International Journal of Applied Business Research
Vol 4 No 01 (2022)

The Link between Engagement and Service Performance: The Mediation Role of Job Satisfaction and Customer-Oriented Behavior

Mohammed A. Sadiq (Chief Lecturer, Department of Business Administration, The Federal Polytechnic Offa, Nigeria)
Arie Indra Gunawan (Lecturer, Department of Business Administration, Politeknik Negeri Bandung, Indonesia)
Adila Sosianika (Lecturer, Department of Business Administration, Politeknik Negeri Bandung, Indonesia)
Fatya Alty Amalia (Lecturer, Department of Business Administration, Politeknik Negeri Bandung, Indonesia)

Article Info

Publish Date
18 Jan 2022

Abstract

This study investigates the impact of engagement on service performance, both directly and through the mediation role of job satisfaction and customer-oriented behavior, among Small-Medium Enterprises (SMEs) frontline employees. 451 frontline employee data were gathered from SMEs in the greater Bandung region, Indonesia. To examine the hypothesized relationship between variables, the data were assessed using Partial Least Square (PLS). Also, the Bootstrap method was employed to assess job satisfaction and customer-oriented behaviors’ mediation role. The result reinforces the existence of a multi-dimensional engagement concept that encompasses the engagement towards both job and organization. This engagement does not directly influence employee service performance; it is influenced indirectly through job satisfaction and customer-oriented behavior. The managerial practices and theoretical significance of these findings are examined.

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Journal Info
International Journal of Applied Business Research
Website

Abbrev

ijabr

Publisher

Politeknik Negeri Bandung

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

Description

The International Journal of Applied Business Research (IJABR), an academic journal in the field of business, published by Bandung State Polytechnic, Indonesia. This OPEN ACCESS Journal is intended to foster and stimulate the exchange of discourses on applied business research issues among ...