"[
ABSTRAK Pada makalah konseptual ini, penulis menyajikan implikasi dari pegawai
frontliner sebagai daya jual yang dapat menarik pelanggan, berkenaan dengan
produk yang dijual oleh perusahaan tersebut. Kemampuan pegawai frontliner
dalam melaksanakan pekerjaannya dapat berakibat kepada meningkatnya loyalitas
pelanggan, yang menjanjikan lebih banyak lagi manfaat bagi perusahaan sebagai
merek acuan pelanggan. Makalah ini juga mengevaluasi efek-efek dari dalam
internal organisasi seperti budaya, dukungan dari manajemen teratas, serta
jaminan pegawai, dalam menentukan kesediaan pegawai frontliner untuk
merepresentasikan perusahaan tempat mereka bekerja. Model yang disediakan
dalam makalah ini menunjukan hubungan 360 derajat antara organisasi, pegawai
frontliner, dan para pelanggannya.
ABSTRACT In this conceptual paper, the author presents the implications of FrontlineEmployees (FLEs) as a selling proposition that could attract customers, in respectto the products that the firm actually sells. FLEs ability to perform in the way thefirm desires lead to customer engagement and attachment, which could later butsurely grow into customer loyalty that promises even more advantages for thecompany as their preferred brand. This paper also evaluates organisational effectssuch as culture, top management support, and employee benefits on FLEswillingness to act as a direct representation of the company they are working for.The model provided in this paper draws the 360-degree relationship betweenorganisations, FLEs, and their customers., In this conceptual paper, the author presents the implications of FrontlineEmployees (FLEs) as a selling proposition that could attract customers, in respectto the products that the firm actually sells. FLEs ability to perform in the way thefirm desires lead to customer engagement and attachment, which could later butsurely grow into customer loyalty that promises even more advantages for thecompany as their preferred brand. This paper also evaluates organisational effectssuch as culture, top management support, and employee benefits on FLEswillingness to act as a direct representation of the company they are working for.The model provided in this paper draws the 360-degree relationship betweenorganisations, FLEs, and their customers.]"
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2015