Analisis work engagement karyawan frontline high-contact dan low-contact di industri jasa

Abstract

Work engagement (positive working mind and emotion) in frontline employees (FLEs) plays an important role that will affect the capability of the organization in serving its customer. The goal of this research is to examine whether there were differences in the influence of service climate, job satisfaction, and affective commitment toward work engagement in high-contact and low-contact frontline employees in Jakarta and Tangerang; and whether there were influences of work engagement toward adaptability behavior as well as career commitment among high-contact and low-contact frontline employees. Questionnaire is administered to 200 FLEs from multiple high and low contact service industries in Jakarta and Tangerang. Structural Equation Modeling-Partial Least Square (SEM-PLS) is used to test hypotheses. The author found there were almost no differences among high-contact and low-contact frontline employees except on the job satisfaction, where there was no significant influence toward work engagement in frontline low-contact employee which was in contrast with the frontline high-contact employee. This research will enrich the discourse on the relationship between job satisfaction and work engagement. This finding provides empirical evidence on a limited scale that in certain segmentation, especially for low-contact workers, job satisfaction did not have a positive influence on work engagement.

Impact of Affective Commitment to Organizational Citizenship Behavior on Millennial Employees in an Indonesian Construction Company: Work Engagement and Knowledge Sharing as Mediators

“…So, if the level of affective commitment of employees is high, it will have a good impact on empl oyee work engagement. The result is similar to the research of Yusnita & Megawati (2018); Asan & Huliselan (2020); Koroh et al (2021) that affective commitment has a positive effect on work engagement. Based on the results of hypothesis testing, H3 is accepted and shows that affective commitment has a positive and significant effect on knowledge sharing.…”

“…Work engagement is also described as the extent to which individuals pay attention to and explore their role in the organization, resulting in a positive attitude and outlook (Koroh et al 2021). Factors affecting work engagement include work demands arising from work demands (Asan & Huliselan, 2020). Work engagement's dimensions are based on Schaufeli et al's theory, including vigor, dedication, and absorption (Bakker & Albrecht, 2018).…”

The Impact of Affective Commitment and Leadership Communication on Organizational Citizenship Behavior Mediated by Work Involvement on Employees of Pt Amara Tujuh Perjuangan

“…This research indicated that affective commitment directly has a significant impact on work involvement. This is similar to research conducted by Asan & Huliselan (2020) who examined frontline employees and Koroh et al ( 2021) who examined employees in Kupang City. The results indicated that affective commitment has a positive effect on work involvement.…”

Employee Engagement and Organization Support Strategies: The Mediating Role of Perceived Organization Support for Holistic Employee Subjective Well-Being

“…Kahn (1990), found that sympathetic and trusting interpersonal relationships, as well as a supportive intra-teamwork, promote employee engagement. Supportive intra-teamwork environments allow members to experiment and to try new things and even fail without fear of the consequences (Kahn, 1990), to be more engaged and productive in a workplace (May et al, 2004;Asan and Huliselan, 2020).…”