Relative Effects of Daily Feedback and Weekly Feedback on Customer Service Behavior at a Gas Station

The COVID-19 pandemic has disturbed people all over the world. The economy is limited, even services in various institutions are also limited. Thus, the purpose of this paper is to describe the concept of service management and the role of developing the creative economy of Banks in Indonesia in the COVID-19 Pandemic Era. This research is descriptive qualitative research. The types of research data are statements and patterns of service behavior of the tire management team in Indonesia. Data were collected through observation and interviews. The interview subjects were the public as bank consumers (respondents) and bank employees. The respondent selection system was used with a random system in accordance with research needs. The results prove the role of customer service in providing information to customers very well. Because the media used customer service in providing the information is very good and customers feel very satisfied for the services provided customer service.

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Linking Public Service Motivation, Emotional Labor and Customer Service Behavior in Two Sectors

Academy of Management Proceedings ◽

10.5465/ambpp.2017.66 ◽

2017 ◽

Vol 2017 (1) ◽

pp. 12531

Author(s):

Wisanupong Potipiroon ◽

Angsuthon Srisuthisa-Ard

Keyword(s):

Customer Service ◽

Public Service ◽

Emotional Labor ◽

Public Service Motivation ◽

Service Behavior ◽

Two Sectors

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EFEK KOMITMEN MANAJEMEN PUNCAK TERHADAP PERILAKU PELAYANAN KARYAWAN DENGAN KEPUASAN KERJA SEBAGAI VARIABEL MEDIASI

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v4i1.484 ◽

2011 ◽

Vol 4 (1) ◽

pp. 19

Author(s):

Nina Agustina ◽

Andreas W. Gunawan Putra

Keyword(s):

Job Satisfaction ◽

Customer Service ◽

Two Dimensions ◽

Management Support ◽

Validity And Reliability ◽

Positive Effects ◽

Employee Job Satisfaction ◽

Management Commitment ◽

Service Behavior ◽

The Impact

The purpose of this paper is to examine the impact of management commitment to service on employee service behaviors and to develop and test a conceptual model of the antecedents and consequences of job satisfaction in the hospitality industry. The conceptual framework consists of the following constructs: management support, reward, empowerment, training, job satisfaction, extra role customer service behavior and cooperation. Moreover, six (6) hypotheses were developed and tested. Instrument test of validity and reliability used to test the validity of the measures, while multiple regression was used in hypotheses testing. Data were collected from110 respondent who are working at Sekolah Dian Harapan Daan Mogot, Jakarta Barat. Strong support was found for 1 of the 6 hypotheses. Findings reveal that management support has positive effects on job satisfaction. It is shown that reward, empowerment, training are not related to job satisfaction. Moreover, it is demonstrated that the two dimensions of service behavior – extra-role customer service behaviors and cooperation also are not related to job satisfaction. Importantly, it is found that job satisfaction can be created from employee service behavior as the school is applying the management support to the employees. Keywords: school, management commitment, management support, employee job satisfaction, service behaviors

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THE EFFECT OF EMPLOYEES EMOTIONAL INTELLIGENCE ON THE BEHAVIOR OF CUSTOMER SERVICE AND EMPLOYEE PERFORMANCE OF BANK MUAMALAT TASIKMALAYA BRANCH

Journal of Academic Research and Sciences (JARES) ◽

10.35457/jares.v3i1.447 ◽

2018 ◽

Vol 3 (1) ◽

pp. 2

Author(s):

Endang Syarif ◽

Rian Apriatna

Keyword(s):

Emotional Intelligence ◽

Customer Service ◽

Employee Performance ◽

Self Regulation ◽

Behavioral Model ◽

Self Awareness ◽

Service Behavior ◽

Independent Variable ◽

And Performance ◽

And Behavior

This study analyzed the emotional intelligence (EQ) that occurred in the branch of Bank Muamalat Tasikmalaya associated with the behavior and performance of employees serving customers, with the number of respondents reached 68 people. The test is done by using simple linear regression with devenden variable (Y1) serving and Behavior (Y2) performance, where the indevendent variable (X) is emotional intelligence (EQ) in self-awareness identification, self-regulation, motivation, empathy and social skill. From the result of research found that emotional intelligence (EQ) have significant effect to service behavior 48,5% and influence to employee performance equal to 39,7% significantly. The influence of t count value from 7,886 to model the influence of emotional intelligence on the service behavior and t count 6,587 to model the influence of emotional intelligence on performance and tested at Î± = 5% and prove the independent variable which influenced on the dependent variable, while regression analysis showed as 10,257 constants the results for the behavioral model of the influence of emotional intelligence function, and the constant of 9,553 for the model of the influence of emotional intelligence on performance, the results of this test explains that emotional intelligence (EQ) in employee roles improves the behavior and performance of Bank employees serving the branch Muamalat Tasikmalaya.

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