Peran Inovation Relation Behavior dalam Memperkuat Hubungan Psychological Empowerment dan Affective Commitment Employee pada Customer Satisfaction
Keywords:
small and medium enterprises (SMES), psychological empowerment, affectif commitment, customer satisfactionAbstract
The purpose of this paper is to seek to examine the mediating role Relation Innovation Behavior (IRB) in association with psychological empowerment (PE) and Affectif Commitment employe (AC) to improve Customer Satisfaction (CS) in the industry small and medium enterprises (SME) sector services in Cirebon, Indonesia. Respondents in this study were employees and managers of SMEs by 115 respondents. Structural equation modeling and confirmatory factor analysis was performed to evaluate hypothetical model. The size of the reliability and validity were also examined. Findings: Statistical analysis showed that following each PE and AC have a positive impact on the AC, and AC affecting CS. The practical implications of this research provide a complete picture of power relations in building relationships in the SME sector and offer a deeper understanding of the factors affecting the AC, and how air conditioning affects CS. This understanding will help practitioners formulate human resources policies are effective and restructure their training programs to increase the level of commitment and performance of their employees who directly be felt customers in improving customer satisfaction.
References
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Amabile, T. (1988). A model of creativity and innovation in organizations. Research in organizational behavior, 10 (1), 123-167.
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Axtell, C. M. (2000). Shopfloor innovation: Facilitating the suggestion and implementation of ideas. Journal of Occupational and Organizational Psychology, 73, 265–285.
Baer, M. &. (2003). Innovation is not enough: Climates for initiative and psychological safety, process innovations, and firm performance. Journal of Organizational Behavior, 24, 45– 68.
Bagozzi, R. a. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16 (1), 74-94.
Bagozzi, R. P. (1992). The self-regulation of attitudes, intentions, and behavior. Social psychology quarterly, 178-204.
Bakker, A. B. (2008). Towards a model of work engagement. Career development international, 13 (3), 209-223.
Baron, R. a. (1986). The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51 (6), 1173-1182.
Bordin, C., Bartram, T., & Casimir, G. (2006). The antecedents and consequences of psychological empowerment among Singaporean IT employees. Management Research News, 30 (1), 34-46.
Boshoff, C., & Tait, M. (1996). Quality perceptions in the financial services sector: the potential impact of internal marketing. International Journal of service industry management, 7(5), 5-31.
Bowen, D., & Lawler, E. (1992). The empowerment of service workers: what, why, how, and when. Sloan Management Review, 33 (3), 31-39.
Bowen, D., & Lawler, E. (1992). The empowerment of service workers: what, why, how, and when. Sloan Management Review, 33 (3), 31-39.
Byrne, B. M. (2013). Structural equation modeling with AMOS: Basic concepts, applications, and programming. Routledge.
Caruana, A. (2002). Service loyalty: the effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36 (7/8), 811-828.
Chan, K., & Lam, W. (2011). The trade-off of servicing empowerment on employees’ service performance: examining the underlying motivation and workload mechanisms. Journal of the Academy Marketing Science, 39 (4), 609-628.
Chen, Z., Tsui, A., & Farh, J. (2002). Loyalty to supervisor vs. organizational commitment: Relationships to employee performance in China. Journal of Occupational and Organizational Psychology, 75(3), 339-356.
Coelho, F., Augusto, M., & Lages, L. (2011). Contextual factors and the creativity of frontline employees: the mediating effects of role stress and intrinsic motivation. Journal of retailing, 87, 31-45.
Conger, J., & Kanungo, R. (1988). The empowerment process: integrating theory and practice. The Academy of Management Journal, 13 (3), 471-482.
Davidson, M. C. (2003). Does organizational climate add to service quality in hotels? International Journal of contemporary hospitality management, 15(4), 206-213.
Farh, J. L., Tsui, A. S., Xin, K., & Cheng, B. S. (1998). The influence of relational demography and guanxi: The Chinese case. Organization science, 9(4), 471-488.
Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 39-50.
Fredrickson, B. L. (2001). The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. American psychologist, 56 (3), 218.
Gilson, L. a. (2004). A little creativity goes a long way: an examination of teams engagement in creative processes. Journal of Management, 30 (4), 453-470.
Hair, J. J. (2006). Multivariate data analysis, 6th ed. Upper Saddle River, NJ.: Prentice Hall.
He, Y., Li, W., & Lai , K. (2011). Service climate, employee commitment and customer satisfaction: evidence from the hospitality industry in China. International Journal of Contemporary Hospitality Management, 23(5), 592-607.
Homans, G. (1958). Social behavior as exchange. American Journal of Sociology, 63 (6), 389-412.
