Profesionalisme karyawan front-line service pada bank daerah

Iful Novianto, Hendrik Rizqiawan, Yanuar Fauzuddin, Andi Iswoyo

Abstract


Penelitian ini mengacu pada literatur tentang segitiga hubungan kerja di industri jasa, serta perdebatan tentang bentuk-bentuk profesionalisme kontemporer, untuk mengeksplorasi beragam penggunaan konsep profesionalisme di perusahaan perbankan. Secara metodologis, ini adalah studi kasus tunggal berdasarkan wawancara semi-terstruktur dan dokumen perusahaan. Hasil penelitian menunjukkan bagaimana di perusahaan yang diteliti, gagasan profesionalisme digunakan baik oleh karyawan individu maupun, di tingkat kolektif untuk memajukan kepentingan karyawan front-line service dan pelanggan vis-a-vis manajemen. Selain itu, alih-alih konsep tunggal, justru beberapa konsep profesionalisme berjalan berdampingan di dalam perusahaan, dan terus-menerus menjadi subyek perdebatan dan kontestasi. Dengan demikian, penelitian ini memajukan penelitian yang masih ada tentang bentuk-bentuk kerja layanan dan profesionalisme kontemporer.


Keywords


Profesionalisme; bank; karyawan front-line; pekerjaan layanan; kualitatif

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DOI: http://dx.doi.org/10.29264/jfor.v24i2.11061

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