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Hasil Pencarian

Ditemukan 2 dokumen yang sesuai dengan query
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Indang Ayu Safitrie
"[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 Frontline
Employees (FLEs) as a selling proposition that could attract customers, in respect
to the products that the firm actually sells. FLEs ability to perform in the way the
firm desires lead to customer engagement and attachment, which could later but
surely grow into customer loyalty that promises even more advantages for the
company as their preferred brand. This paper also evaluates organisational effects
such as culture, top management support, and employee benefits on FLEs
willingness to act as a direct representation of the company they are working for.
The model provided in this paper draws the 360-degree relationship between
organisations, FLEs, and their customers., In this conceptual paper, the author presents the implications of Frontline
Employees (FLEs) as a selling proposition that could attract customers, in respect
to the products that the firm actually sells. FLEs ability to perform in the way the
firm desires lead to customer engagement and attachment, which could later but
surely grow into customer loyalty that promises even more advantages for the
company as their preferred brand. This paper also evaluates organisational effects
such as culture, top management support, and employee benefits on FLEs
willingness to act as a direct representation of the company they are working for.
The model provided in this paper draws the 360-degree relationship between
organisations, FLEs, and their customers.]"
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2015
MK-PDF
UI - Makalah dan Kertas Kerja  Universitas Indonesia Library
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Hegina Salshabila Azani
"Berdasarkan data BPS tahun 2019, provinsi Jawa Barat, DKI Jakarta, Bali, Jawa Timur dan Jawa Tengah merupakan daerah yang paling banyak menerima tamu, baik tamu asing maupun domestik pada hotel bintang dengan akumulasi 59,44% dan Tingkat Penghunian Kamar hotel bintang di seluruh Indonesia mencapai 54,99%. Banyaknya rata- rata kunjungan tamu pada provinsi tersebut dan juga tingginya tingkat penghunian kamar di hotel bintang empat dan lima menunjukkan perlu adanya pemberian pelayanan yang berkualitas dari karyawan frontline hotel kategori tersebut terhadap para tamu yang bisa dicapai melalui berbagi pengetahuan pengalaman unik yang mereka alami dengan sesama anggota organisasi. Dimana salah satu strategi utama organisasi dalam membangun knowledge sharing yang efektif dalam organisasi adalah merancang strategi untuk mencegah anggota organisasi terlibat dalam perilaku menyembunyikan pengetahuan yang mereka miliki atau disebut dengan istilah knowledge hiding. Penelitian ini bertujuan untuk menguji kembali pengaruh Altruistic leadership terhadap perilaku knowledge hiding dengan mediasi LMX, leader triggered postive emotion, relational social capital pada karyawan frontline hotel bintang empat dan lima. Penelitian ini menitik beratkan pada perilaku knowledge hiding, yang masih jarang diteliti di Indonesia. Pengumpulan data dilakukan dengan metode survei, didapatkan responden sejumlah 192 karyawan frontline yang tersebar di lima provisnis di Indonesia yaitu, Jakarta, Jawa Barat, Jawa Tengah, Jawa Timur dan Bali. Pengolahan data menggunakan metode Structural Equation Modeling (SEM) menunjukkan hasil bahwa Leader-triggered positive emotion dan Relational social capital memediasi secara penuh pengaruh altruistic leadership terhadap perilaku knowledge hiding. Sementara Leader–member exchange tidak memediasi pengaruh altruistic leadership terhadap perilaku knowledge hiding.

Based on data from BPS in 2019, West Java, DKI Jakarta, Bali, East Java and Central Java were the areas that received the most guests, both foreign and domestic guests at star hotels, with an accumulation of 59.44% and The Room Occupancy Rate for star hotels throughout Indonesia reached 54.99%. The number of average guest visits in these provinces and also the high rate of room occupancy in four and five star hotels indicate the need to provide quality service from frontline hotel employees of that category which can be achieved through sharing knowledge of the unique experiences they have experienced with others organization member. Where one of the main strategies of organizations in building effective knowledge sharing in organizations is to design strategies to prevent organizational members from engaging in hiding knowledge they have or what is known as knowledge hiding. This study aims to re-examine the effect of altruistic leadership on knowledge hiding behavior with mediation of LMX , leader triggered postive emotion, relational social capital on frontline employees of four and five star hotels. This research focuses on knowledge hiding behavior, which is still rarely studied in Indonesia. The data was collected using a survey method. The respondents were 192 frontline employees spread across five provinces in Indonesia (Jakarta, West Java, Central Java, East Java and Bali). Data processing using the structural equation modeling (SEM) method shows that leader-triggered positive emotion and relational social capital fully mediate the influence of altruistic leadership on knowledge hiding behavior. Meanwhile, leader–member exchange does not mediate the influence of altruistic leadership on knowledge hiding behavior."
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2021
S-Pdf
UI - Skripsi Membership  Universitas Indonesia Library