scholarly journals The Relationship Between Strategic Management, Employee Engagement on Customer Satisfaction and Customer Loyalty (Newest Empirical Approach 2013-2015): A Conceptual Model

2016 ◽  
Vol 1 (1) ◽  
pp. 81-87
Author(s):  
Sudjatno Sudjatno
Keyword(s):  
Customer Satisfaction ◽  
Literature Review ◽  
Strategic Management ◽  
Employee Engagement ◽  
Value Added ◽  
Jel Classification ◽  
Literature Study ◽  
Management Commitment ◽  
Analyse Data ◽  
The Relationship

Objective - Customer satisfaction is the main goal of every company's strategy for maintaining its global/local business. However, achieving Customer Satisfaction needs strategic management commitment which is related to how the shareholders and executives plan their business investment in employee engagement. The purpose of this study is to reveal the collaboration of the strategic management and employee engagement for achieving customer satisfaction. Methodology/Technique - The study employs the analytical method (literature study) to analyse data gained from literature review Findings – The relationship between strategic management, employee engagement and customer satisfaction is revealed. It is also noted that customer dimension, in the newest context, is goods or service value plus value added from positive emotion, expectation, switching cost. Novelty - This study explores employee engagement and customer satisfaction from the newest literature review combined with four strategic management's newest book literature. Type of Paper - Review Keywords: Strategic Management, Employee Engagement, Customer Satisfaction JEL Classification: M10, M12, M31.

scholarly journals Assessing Employee Engagement in a Post-COVID-19 Workplace Ecosystem

2021 ◽  
Vol 13 (20) ◽  
pp. 11443
Author(s):  
Martyna Joanna Surma ◽  
Richard Joseph Nunes ◽  
Caroline Rook ◽  
Angela Loder
Keyword(s):  
Literature Review ◽  
Real Estate ◽  
Employee Engagement ◽  
Design Management ◽  
Real Estate Industry ◽  
Workplace Design ◽  
Work Patterns ◽  
The Relationship ◽  
Property Markets ◽  
Shed Light

This article has aimed to better understand employee engagement in a post-COVID-19 workplace ecosystem. We identified a knowledge gap in the relationship between employee engagement and the physical workplace environment through an interdisciplinary literature review. We subsequently tested this gap by comparing employee engagement metrics proposed by leading academics in the field of organisational psychology with a sample of commonly used real estate industry approaches to monitoring workplace design/management. We focused specifically on industry-projected post-COVID-19 workplace ecosystem scenarios, and the results suggest that traditional employee engagement metrics and industry approaches to monitoring workplace design and management do not fully reflect the recent shift to hybrid work patterns. We shed light on the implications that this can have on our existing knowledge of “sustainable” property markets in a wider city context.

Strategic Capabilities for the Sustainability of Small, Medium, and Micro Enterprises

2021 ◽  
pp. 17-44
Author(s):  
Sulaiman Olusegun Atiku ◽  
Abiola Afolakemi Abatan
Keyword(s):  
Customer Satisfaction ◽  
Literature Review ◽  
Positive Relationship ◽  
Innovation Capability ◽  
Strategic Objectives ◽  
Innovative Capabilities ◽  
Strategic Capabilities ◽  
The Relationship ◽  
Micro Enterprises ◽  
Strategic Capability

Sustainability of small, medium, and micro enterprises has been an issue due to the lack of strategic capability of many entrepreneurs. This chapter examines the strategic capabilities that are necessary for the sustainability of small, medium, and micro-enterprises. A literature review approach was adopted by the authors to examine the relationship between the measures of strategic capability of small, medium, and micro-enterprises, and the sustainability measures of the small, medium, and micro-enterprises. The result shows that there is a positive relationship between strategic capability and sustainability of small, medium, and micro-enterprises. The measures of strategic capability include sensing, seizing, transforming, and innovative capabilities. The sustainability measures of the small, medium and micro enterprises are strategic objectives, customer satisfaction, and retention, organisational value, networking, availability of resources, innovation capability, profitability, and organisational competitiveness.