Isen, A. M. (2001). An influence of positive affect on decision making in complex situations: Theoretical issues with practical implications. Journal of consumer psychology, 11 (2), 75-85.
Jaiswal, D., & Dhar, R. (2016). Impact of perceived organizational support, psychological empowerment and leader member exchange on commitment and its subsequent impact on service quality. International Journal of Productivity and Performance Management, 65(1), 58-79.
Kanter, R. (1988). When a thousand flowers bloom: structural, collective and social conditions for innovation in organizations, in Staw, B.M. and Cummings, L.L. (Eds). Research in Organizational Behavior, JAI, Greenwich, CT, 169-211.
Karatepe, O., Yorganci, I., & Haktanir, M. (2009). Outcomes of customer verbal aggression among hotel employees. International. International Journal of Contemporary Hospitality Management, 21(6), 713-733.
Kelley, S., Longfellow, T., & Malehorn, J. (1996). Organizational determinants of service employees’ exercise of routine, creative, and deviant discretion. Journal of Retailing, 72 (2), 135-157.
Kelloway, E. (1998). Using LISREL for Structural Equation Modelling. Thousand Oaks, CA: Sage.
Kim, B. L. (2012). Motivational effects of empowerment on employees’ organizational commitment: a mediating role of management trustworthiness. Cornell Hospitality Quarterly, 53 (1), 10-19.
Ladhari, R. (2009). Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry. Managing Service Quality: An International Journal, 19 (3), 308-331.
Liden, R., Wayne, S., & Sparrowe, R. (2000). An examination of the mediating role of psychological empowerment on the relations between the job, interpersonal relationships and work outcomes. Journal of Applied Psychology, 85 (3), 407-16.
Luoh, H.-F., Tsaur , S.-H., & Tang, Y.-Y. (2014). Empowering employees: job standardization and innovative behavior. International Journal of Contemporary Hospitality Management, 26, 1100-1117.
Luoh, H.-F., Tsaur, S.-H., & Tang, Y.-Y. (2014). Empowering employees: job standardization and innovative behavior. International Journal of Contemporary Hospitality Management, 26 (7), 1100-1117.
Malik, S. (2012). Customer satisfaction, perceived service quality and mediating role of perceived value. International Journal of Marketing Studies, 4 (1), 68-76.
McCarthy, D. C. (1997). The loyalty link. New York: Wiley.
Meyer, J., & Allen, N. (1991). A three-component conceptualization of organizational commitment. Human resource management review, 1(1), 61-89.
Nemati, A., Khan, K., & Iftikhar, M. (2010). Impact of innovation on customer satisfaction and brand loyalty: a study of mobile phones users in Pakistan. European Journal of Social Sciences, 16 (2), 299-306.
Neter, J. W. (1996). Applied linear statistical models. Chicago, IL: Irwin.
Ng, T., Feldman, D., & Lam, S. (2010). Psychological contract breaches, organizational commitment, and innovation-related behaviors: a latent growth modeling approach. Journal of applied Psychology, 95 (4), 744.
Paré, G. a. (2007). The impact of human resource management practices on IT personnel commitment, citizenship behaviors, and turnover intentions. Group and Organization Management, 37 (3), 326-357.
Parker, S., Williams, H., & Turner, N. (2006). Modeling the antecedents of proactive behavior at work. Journal of Applied Psychology, 91 (3), 636.
Payne, S., & Webber, S. (2006). Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior. Journal of Applied Psychology, 91(2), 365.
Peterson, D. (2004). The relationship between perceptions of corporate citizenship and organizational commitment. Business and Society, 43 (3), 296-319.
Podsakoff, P., & Organ, D. (1986). Self-reports in organizational research: problems and prospects. Journal of Management, 12 (4), 531-544.
Pugh, S. D., Dietz, J., Wiley, J. W., & Brooks, S. M. (2002). Driving service effectiveness through employee-customer linkages. The Academy of Management Executive, 16(4), 73-84.
Rank, J. C. (2007). Proactive customer service performance: Relationships with individual, task, and leadership variables. Human Performance, 20, 363–390.
Rhoades, L. E. (2001). Affective Commitment to the Organization: The Contribution of Perceived Organizational Support. Journal of Applied Psychology, 825-836.
Rhoades, L., Eisenberger, R., & Armeli, S. (2001). Affective commitment to the organization: the contribution of perceived organizational support. Journal of applied psychology, 86(5), 825.
Riketta, M. (2002). Attitudinal organizational commitment and job perfomance: A meta-analysis. Journal of Organizational Behavior, 23, 257-266.
