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"ABSTRAKSifat industri hospitality membutuhkan posisi frontline untuk terlibat dalam tantangan sejumlah tugas ketika berinteraksi langsung dalam memberikan pelayanan dari organisasi. Hal ini tidak mengherankan, karena karyawan frontline adalah cerminan perusahaan hospitality, sehingga diharapkan dapat memberikan pelayanan konsumen yang berkualitas tinggi dan berhasil menangani masalah serta konsumen yang komplain. Tujuan penelitian ini untuk menyelidiki pengaruh intrinsic motivation, polychronicity, work-family conflict terhadap service recovery performance pada karyawan frontline menggunakan metode Structural Equation Modeling SEM . Teknik pengambilan sampel menggunakan metode purposive sampling. Hipotesis diuji menggunakan data yang diambil dari 124 karyawan frontline hotel bintang empat dan bintang lima di Jakarta melalui kuesioner. Hasil penelitian menunjukkan bahwa intrinsic motivation tidak memiliki pengaruh negatif terhadap work-family conflict, intrinsic motivation memiliki pengaruh positif terhadap service recovery performance, polychronicity tidak memiliki pengaruh negatif terhadap work-family conflict tetapi hasil menunjukkan negatif sehingga dapat dikatakan terdapat indikasi bahwa kedua variabel berpengaruh negatif, polychronicity tidak memiliki pengaruh positif terhadap service recovery performance dan work-family conflict tidak memiliki pengaruh negatif terhadap service recovery performance.

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ABSTRACTThe nature of the hospitality industry requires frontline position holders to engage in a number of tasks in challenging service encounters of organization. This is not surprising, because frontline employees FLEs are the face of a hospitality firm and are expected to offer high quality customer service and successfully handle customer complaints and problems. The purpose of this paper is to investigate the impact of intrinsic motivation, polychronicity, work family conflict toward service recovery performance of frontline employees using Structural Equation Modeling SEM method. The sampling technique using purposive sampling method. Hypothesis tested using data of 124 frontline employees at four star and five star hotels in Jakarta using questionnaire. The study result showed that intrinsic motivation does not have negatively influence to work family conflict, there is a positive influence between intrinsic motivation and service recovery performance, polychronicity does not have a negative influence on work family conflict but the result show negative so it can be said there is an indication that both variables has a negative effect, polychronicity does not have positively influence to service recovery performance, and work family conflict does not have negatively influence to service recovery performance. "

"Berdasarkan data BPS tahun 2019, provinsi Jawa Barat, DKI Jakarta, Bali, Jawa Timur dan Jawa Tengah merupakan daerah yang paling banyak menerima tamu, baik tamu asing maupun domestik pada hotel bintang dengan akumulasi 59,44% dan Tingkat Penghunian Kamar hotel bintang di seluruh Indonesia mencapai 54,99%. Banyaknya rata- rata kunjungan tamu pada provinsi tersebut dan juga tingginya tingkat penghunian kamar di hotel bintang empat dan lima menunjukkan perlu adanya pemberian pelayanan yang berkualitas dari karyawan frontline hotel kategori tersebut terhadap para tamu yang bisa dicapai melalui berbagi pengetahuan pengalaman unik yang mereka alami dengan sesama anggota organisasi. Dimana salah satu strategi utama organisasi dalam membangun knowledge sharing yang efektif dalam organisasi adalah merancang strategi untuk mencegah anggota organisasi terlibat dalam perilaku menyembunyikan pengetahuan yang mereka miliki atau disebut dengan istilah knowledge hiding. Penelitian ini bertujuan untuk menguji kembali pengaruh Altruistic leadership terhadap perilaku knowledge hiding dengan mediasi LMX, leader triggered postive emotion, relational social capital pada karyawan frontline hotel bintang empat dan lima. Penelitian ini menitik beratkan pada perilaku knowledge hiding, yang masih jarang diteliti di Indonesia. Pengumpulan data dilakukan dengan metode survei, didapatkan responden sejumlah 192 karyawan frontline yang tersebar di lima provisnis di Indonesia yaitu, Jakarta, Jawa Barat, Jawa Tengah, Jawa Timur dan Bali. Pengolahan data menggunakan metode Structural Equation Modeling (SEM) menunjukkan hasil bahwa Leader-triggered positive emotion dan Relational social capital memediasi secara penuh pengaruh altruistic leadership terhadap perilaku knowledge hiding. Sementara Leader–member exchange tidak memediasi pengaruh altruistic leadership terhadap perilaku knowledge hiding.