scholarly journals The Antecedents of Store Image and Customer Satisfaction

2014 ◽  
Vol 3 (3) ◽  
pp. 48-62
Author(s):  
Banu Kulter Demirtas
Keyword(s):  
Customer Satisfaction ◽  
Literature Review ◽  
Behavioral Outcomes ◽  
Positive Influence ◽  
Image Theory ◽  
Store Image ◽  
Positive Image ◽  
Store Attributes ◽  
Definition Of ◽  
The Relationship

Definition of store image is argued to be useful if it predicts phenomena such as satisfaction, loyalty, customer retention and other attitudinal and behavioral outcomes. Previous researches show that customers are affected by the store attributes and consider them to assess perceived benefits and attitudes. One of the biggest challenges for companies is to build a positive image. Knowing the alternatives which could be used to form a positive image is an important issue. A positive image which is created in the customer’s mind about store is seen to have a strong and positive influence on satisfaction. A satisfied customer is likely to be loyal to the store. Therefore, image and customer satisfaction gain importance in the stores which aim to survive. This study focuses on store image, customer satisfaction and the relationship between them. The study primarily explains these two concepts, and then provides a literature review on the researches related with them. The study presents researches in which store image and customer satisfaction are separately discussed, thus it also shows other variables which can be influential on these concepts. Implications for both store image theory and practices are discussed. The literature review reveals that store image plays an important role in customer satisfaction.  Since most of the studies in literature are based on retail industry, in this study ‘store’ concept mostly refers to ‘retail store’.

scholarly journals A Literature Study Investigating the Relationship between Language and Gender

2021 ◽  
Vol 3 (3) ◽  
pp. p64
Author(s):  
Hu Zheng-yan
Keyword(s):  
Discourse Analysis ◽  
Literature Review ◽  
Literature Study ◽  
Gender Ideologies ◽  
Men And Women ◽  
Gender Research ◽  
Lexical Choice ◽  
Language And Gender ◽  
And Gender ◽  
The Relationship

Present the literature review focused on the true pictures of language and gender research conducted by scholars abroad and home. The current thesis aims at the differences and similarities in presenting female and male from lexical perspective and through lexicon related discourse analysis explores the connection between the vocabulary and the dominant gender ideologies of the magazine. There are differences and similarities in lexical choice. Reports on men and women both tend to use words, such as children, spouse, and business. Female images constructed by target lexicon differ from men’ and female were regarded as the second gender which is sealed in discourse.

scholarly journals Effective Human Resources Practice and Employee Engagement: The Mediating Roles of Organizational Support

2020 ◽  
Vol 5 (1) ◽  
pp. 74-83
Author(s):  
Romat Saragih ◽  
Arif Partono Prasetio
Keyword(s):  
Human Resources ◽  
Employee Engagement ◽  
Human Resource ◽  
Organizational Support ◽  
Perceived Organizational Support ◽  
Jel Classification ◽  
Human Resource Practice ◽  
Telecommunication Company ◽  
The Impact ◽  
The Relationship

Objective - Telecommunication companies need their people to engage in their activities to achieve organizational goals. So, employee engagement became a crucial aspect of a company that struggles to win the competition. Some literature shows that human resource practice affects employee engagement. The present study examines the impact of perceived organizational support as a mediator on the relationship. Methodology/Technique - Data were collected from a branch office of the biggest telecommunication company in Bandung during May 2019. The questionnaires were distributed through the human resources department for four weeks. We analyze 112 valid responses by using SPSS and Macro Process. Findings - By conducting regression with bootstrapping we found that perceived organizational support mediates the relationship between effective human resources practice and employee engagement. The result suggests that a telecommunication company should practice good human resources practice including proper recruitment, training & development, reward, career advancement, and employee relation so that the employees can perceive its support and increase their engagement. Novelty – This finding provides the implication that good management of human resources practice and perceived organizational support can increase employee engagement. Type of Paper - Empirical Keywords: Employee Engagement, Human Resource Practice, Perceived Organizational Support. JEL Classification: M12, M19

scholarly journals Politics of Harmony, Social Capital and Tolerant Cities

2021 ◽  
Vol 6 (1) ◽  
pp. 51-61
Author(s):  
Elyta Elyta ◽  
Herlan Herlan
Keyword(s):  
Social Capital ◽  
Jel Classification ◽  
City Government ◽  
Ethnic Communities ◽  
Literature Study ◽  
West Kalimantan ◽  
The People ◽  
The Social ◽  
Political Form ◽  
The Relationship

