menunjukkan ada hubungan signifikan antara pemberian jasa pelayanan dan work engagement terhadap kinerja perawat. Variabel work engagement merupakan variabel yang paling dominan mempengaruhi kinerja perawat ruang rawat inap di RSUD Bali Mandara.

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Nursing services are the center of attention in every hospital because this service is a main activity that can be used as a benchmark for evaluating health services, especially in inpatient rooms. Performance measurement is carried out to improve the quality of providing nursing care, reduce costs, protect nurses from negligence in carrying out their duties, and protect patients from negligence in health services. Achievement of Indicators based on the Work Plan at Bali Mandara Hospital in 2021 with the performance indicator of the Percentage of Services program that meets Standard Operating Procedures is targeted to reach 100% and the realization reached 85.45%. In 2021, the target of providing salaries and benefits for health workers is 90%, and 87.07% is achieved. The research objective was to determine the relationship between service delivery and work engagement on the performance of inpatient nurses. This study used an observational design with a cross sectional. The number of samples selected was 241 people. Data analysis used multiple logistic regression test. The results showed that there was a significant relationship between service delivery and work engagement on nurse performance. Variable work engagement is the most dominant variable influencing the performance of inpatient nurses at Bali Mandara Hospital."

"Penelitian ini dilakukan untuk mengetahui pengaruh dari grit dan kepemimpinan transformasional pada work engagement pada karyawan dari 62 perusahaan startup. Data diambil melalui kuesioner yang disebarkan secara online di Jakarta (N = 204). Alat ukur yang digunakan untuk mengukur variabel dalam penelitian ini adalah The Grit Scale (Duckworth, Peterson, Matthews, & Kelly, 2007), MLQ (Multifactor Leadership Questionnaire) (Bass & Avolio, 1991), dan The UWES-9 (Utrecht Work Engagement Scale) (Schaufeli, Bakker, & Salanova, 2006) yang telah diterjemahkan ke dalam Bahasa Indonesia. Data diolah dengan menggunakan model regresi berganda pada SPSS. Hasil penelitian menunjukkan bahwa grit dan kepemimpinan transformasional berpengaruh secara positif dan signifikan terhadap work engagement. Hasil penelitian menunjukkan bahwa kepemimpinan transformasional memiliki varians yang unik pada work engagement setelah mengontrol grit. Diskusi dan saran dipaparkan pada bagian akhir penelitian ini.

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This research was conducted to determine the contribution of grit and transformational leadership on work engagement. Data was collected through an online survey to employees from 62 startups in Jakarta (N = 204). Variables were measured using Indonesian-translation of The Grit Scale (Duckworth, Peterson, Matthews, & Kelly, 2007), MLQ (Multifactor Leadership Questionnaire) (Bass & Avolio, 1991), and The UWES-9 (Utrecht Work Engagement Scale) (Schaufeli, Bakker, & Salanova, 2006). Data were analyzed using multiple regression analyses. The results showed that grit and transformational leadership had a positive and significant effect on work engagement. Results also showed that transformational leadership had a significant incremental variance on work engagement above and beyond grit. Discussions and suggestions are presented at the end of this study."

"Perilaku inovatif layanan di sektor publik dibutuhkan untuk menghadapi perubahan yang semakin dinamis dan masyarakat yang semakin kritis menuntut pelayanan yang efektif dan efisien. Penelitian ini bertujuan untuk menguji pengaruh workplace happiness dan proactive personality terhadap employee service innovative behavior dan pengaruh tidak langsung melalui mediasi work engagement. Data empiris dikumpulkan dari 711 staf pegawai tetap BPJS Kesehatan dengan menggunakan metode survei online. Studi ini di analisis menggunakan Structural Equation Modeling (SEM) dan confirmatory factor analysis untuk menguji tujuh hipotesis yang diajukan. Hasil penelitian menunjukkan bahwa workplace happiness dan proactive personality berpengaruh positif terhadap employee service innovative behavior, baik secara langsung maupun melalui mediasi work engagement. Lebih lanjut, penelitian ini diharapkan dapat memberikan kontribusi bagi pengambil kebijakan di bidang sumber daya manusia untuk mengidentifikasi kepribadian proaktif dalam rekrutmen dan seleksi talenta serta menciptakan kondisi kebahagiaan di tempat kerja untuk meningkatkan perilaku inovatif layanan karyawan, khususnya di sektor publik

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Service Innovative Behavior in the public sector is required to deal with highly dynamic changes and more critical society insist an effective and efficient service. This study aims to examine the impact of workplace happiness and proactive personality on employee service innovative behavior and the indirect effect through the mediation of work engagement. Empirical data was collected from 711 employees of a public service organization using an online survey method. This study analyzed using Structural Equation Modeling (SEM) and confirmatory factor analysis to test the seven hypotheses proposed. The result shows that workplace happiness and proactive personality positively influenced employee service innovative behavior, both directly and through the mediation of work engagement. Furthermore, this study is expected to contribute to the policymakers in human resources to identify proactive personality in talent recruitment and selection and pay attention for creating workplace happiness to stimulate the service innovative behavior of employees, specifically in the public sector."