Schmit, M., & Allscheid, S. (1995). Employee attitudes and customer satisfaction: Making theoretical and empirical connections. Personnel Psychology, 48(3), 521-536.
Schmit, M., & Allscheid, S. (1996). Employee attitudes and customer satisfaction: Making theoretical and empirical connections. Personnel Psychology, 48(3), 521-536.
Sengupta, A., & Dev, C. (2011). Hospitality innovation: Applying the 7-I model to improve brand positioning at the Taj holiday village Goa, India. Cornell Hospitality Quarterly, 52, 11-19.
Seyal, A., Rahman, M., & Rahim, M. (2002). Determinants of academic use of the internet: a structural equation model. Behavior and Information Technology, 21 (1), 71-86.
Sharma, J., & Dhar, R. (2016). Factors influencing job performance of nursing staff: mediating role of affective commitment. Personnel Review, 45(1), 161-182.
Siachou, E. &. (2014). Do empowered employees absorb knowledge? An empirical investigation of the effects of psychological empowerment dimensions on absorptive capacity. Management Research Review, 37 (2), 130-151.
Siachou, E., & Gkorezis., P. (2014). Do empowered employees absorb knowledge? An empirical investigation of the effects of psychological empowerment dimensions on absorptive capacity. Management Research Review, 37 (2), 130-151.
Spreitzer, G. (1995). Psychological empowerment in the workplace: dimensions, measurement and validation. Academy of Management Journal, 38 (5), 1442-1465.
Spreitzer, G. (1995). Psychological empowerment in the workplace: dimensions, measurement, and validation. Academy of Management Journal, 38 (5), 1442-1465.
Spreitzer, G., & Quinn, R. (2001). A company of leaders: Five disciplines for unleashing the power in your workforce. San Francisco, CA.: Jossey-Bass.
Stark, J. (2016). Product lifecycle management. In product lifecycle management. Springer International Publishing, 1, 1-35.
Szymanski, D., & Henard, D. (2001). Customer satisfaction: a meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29, 16-35.
Teeratansirikool, L., Siengthai, S., Badir, Y., & Charoenngam, C. (2013). Competitive strategies and firm performance: the mediating role of performance measurement. International Journal of Productivity and Performance Management, 62(2), 168-184.
Thomas, K., & Velthouse, B. (1990). Cognitive elements of empowerment: an ‘interpretive’ model of intrinsic task motivation. The Academy of Management Review, 15 (4), 661-681.
Wang, G., & Netemeyer, R. (2004). Salesperson measurement, and nomological Validity. Journal of Business Research, 57, 805-812.
Xiong, C. Z., Shi, Y., & Dong, D.-H. (2008). An empirical study of relationship quality in a service setting: a Chinese case. Marketing Intelligence & Planning, 26 (1), 11-25.
Amabile, T. (1988). A model of creativity and innovation in organizations. Research in organizational behavior, 10 (1), 123-167.
Anderson, N. D. (2004). The routinization of innovation research: A constructively critical review of the state-of the-science. Journal of Organizational Behavior, 25 (25),147–173.
Axtell, C. M. (2000). Shopfloor innovation: Facilitating the suggestion and implementation of ideas. Journal of Occupational and Organizational Psychology, 73, 265–285.
Baer, M. &. (2003). Innovation is not enough: Climates for initiative and psychological safety, process innovations, and firm performance. Journal of Organizational Behavior, 24, 45– 68.
Bagozzi, R. a. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16 (1), 74-94.
Bagozzi, R. P. (1992). The self-regulation of attitudes, intentions, and behavior. Social psychology quarterly, 178-204.
Bakker, A. B. (2008). Towards a model of work engagement. Career development international, 13 (3), 209-223.
Baron, R. a. (1986). The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51 (6), 1173-1182.
Bordin, C., Bartram, T., & Casimir, G. (2006). The antecedents and consequences of psychological empowerment among Singaporean IT employees. Management Research News, 30 (1), 34-46.
Boshoff, C., & Tait, M. (1996). Quality perceptions in the financial services sector: the potential impact of internal marketing. International Journal of service industry management, 7(5), 5-31.
Bowen, D., & Lawler, E. (1992). The empowerment of service workers: what, why, how, and when. Sloan Management Review, 33 (3), 31-39.
Bowen, D., & Lawler, E. (1992). The empowerment of service workers: what, why, how, and when. Sloan Management Review, 33 (3), 31-39.
Byrne, B. M. (2013). Structural equation modeling with AMOS: Basic concepts, applications, and programming. Routledge.
Caruana, A. (2002). Service loyalty: the effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36 (7/8), 811-828.