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Based on data from BPS in 2019, West Java, DKI Jakarta, Bali, East Java and Central Java were the areas that received the most guests, both foreign and domestic guests at star hotels, with an accumulation of 59.44% and The Room Occupancy Rate for star hotels throughout Indonesia reached 54.99%. The number of average guest visits in these provinces and also the high rate of room occupancy in four and five star hotels indicate the need to provide quality service from frontline hotel employees of that category which can be achieved through sharing knowledge of the unique experiences they have experienced with others organization member. Where one of the main strategies of organizations in building effective knowledge sharing in organizations is to design strategies to prevent organizational members from engaging in hiding knowledge they have or what is known as knowledge hiding. This study aims to re-examine the effect of altruistic leadership on knowledge hiding behavior with mediation of LMX , leader triggered postive emotion, relational social capital on frontline employees of four and five star hotels. This research focuses on knowledge hiding behavior, which is still rarely studied in Indonesia. The data was collected using a survey method. The respondents were 192 frontline employees spread across five provinces in Indonesia (Jakarta, West Java, Central Java, East Java and Bali). Data processing using the structural equation modeling (SEM) method shows that leader-triggered positive emotion and relational social capital fully mediate the influence of altruistic leadership on knowledge hiding behavior. Meanwhile, leader–member exchange does not mediate the influence of altruistic leadership on knowledge hiding behavior."

"Performa atau kinerja yang baik merupakan tujuan utama organisasi. Agar kinerja dapat meningkat tentu perlu dilihat apa saja yang dapat mempengaruhinya. Keyakinan diri atau self efficacy menjadi salah satu yang perlu diperhatikan. Apakah kinerja ditentukan dari tingkat self efficacy pegawai di tempat kerja atau terdapat faktor lain seperti motivasi intriksik yang dapat menjadi mediator atas peningkatan kinerja pegawai. Tujuan dari penelitian ini adalah untuk melihat adanya pengaruh antara Occupational Self Efficacy terhadap Work Performance dimediasi oleh Intrinsic Motivation. Kehadiran occupational self efficacy dalam diri pegawai dapat meningkatkan performa pegawai yang berdampak terhadap peningkatan kinerja organisasi secara keseluruhan. Serta intrinsik motivasi dapat memediasi kedua hubungan tersebut. Responden dalam penelitian ini melibatkan 98 responden yang merupakan pegawai di Kantor Pelayanan Pajak Pratama Depok Cimanggis. Responden diminta untuk mengisi kuesioner elektronik melalui google form. Dalam penelitian ini ditemukan pengaruh signifikan antara occupational self efficacy terhadap work performance. Serta pengaruh signifikan antara occupational self efficacy terhadap intrinsic motivation. Namun di sisi lain, intrinsic motivation tidak memiliki pengaruh terhadap work performance baik secara langsung, maupun sebagai mediator.

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Good performance is the main goal of the organization. In order to enhance performance, it is imperative to ascertain the variables that impact it. Self-confidence or self-efficacy is one that needs attention. Whether performance is determined from the level of self-efficacy of employees at work or there are other factors such as intrinsic motivation that can mediate the improvement of employee performance. The purpose of this study was to see the influence between Occupational Self Efficacy on Work Performance mediated by Intrinsic Motivation. The presence of occupational self efficacy in employees can improve employee performance which has an impact on improving overall organizational performance. As well as intrinsic motivation can mediate both relationships. The respondents in this study involved 98 respondents who were employees at the Tax Service Office of Depok Cimanggis. Respondents were asked to fill out an electronic questionnaire through google form. In this study found a significant influence between occupational self efficacy on work performance. As well as a significant influence between occupational self efficacy on intrinsic motivation. But on the other hand, intrinsic motivation has no influence on work performance either directly, or as a mediator."