Objective - Singkawang City, which is located in the Province of West Kalimantan-Indonesia, is a city with a significant level of ethnic heterogeneity, making it very vulnerable to various conflicts. However, in 2018, Singkawang City was named the most tolerant city in Indonesia through an assessment from the Setara Institute. For this reason, this study was conducted to analyze the political form of harmony and social capital, E-government as a Tolerant City in Singkawang City. Methodology – The method used in this research is descriptive qualitative with literature study as a data collection method. Data analysis was carried out in stages, namely collecting data, summarizing data, and making conclusions. This study finds that the form of political harmony is the intense collaboration be-tween state actors, the Religious Harmony Forum, and the community. Findings – Interaction and commu-nicative relationships complement and strengthen each other. As the main actor, the people of Singkawang City have also seen and understood that they have diverse perspectives to avoid discrimination and intolerance. In addition, there are also forms of social capital created from the relationship between ethnic communities in Singkawang City, namely in the form of general norms and group characteristics.Therefore, it is concluded that the success of the Singkawang City government in making its area the most tolerant city in Indonesia from the Setara Institute in 2018 cannot be separated from the social capital owned by each tribe to live side by side in harmony with high values. spirit of tolerance. Novelty – In addition, e-government and knowledge management are also important points in the formation of a tolerant society in Singkawang City which has people from various backgrounds. Type of Paper - Review Keywords: political harmony; social capital; tolerant city; e-government JEL Classification: G32, H79. URI: http://gatrenterprise.com/GATRJournals/JFBR/vol6.1_2.html DOI: https://doi.org/10.35609/jfbr.2021.6.1(2) Pages 51 – 61

scholarly journals LITERATURE REVIEW : HUBUNGAN PANDEMI COVID-19 TERHADAP TINGKAT KECEMASAN PADA IBU HAMIL

2021 ◽  
Vol 20 (2) ◽  
Author(s):  
Hasna Tri Rachmatika ◽  
Libna Aththohiroh ◽  
Radi - ◽  
Dwi Sarwani Sri Rejeki
Keyword(s):  
Mental Health ◽  
Literature Review ◽  
Pregnant Women ◽  
Human Activities ◽  
High Rate ◽  
Economic Decline ◽  
Literature Study ◽  
Exclusion Criteria ◽  
Anxiety Levels ◽  
The Relationship

The Covid-19 pandemic has occurred since December 2019 which disrupted various human activities. The high rate of transmission of this virus has resulted in anxiety in the wider community about being exposed to Covid-19, including pregnant women. Based on these conditions, a study was conducted which aims to determine the relationship between the Covid-19 pandemic and the anxiety level of pregnant women. The research was conducted using the literature review method from journals published between 2016—2021, both nationally and internationally. Data obtained from databases include ScienceDirect, PubMED, and Google scholar with the keywords pandemic, Covid-19, pregnant women, anxiety, mental health, prenatal, pregnant women, anxiety levels. The results of the literature study obtained nine articles that match the inclusion and exclusion criteria. From the review of the article, it is known that the Covid-19 pandemic has increased anxiety for pregnant women that related to restrictions on outside activity, economic decline, and the possibility be exposed to the Covid-19. This research is expected to be useful in determining the level of anxiety of pregnant women during a pandemic during childbirth, thus it can be used as evaluation material fo related parties to determine the best solution in overcoming this anxiety.