Chan, K., & Lam, W. (2011). The trade-off of servicing empowerment on employees’ service performance: examining the underlying motivation and workload mechanisms. Journal of the Academy Marketing Science, 39 (4), 609-628.
Chen, Z., Tsui, A., & Farh, J. (2002). Loyalty to supervisor vs. organizational commitment: Relationships to employee performance in China. Journal of Occupational and Organizational Psychology, 75(3), 339-356.
Coelho, F., Augusto, M., & Lages, L. (2011). Contextual factors and the creativity of frontline employees: the mediating effects of role stress and intrinsic motivation. Journal of retailing, 87, 31-45.
Conger, J., & Kanungo, R. (1988). The empowerment process: integrating theory and practice. The Academy of Management Journal, 13 (3), 471-482.
Davidson, M. C. (2003). Does organizational climate add to service quality in hotels? International Journal of contemporary hospitality management, 15(4), 206-213.
Farh, J. L., Tsui, A. S., Xin, K., & Cheng, B. S. (1998). The influence of relational demography and guanxi: The Chinese case. Organization science, 9(4), 471-488.
Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 39-50.
Fredrickson, B. L. (2001). The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. American psychologist, 56 (3), 218.
Gilson, L. a. (2004). A little creativity goes a long way: an examination of teams engagement in creative processes. Journal of Management, 30 (4), 453-470.
Hair, J. J. (2006). Multivariate data analysis, 6th ed. Upper Saddle River, NJ.: Prentice Hall.
He, Y., Li, W., & Lai , K. (2011). Service climate, employee commitment and customer satisfaction: evidence from the hospitality industry in China. International Journal of Contemporary Hospitality Management, 23(5), 592-607.
Homans, G. (1958). Social behavior as exchange. American Journal of Sociology, 63 (6), 389-412.
Isen, A. M. (2001). An influence of positive affect on decision making in complex situations: Theoretical issues with practical implications. Journal of consumer psychology, 11 (2), 75-85.
Jaiswal, D., & Dhar, R. (2016). Impact of perceived organizational support, psychological empowerment and leader member exchange on commitment and its subsequent impact on service quality. International Journal of Productivity and Performance Management, 65(1), 58-79.
Kanter, R. (1988). When a thousand flowers bloom: structural, collective and social conditions for innovation in organizations, in Staw, B.M. and Cummings, L.L. (Eds). Research in Organizational Behavior, JAI, Greenwich, CT, 169-211.
Karatepe, O., Yorganci, I., & Haktanir, M. (2009). Outcomes of customer verbal aggression among hotel employees. International. International Journal of Contemporary Hospitality Management, 21(6), 713-733.
Kelley, S., Longfellow, T., & Malehorn, J. (1996). Organizational determinants of service employees’ exercise of routine, creative, and deviant discretion. Journal of Retailing, 72 (2), 135-157.
Kelloway, E. (1998). Using LISREL for Structural Equation Modelling. Thousand Oaks, CA: Sage.
Kim, B. L. (2012). Motivational effects of empowerment on employees’ organizational commitment: a mediating role of management trustworthiness. Cornell Hospitality Quarterly, 53 (1), 10-19.
Ladhari, R. (2009). Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry. Managing Service Quality: An International Journal, 19 (3), 308-331.
Liden, R., Wayne, S., & Sparrowe, R. (2000). An examination of the mediating role of psychological empowerment on the relations between the job, interpersonal relationships and work outcomes. Journal of Applied Psychology, 85 (3), 407-16.
Luoh, H.-F., Tsaur , S.-H., & Tang, Y.-Y. (2014). Empowering employees: job standardization and innovative behavior. International Journal of Contemporary Hospitality Management, 26, 1100-1117.
Luoh, H.-F., Tsaur, S.-H., & Tang, Y.-Y. (2014). Empowering employees: job standardization and innovative behavior. International Journal of Contemporary Hospitality Management, 26 (7), 1100-1117.
Malik, S. (2012). Customer satisfaction, perceived service quality and mediating role of perceived value. International Journal of Marketing Studies, 4 (1), 68-76.
McCarthy, D. C. (1997). The loyalty link. New York: Wiley.
Meyer, J., & Allen, N. (1991). A three-component conceptualization of organizational commitment. Human resource management review, 1(1), 61-89.
Nemati, A., Khan, K., & Iftikhar, M. (2010). Impact of innovation on customer satisfaction and brand loyalty: a study of mobile phones users in Pakistan. European Journal of Social Sciences, 16 (2), 299-306.
Neter, J. W. (1996). Applied linear statistical models. Chicago, IL: Irwin.