"ABSTRAK

Berbagai penelitian sebelumnya menyoroti kreatifitas sebagai komponen utama dalam industri kreatif termasuk televisi. Peningkatan kreatifitas telah menjadi kebutuhan perusahaan pada industri ini. Penelitian ini mempelajari pengaruh motivasi baik instrinsik dan ekstrinsik terhadap kinerja kreatif karyawan perusahaan televisi berita dengan moderasi dari creative self efficacy danreward importance. Hasilnya, ditemukan bahwa kedua variabel tersebut tidak memiliki efek moderasi atas pengaruh motivasi ekstrinsik yakni rewardsterhadap creative performance. Sementara motivasi intrinsik memiliki pengaruh yang tinggi terhadap kinerja kreatif individu. Analisa ini memperkaya penelitian sebelumnya yang menyimpulkan moderasi creative self efficacyhanya terjadi terhadap karyawan yang memiliki high creative self efficacy. Penelitian dilakukan terhadap 202 karyawan yang berasal dari tujuh perusahaan televisi berita di Indonesia, termasuk kepada karyawan dari divisi business operation dan business strategic. 

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ABSTRACT

 

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Creativity has been a discussion as creative performance being one of the most important matters in creative industry. Companies tries to improve their creativity as it is a necessity especially for those who enggaged in this industry. Despite the pro cons of reward effectiveness, many companies put reward as their tools to enhanced their employees performance. This study focused on the influence of both instrinsic and extrinsic motivation on the creative performance of news television company employees. Creative self efficacy and reward importance placed as the moderating variable of  extrinsic motivation or rewards. Result found that these two variables did not have a moderating effectthe influence of reward for creative performance, meanwhile intrinsic motivation highly influence individual creative performance. This analysis enriches previous research which conclude that the moderation of creative self efficacy only occurs on employees who have high creative self efficacy ( Malik et al., 2015). The study was conducted on 202 employees of 7 news television companies in Indonesia who worked not just a journalist, but also supporting role such as business operation and business strategic. 

"

"Penelitian ini mengeksplorasi interaksi antara motivasi kerja, kualitas layanan, kinerja pegawai dan kepuasan pelanggan bongkar muat batubara pada PT. PBM Adhiguna Putera. Ini menguji apakah motivasi kerja berdampak langsung pada kualitas layanan, kinerja pegawai, dan kepuasan pelanggan, dan menguji peran mediasi kinerja pegawai dan kepuasan pelanggan. Penelitian ini menggunakan metode kuantitatif dengan teknik mixed method yaitu menyebarkan kuesioner kepada pelanggan yang menggunakan jasa PT. PBM Adhiguna Putera dan wawancara dengan pihak PT. PBM Adhiguna Putera yang berhasil dikumpulkan dan diolah menggunakan SmartPLS. Hasilnya menunjukkan bahwa motivasi kerja meningkatkan kualitas layanan dan kinerja pegawai tetapi tidak secara langsung mempengaruhi kepuasan pelanggan. Kualitas layanan secara signifikan meningkatkan kinerja pegawai dan kepuasan pelanggan. Temuan menunjukkan bahwa kualitas layanan dan kinerja pegawai memediasi pengaruh motivasi kerja terhadap kepuasan pelanggan. Studi ini menyarankan untuk memprioritaskan peningkatan kualitas layanan dan kinerja pegawai serta merekomendasikan penelitian lebih lanjut mengenai motivasi kerja dan faktor mediasi yang mempengaruhi kepuasan pelanggan.

