Kinerja tugas pada rumah sakit
DOI:
https://doi.org/10.30872/jmmn.v12i2.7713Keywords:
Orientasi layanan karyawan, emosi karyawan, tampilan emosi pelanggan, kinerjatugasAbstract
Tujuan dari makalah ini adalah untuk memahami siklus emosional hubungan karyawan danpelanggan menggunakan model interaksi sosial. Survei dilakukan dengan kuesioner yang dibagikankepada 54 karyawan Rumah Sakit Siti Rahmah.Studi ini menemukan bahwa orientasi dan emosikaryawan layanan sangat penting untuk memprediksi tampilan emosi dan kinerja tugas pelanggan.Melalui penelitian, untuk mengatasi karyawan yang emosional, penelitian ini menunjukkan bahwajawaban dapat terletak pada hubungan antara hasil bisnis dan emosi positif karyawan. Manajer harusmenciptakan lingkungan yang baik bagi karyawauntuk bekerja dalam suasana yang menyenangkan.Kontribusi penting dari penelitian ini adalah yang memberikan dukungan empiris awal untuk modelinteraksi sosial dalam pengaturan layanan karyawan dan pelanggan di bidang rumah sakit. Studi inimenemukan bahwa orientasi dan emosi karyawanpadalayanan sangat penting untuk memprediksitampilan emosi dan kinerja tugaskaryawan. Selain itu, emosi karyawan memiliki hubungan positifdengan suasana hati karyawan, dan suasana hati karyawan memiliki hubungan positif dengan tampilanemosi pelanggan, tetapi emosi karyawan memiliki hubungan signifikan positif dengan tampilanpelanggan. Tampilan emosi pelanggan memiliki hubungan positif dansignifikan dengan kinerja tugas.References
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Hogan, J., Hogan, R., & Busch, C. M. (1984). How to measure service orientation. Journal of Applied Psychology. https://doi.org/10.1037/0021-9010.69.1.167
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Johnson, S. K. (2009). Do you feel what I feel? Mood contagion and leadership outcomes. Leadership Quarterly. https://doi.org/10.1016/j.leaqua.2009.06.012
Kelley, S. W., & Hoffman, K. D. (1997). An investigation of positive affect, prosocial behaviors and service quality. Journal of Retailing. https://doi.org/10.1016/S0022-4359(97)90025-7
Kim, E., & Yoon, D. J. (2012). Why does service with a smile make employees happy? A social interaction model. Journal of Applied Psychology. https://doi.org/10.1037/a0029327
Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. In Journal of Services Marketing. https://doi.org/10.1108/08876040010327220
Mattila, A. S. (1999). The role of culture and purchase motivation in service encounter evaluations. Journal of Services Marketing. https://doi.org/10.1108/08876049910282655
Redman, T., & Snape, E. (2005). Unpacking commitment: Multiple loyalties and employee behaviour. In Journal of Management Studies. https://doi.org/10.1111/j.1467-6486.2005.00498.x
Survey questionnaire. (1986). In The American Journal of Medicine. https://doi.org/10.1016/0002-9343(86)90964-2
Watson, D., A. Clark, L., & Tellegen, A. (1988). Watson D, Clark LA, Tellegen A. Development and Validation of Brief Measures of Positive and Negative Affect - the Panas Scales. J Pers Soc Psychol 54: 1063-1070. In Journal of personality and social psychology. https://doi.org/10.1037//0022-3514.54.6.1063
Wu, R. C., Tran, K., Lo, V., O’Leary, K. J., Morra, D., Quan, S. D., & Perrier, L. (2012). Effects of clinical communication interventions in hospitals: A systematic review of information and communication technology adoptions for improved communication between clinicians. International Journal of Medical Informatics. https://doi.org/10.1016/j.ijmedinf.2012.05.014
Zapata-Phelan, C. P., Colquitt, J. A., Scott, B. A., & Livingston, B. (2009). Procedural justice, interactional justice, and task performance: The mediating role of intrinsic motivation. Organizational Behavior and Human Decision Processes. https://doi.org/10.1016/j.obhdp.2008.08.001
(Bagozzi et al., 1999)(Kim & Yoon, 2012)Abdillah, W., & Jogiyanto, H. (2015). Partial Least Square (PLS) Alternatif Structural Equation Modeling (SEM) dalam Penelitian Bisnis. In book.
Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science. https://doi.org/10.1177/0092070399272005
Hogan, J., Hogan, R., & Busch, C. M. (1984). How to measure service orientation. Journal of Applied Psychology. https://doi.org/10.1037/0021-9010.69.1.167
Holbrook, M. B., & Gardner, M. P. (2000). Illustrating a dynamic model of the mood-updating process in consumer behavior. Psychology and Marketing. https://doi.org/10.1002/(SICI)1520-6793(200003)17:3<165::AID-MAR1>3.0.CO;2-5
Johnson, S. K. (2009). Do you feel what I feel? Mood contagion and leadership outcomes. Leadership Quarterly. https://doi.org/10.1016/j.leaqua.2009.06.012
Kelley, S. W., & Hoffman, K. D. (1997). An investigation of positive affect, prosocial behaviors and service quality. Journal of Retailing. https://doi.org/10.1016/S0022-4359(97)90025-7
Kim, E., & Yoon, D. J. (2012). Why does service with a smile make employees happy? A social interaction model. Journal of Applied Psychology. https://doi.org/10.1037/a0029327
Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. In Journal of Services Marketing. https://doi.org/10.1108/08876040010327220
Mattila, A. S. (1999). The role of culture and purchase motivation in service encounter evaluations. Journal of Services Marketing. https://doi.org/10.1108/08876049910282655
Redman, T., & Snape, E. (2005). Unpacking commitment: Multiple loyalties and employee behaviour. In Journal of Management Studies. https://doi.org/10.1111/j.1467-6486.2005.00498.x
Survey questionnaire. (1986). In The American Journal of Medicine. https://doi.org/10.1016/0002-9343(86)90964-2
Watson, D., A. Clark, L., & Tellegen, A. (1988). Watson D, Clark LA, Tellegen A. Development and Validation of Brief Measures of Positive and Negative Affect - the Panas Scales. J Pers Soc Psychol 54: 1063-1070. In Journal of personality and social psychology. https://doi.org/10.1037//0022-3514.54.6.1063
Wu, R. C., Tran, K., Lo, V., O’Leary, K. J., Morra, D., Quan, S. D., & Perrier, L. (2012). Effects of clinical communication interventions in hospitals: A systematic review of information and communication technology adoptions for improved communication between clinicians. International Journal of Medical Informatics. https://doi.org/10.1016/j.ijmedinf.2012.05.014
Zapata-Phelan, C. P., Colquitt, J. A., Scott, B. A., & Livingston, B. (2009). Procedural justice, interactional justice, and task performance: The mediating role of intrinsic motivation. Organizational Behavior and Human Decision Processes. https://doi.org/10.1016/j.obhdp.2008.08.001
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