scholarly journals Perceived Quality and Relationship Quality as Antecedents and Predictors of Loyalty in the Chemical Industry: A Literature Review

2018 ◽  
Vol 14 (28) ◽  
pp. 173 ◽  
Author(s):  
Andreas Samudro ◽  
Ujang Sumarwan ◽  
Eva Z. Yusuf ◽  
Megawati Simanjuntak
Keyword(s):  
Literature Review ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Chemical Industry ◽  
Past Research ◽  
Perceived Quality ◽  
Two Dimensions ◽  
Literature Study ◽  
Quality Framework ◽  
The Relationship

Several kinds of research in the past examined relationship quality as antecedents in B2B industries. The literature review extends a prior study by linking perceived quality with relationship quality as antecedents and predictors of customer loyalty. This study is a review of customer loyalty antecedents with the chemical industry as a content object. Perceived quality has two dimensions of tangible product and service. Referring to past research, there is no single universal relationship quality framework. This literature study refers to the relationship quality framework with a content of trust, satisfaction, and commitment. The authors investigate the relationship between perceived quality with trust and satisfaction, trust with commitment, commitment with loyalty, and satisfaction with loyalty. Every construct describes the definition and connection among constructs. Some chemicals industries are put as object examples to explain constructs in industry practice. This literature review finds a developed framework with relevant constructs that influence loyalty in the B2B context. By understanding the framework and connection among constructs, firms can develop a relationship program purposely to achieve customer loyalty.

scholarly journals The Relationships among Customer Value, Satisfaction and Behavioral Intentions: A General Structural Equation Model

2005 ◽  
Vol 7 (3) ◽  
pp. 301 ◽  
Author(s):  
Wahyuningsih Wahyuningsih
Keyword(s):  
Customer Satisfaction ◽  
Literature Review ◽  
Behavioral Intentions ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Model ◽  
Equation Modeling ◽  
Direct Link ◽  
Comprehensive Framework ◽  
The Relationship

The objective of this paper is to present a comprehensive framework of relationships among customer value, satisfaction, and behavioral intentions. Before testing the model, literature review on the three constructs is presented. From this review, three hypotheses are proposed and tested in this study: (1) Customer value is antecedent to customer satisfaction, (2) Customer value has a direct link to behavioral intentions, and (3) The relationship between customer value and behavioral intentions is mediated by customer satisfaction. Structural Equation Modeling using AMOS 5 was employed to test the model. The result suggests that the relationship between customer value and behavioral intentions is mediated by customer satisfaction.

scholarly journals Justice Enforcement on Plans for Imposition of Value Added Tax on Premium Basic Necessities

2021 ◽  
Vol 6 (2) ◽  
pp. 127
Author(s):  
Ayu Putri Rainah Petung Banjaransari
Keyword(s):  
Research Method ◽  
Value Added ◽  
Public Welfare ◽  
Value Added Tax ◽  
Literature Study ◽  
State Revenue ◽  
A Value ◽  
Community Justice ◽  
The Government ◽  
The Relationship

The plan to impose a value added tax (hereinafter referred to as VAT) on basic commodities has recently caused a polemic between the government and the community regarding justice and public welfare. The community is questioning the implementation of a just and civilized welfare from the government for the imposition of the VAT. Previously, on basic commodities, the government did not charge any kind of tax at all. The imposition of this tax is motivated by the economic recovery during the COVID-19 pandemic, Indonesia's VAT rate is too low, and the structure of state revenue is dominated by VAT. This paper aims to provide an analysis of the relationship between the imposition of VAT on staple goods and their impact on the level of community justice. The method used in this paper is a qualitative research method with a normative-juridical approach which is carried out through a literature study. This paper describes the findings related to the reasons for the government to charge VAT on basic necessities and the protection of the community's right to justice on the imposition of VAT. This finding can provide an overview for the continuation of the revision of the draft Law Number 6 of 1983 concerning General Provisions and Tax Procedures (hereinafter referred to as the KUP Bill) which contains revisions on basic materials as objects of VAT.

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