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This study explores the interaction between work motivation, service quality, employee performance and customer satisfaction of coal loading and unloading at PT. PBM Adhiguna Putera. It examines whether work motivation has a direct impact on service quality, employee performance, and customer satisfaction, and examines the mediating role of employee performance and customer satisfaction. This study uses a quantitative method with a mixed method technique, namely distributing questionnaires to customers who use the services of PT. PBM Adhiguna Putera and interviews with PT. PBM Adhiguna Putera which were successfully collected and processed using SmartPLS. The results show that work motivation improves service quality and employee performance but does not directly affect customer satisfaction. Service quality significantly improves employee performance and customer satisfaction. The findings show that service quality and employee performance mediate the effect of work motivation on customer satisfaction. This study suggests prioritizing improving service quality and employee performance and recommends further research on work motivation and mediating factors that affect customer satisfaction."

"Penelitian ini bertujuan untuk mengetahui pengaruh kepemimpinan transformasional dan motivasi intrinsik dalam memengaruhi kinerja tugas dengan menguji peran mediasi kreativitas pekerja. Data yang digunakan dalam penelitian ini adalah data primer yang dikumpulkan melalui kuesioner, kemudian data tersebut dianalisis menggunakan Structural Equation Modeling (SEM) dengan perangkat lunak AMOS 24 untuk mengetahui hubungan antarvariabel. Dari hasil penelitian ini menunjukkan bahwa tidak terdapat pengaruh positif antara kepemimpinan transformasional dan kinerja tugas, motivasi intrinsik memiliki pengaruh positif terhadap kinerja tugas, kepemimpinan transformasional dan motivasi intrinsik memiliki pengaruh positif terhadap kreativitas pekerja. Adapun dalam analisis peran mediasi, ditemukan bahwa kreativitas pekerja memediasi secara parsial hubungan antara motivasi intrinsik terhadap kinerja tugas. Namun, kreativitas pekerja tidak memediasi hubungan antara kepemimpinan transformasional dengan kinerja tugas. Responden dalam penelitian ini adalah 225 karyawan yang bekerja di Perusahaan ICT A di wilayah Jakarta. Pada bagian akhir penelitian ini diberikan rekomendasi sebagai bahan pertimbangan manajerial terkait perilaku pemimpin guna meningkatkan kinerja tugas.

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This study aims to examine the effect of transformational leadership and intrinsic motivation on job performance mediated by employee creativity. The data used in this study is primary data collected through questionnaires, then the data were analyzed using Structural Equation Modeling (SEM) with AMOS software to examine the relationship between variables. The research results prove that transformational leadership has no effect on job performance, intrinsic motivation has a positive effect on job performance, transformational leadership and intrinsic motivation has a positive effect on employee creativity. As for the analysis of the mediating role, it was found that employee creativity partially mediated the relationship between intrinsic motivation and job performance. However, employee creativity cannot mediate the relationship between transformational leadership and job performance. Respondents in this study were 225 workers at ICT A Company Jakarta. At the end of this study, recommendations given as a basis for managerial consideration related to leader behavior in order to improve job performance."

"Penelitian ini bertujuan untuk menyelidiki pengaruh job stress terhadapturnover intention dengan job satisfaction sebagai variabel mediasi pada karyawan frontline hotel bintang lima di Jakarta, yaitu The Sultan, The Groove Suites, dan Hotel Mulia. Dari hasil data dan pengujian hipotesis terhadap 100 responden yang menggunakan uji analisis SEM, diperoleh hasil yakni meskipun job stress ditemukan memiliki hubungan positif terhadap turnover intention serta job satisfaction memiliki hubungan negatif terhadap turnover intention, namun secara tidak terduga job stress tidak menunjukkan hubungan negatif terhadap job satisfaction. Metode penelitian ini menggunakan kuantitatif deskriptif cross sectional. Teknik pengambilan sampel menggunakan metode purposive sampling. Pengumpulan data yang digunakan dalam penelitian ini dengan menyebar kuesioner kepada responden secara proporsional.

