Investagi Faktor-faktor yang Mempengaruhi Service Innovative Behaviour pada Karyawan Frontline di Industri Food & Beverage di Indonesia

Hilmyawan, Donny Naufal (2021) Investagi Faktor-faktor yang Mempengaruhi Service Innovative Behaviour pada Karyawan Frontline di Industri Food & Beverage di Indonesia. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Frontliner adalah pegawai garda terdepan pada suatu perusahaan, Frontliner memiliki peran besar terhadap service industry, salah satunya industri Food and Beverage. Frontliner yang berkualitas merupakan aset penting bagi perusahaan, untuk membangun Frontliner berkualitas diperlukan beberapa aspek, salah satunya Service innovative behaviour. Service innovative behaviour memberikan dampak perilaku pegawai terhadap pelanggan, diperlukan pengembangan terkait hal ini. Namun, di Indonesia masih minim sekali studi yang meneliti tentang Service innovative behaviour. Hal ini mungkin dikarenakan masih minimnya pemahaman bahwa inovasi dapat juga terjadi di bidang pelayanan. Penelitian ini menggunakan kuesioner online dengan Google formulir dan offline, kemudian dianalisis menggunakan SEM-AMOS dengan responden 270 yang merupakan karyawan frontline yang bekerja di industri Food and Beverage. Penelitian ini dilakukan dengan pendektan kuantitatif. Pada penelitian ini terdapat 3 hipotesis yang diterima yang menyatakan bahwa ditemukan pengaruh positif dan signifikan pada variable Creativity dan Creativity memediasi Empowering Leadership dan Humorous Work Climate terhadap Service Innovative Behaviour. Disertakan pula implikasi manajerial yang ditujukan untuk pengelola, pemilik, dan divisi sumber daya manusia. ===================================================================================================== Frontliners are the frontline employees in a company. Frontliners have a big role in the service industry, one of which isthe Food and Beverage industry. A quality frontline is an important asset for a company, to build quality frontliners, several aspects are needed, one of which is Service Innovative Behavior. Service innovative behaviour has an impact on employee behaviortowards customers, development is needed concerning in this field. However, in Indonesia, there are still very few studies that examine Service Innovative Behavior. This may be due to the lack of understanding that innovation can also occur in the field of service. The study used an online questionnaire with google form and offline, then analyzed using SEM-AMOS with 270 respondents who are Frontliner employees working in the Food and Beverage industry. This research was conducted with quantitative shortness. In this study there are 3 hypotheses received that state that found a positive and significant influence on variable Creativity and Creativity mediate Empowering Leadership and Humorous Work Climate on Service Innovative Behaviour. Also included are managerial implications aimed at managers, owners, and human resources divisions.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Frontliner, Food and Beverage Industry, Full Service Restaurant Industry, Service Industry, Service innovative behaviour.
Subjects: G Geography. Anthropology. Recreation > GT Manners and customs
H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
H Social Sciences > HF Commerce > HF5549 Job analysis. Personnel management. Employment management
H Social Sciences > HF Commerce > HF5549.2 Personel Management
H Social Sciences > HF Commerce > HF5549.5.P35 Performance standards
H Social Sciences > HF Commerce > HF6161.F616 Food. Food service
Divisions: Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User: Donny Naufal Hilmyawan Putra
Date Deposited: 10 Aug 2021 01:58
Last Modified: 10 Aug 2021 01:58
URI: https://repository.its.ac.id/id/eprint/85278

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