Does Digital Employee Experience Matters for Employee Service Orientation, Ambidexterity, and Agility?

Abstract

∗Competition among industries in this era is getting tougher. Many companies will eventually focus on their service to be able to compete with others. For service industries, who have service as their main product, need to enhance its quality even further. As service become the focus, it is important to measure it through employee agility. The industries’ quality could be reflected through the extent that the employee could adapt and respond to customers’ need. The study aims to examine the effect of employee’s service orientation and ambidexterity on employee agility which moderated by digital employee experience. This research used a quantitative and cross-sectional or one-shot method. The sample size consisted of 48 respondents by using purposive sampling. In the study used variance-based structural equation modeling. With employees in dry port industry as the unit analysis, this research proposed that employee service orientation and employee ambidexterity positively affected employee agility. The effects were strengthened by digital employee experience as moderator.