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This study investigate the relationship of job stress on turnover intention and job satisfaction as mediating variables on frontline employees five-star hotel in Jakarta, such The Sultan, The Groove Suites, and Hotel Mulia. Hypothesis testing on 100 respondents and using SEM analysis test, the result that although the relationship of job stress and turnover tendency is positive and job satisfaction showed negative relatonship on turnover intention, but unexpectedly job stress showed no negative relation on job satisfaction This research method using quantitative descriptive cross sectional. The sampling technique using purposive sampling method. The collection of data used in this study with a questionnaire to the respondent spread proportionally."

"Penelitian ini bertujuan untuk mengetahui peran mediasi motivasi intrinsik pada hubungan antara kepemimpinan partisipatif dengan kreativitas karyawan, peran moderasi openness to experience pada hubungan antara motivasi intrinsik dengan kreativitas karyawan, dan peran moderasi openness to experience pada hubungan tidak langsung antara kepemimpinan partisipatif dan kreativitas karyawan melalui motivasi intrinsik. Penelitian dilakukan secara cross-sectional melalui survei daring pada karyawan perusahaan BUMN (N = 169). Analisis data dilakukan dengan menggunakan moderated-mediation model (Model 14) dari Hayes’ PROCESS Macro pada program SPSS. Hasil penelitian ini menunjukkan bahwa motivasi intrinsik memediasi hubungan antara kepemimpinan partisipatif dan kreativitas karyawan. Namun demikian openness to experience ditemukan tidak signifikan memoderasi hubungan antara motivasi intrinsik dengan kreativitas karyawan, dan openness to experience juga tidak signifikan memoderasi hubungan tidak langsung antara kepemimpinan partisipatif dan kreativitas karyawan melalui motivasi intrinsik.

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This current study aims to investigate the mediating role of intrinsic motivation in the relationship between participative leadership and employee creativity, the moderating role of openness to experience in the intrinsic motivation and employee creativity, and the moderating role of openness to experience in the indirect relationship between participative leadership and employee creativity through intrinsic motivation. This study was conducted using a cross-sectional design through an online survey directed at BUMN employees (N = 169). Data analysis was performed using moderated-mediation model (Model 14) of Hayes PROCESS Macro on SPSS software. Results showed that intrinsic motivation mediated the relationship between openness to experiences and employee creativity. However, results showed that openness to experience failed to moderate the relationship between intrinsic motivation and employee creativity, resulting in the nonsignificant findings in the moderating effect of openness to experience in indirect relationship between participative leadership and employee relationship through intrinsic motivation."

"ABSTRAKPenelitian ini dilakukan dengan tujuan untuk mengetahui pengaruh intrinsic motivation dan ekstrinsic motivation terhadap consumers rsquo; attitude pada iklan video di YouTube. Dimana intrinsic motivation dipengaruhi beberapa variabel independen, yaitu consumers rsquo; innovativeness, dan perceived enjoyment. Sedangkan extrinsic motivation dipengaruhi timeliness, localization, dan personalization. Responden pada penelitian ini mencakup pengguna YouTube yang berdomisili di Jakarta, Bogor, Depok, Tangerang, dan Bekasi dengan waktu terakhir mengakses YouTube tidak lebih dari 3 tiga bulan yang lalu. Dan responden yang sudah sesuai dengan penelitian ini terkumpul 200 responden, yang kemudian data dari responden tersebut dioleh menggunakan metode SEM Structural Equation Modelling . Hasil dari penelitian ini membuktikan bahwa intrinsic motivation dipengaruhi secara positif oleh variabel independennya consumers rsquo; innovativeness dan perceived enjoyment. Kemudian variabel timeliness dan personalization terbukti berpengaruh positif dengan extrinsic motivation, namun variabel localization terbukti tidak berpengaruh positif terhadap extrinsic motivation. Dan pada penelitian ini terbukti bahwa intrinsic motivation dan extrinsic motivation berpengaruh positif terhadap consumers rsquo; attitude pada iklan video di YouTube, namun intrinsic motivation terbukti lebih kuat mempengaruhi secara positif terhadap consumers rsquo; innovativeness dibandikan extrinsic motivation.