Ng, T., Feldman, D., & Lam, S. (2010). Psychological contract breaches, organizational commitment, and innovation-related behaviors: a latent growth modeling approach. Journal of applied Psychology, 95 (4), 744.
Paré, G. a. (2007). The impact of human resource management practices on IT personnel commitment, citizenship behaviors, and turnover intentions. Group and Organization Management, 37 (3), 326-357.
Parker, S., Williams, H., & Turner, N. (2006). Modeling the antecedents of proactive behavior at work. Journal of Applied Psychology, 91 (3), 636.
Payne, S., & Webber, S. (2006). Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior. Journal of Applied Psychology, 91(2), 365.
Peterson, D. (2004). The relationship between perceptions of corporate citizenship and organizational commitment. Business and Society, 43 (3), 296-319.
Podsakoff, P., & Organ, D. (1986). Self-reports in organizational research: problems and prospects. Journal of Management, 12 (4), 531-544.
Pugh, S. D., Dietz, J., Wiley, J. W., & Brooks, S. M. (2002). Driving service effectiveness through employee-customer linkages. The Academy of Management Executive, 16(4), 73-84.
Rank, J. C. (2007). Proactive customer service performance: Relationships with individual, task, and leadership variables. Human Performance, 20, 363–390.
Rhoades, L. E. (2001). Affective Commitment to the Organization: The Contribution of Perceived Organizational Support. Journal of Applied Psychology, 825-836.
Rhoades, L., Eisenberger, R., & Armeli, S. (2001). Affective commitment to the organization: the contribution of perceived organizational support. Journal of applied psychology, 86(5), 825.
Riketta, M. (2002). Attitudinal organizational commitment and job perfomance: A meta-analysis. Journal of Organizational Behavior, 23, 257-266.
Schmit, M., & Allscheid, S. (1995). Employee attitudes and customer satisfaction: Making theoretical and empirical connections. Personnel Psychology, 48(3), 521-536.
Schmit, M., & Allscheid, S. (1996). Employee attitudes and customer satisfaction: Making theoretical and empirical connections. Personnel Psychology, 48(3), 521-536.
Sengupta, A., & Dev, C. (2011). Hospitality innovation: Applying the 7-I model to improve brand positioning at the Taj holiday village Goa, India. Cornell Hospitality Quarterly, 52, 11-19.
Seyal, A., Rahman, M., & Rahim, M. (2002). Determinants of academic use of the internet: a structural equation model. Behavior and Information Technology, 21 (1), 71-86.
Sharma, J., & Dhar, R. (2016). Factors influencing job performance of nursing staff: mediating role of affective commitment. Personnel Review, 45(1), 161-182.
Siachou, E. &. (2014). Do empowered employees absorb knowledge? An empirical investigation of the effects of psychological empowerment dimensions on absorptive capacity. Management Research Review, 37 (2), 130-151.
Siachou, E., & Gkorezis., P. (2014). Do empowered employees absorb knowledge? An empirical investigation of the effects of psychological empowerment dimensions on absorptive capacity. Management Research Review, 37 (2), 130-151.
Spreitzer, G. (1995). Psychological empowerment in the workplace: dimensions, measurement and validation. Academy of Management Journal, 38 (5), 1442-1465.
Spreitzer, G. (1995). Psychological empowerment in the workplace: dimensions, measurement, and validation. Academy of Management Journal, 38 (5), 1442-1465.
Spreitzer, G., & Quinn, R. (2001). A company of leaders: Five disciplines for unleashing the power in your workforce. San Francisco, CA.: Jossey-Bass.
Stark, J. (2016). Product lifecycle management. In product lifecycle management. Springer International Publishing, 1, 1-35.
Szymanski, D., & Henard, D. (2001). Customer satisfaction: a meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29, 16-35.
Teeratansirikool, L., Siengthai, S., Badir, Y., & Charoenngam, C. (2013). Competitive strategies and firm performance: the mediating role of performance measurement. International Journal of Productivity and Performance Management, 62(2), 168-184.
Thomas, K., & Velthouse, B. (1990). Cognitive elements of empowerment: an ‘interpretive’ model of intrinsic task motivation. The Academy of Management Review, 15 (4), 661-681.
Wang, G., & Netemeyer, R. (2004). Salesperson measurement, and nomological Validity. Journal of Business Research, 57, 805-812.
Xiong, C. Z., Shi, Y., & Dong, D.-H. (2008). An empirical study of relationship quality in a service setting: a Chinese case. Marketing Intelligence & Planning, 26 (1), 11-25.
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2016-09-01
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Articles in JBIMA (Jurnal Bisnis dan Manajemen) Vol. 4 No. 2