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ABSTRACTThis study was conducted to determine the effect of intrinsic motivation and extrinsic motivation toward consumers rsquo attitude on YouTube rsquo s video ads. Where intrinsic motivation is influenced by some independent variables, such as consumers rsquo innovativeness, and perceived enjoyment. While extrinsic motivation influenced by timeliness, localization, and personalization. The respondents in this study are YouTube users who lived in Jakarta, Bogor, Depok, Tangerang and Bekasi with the last time accessing YouTube is no more than 3 three months ago. And 200 respondents who are in accordance with this study have collected, then data from the respondents were obtained by using SEM Structural Equation Modeling method. The results of this study prove that intrinsic motivation is positively influenced by consumers rsquo innovativeness and perceived enjoyment. Then timeliness and personalization proved to have positive effect with extrinsic motivation, but localization variable proved not to have positive effect on extrinsic motivation. And in this study, it is evident that intrinsic motivation and extrinsic motivation have a positive effect on consumers rsquo attitude to video advertising on YouTube, but intrinsic motivation proved has stronger positive affect to consumers rsquo innovativeness than extrinsic motivation. "

"Penelitian ini bertujuan untuk mencari tahu pengaruh dari insentif moneter dan non-moneter pada tugas yang membutuhkan pemecahan masalah secara heuristic. Lebih jauh lagi, penelitian ini bertujuan untuk melihat bagaimana trait kompetitif memoderasi efek dari insentif terhadap motivasi intrinsik yang memengaruhi performa pengerjaan tugas heuristic. Penelitian ini adalah penelitian eksperimen dengan desain one-way anova dan menggunakan metode real-effort experiment. Sebanyak 120 partisipan yang seminggu sebelumnya sudah mengisi Revised Competitiveness Index, diundang ke laboraturium untuk mengerjakan anagram dalam setting kompetisi. Partisipan dibagi menjadi tiga kelompok yaitu kelompok yang diberikan insentif uang, insentif tas dan tidak diberikan insentif (kontrol). Penelitian terdiri dari tiga babak dimana insentif diberikan setelah babak kedua. Sebelum memasuki babak ketiga, partisipan diinformasikan mengenai feedback performa mereka dibandingkan partisipan lain. Hasil menunjukkan kelompok insentif tas unggul di babak ketiga dibandingkan kelompok insentif uang dan eksperimen, F (2, 117) = 4.64, p = .011, η 2= .026. Selain itu berdasarkan uji moderated mediation ditemukan bahwa pengaruh dari insentif terhadap performa pengerjaan tugas heuristic secara tidak langsung melalui motivasi intrinsik yang tinggi-rendahnya bergantung pada trait kompetitif yang dimiliki individu tersebut.

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The objective of this study is to examine the effect of monetary and non-monetary incentives on task performance that requires heuristic problem solving. Furthermore, this study aims to examine how competitiveness trait moderates the effect of incentives on intrinsic motivation that affects heuristic task performance. This study was an experimental research with one-way anova design and using real effort experiment method. In this study, a total of 120 participants had filled Revised Competitiveness Index (Harris & Houston, 2010) a week earlier and invited to the laboratory to work on anagrams in competitive setting. Participants were divided into three groups: group given cash incentives, bag incentives and without incentives. The experiment consisted of three rounds. The result in this study showed that group with bag incentives got a significantly higher performance in anagrams scores F (2, 117) = 4.64, p = .011, η 2= .026. Moderated mediation analysis showed that there is significant indirect effects between incentives, intrinsic motivation and heuristic task performance and the magnitude depends on the level of competitiveness trait."