员工授权对服务质量恢复工作的影响

RELASI : JURNAL EKONOMI Pub Date : 2024-01-09 DOI:10.31967/relasi.v20i1.983

I. G. P. Kawiana, Luh Komang Candra Dewi, Putu Yudy Wijaya

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引用次数: 0

摘要

Covid-19 大流行为一线员工在努力恢复服务质量过程中的反应能力提供了许多经验教训。我们在员工和消费者身上测试了服务恢复模型的预测，并将培训和自主部分的可变授权作为预测模型。通过培训和自主权的赋权会提高员工对工作的满意度。最后，消费者的满意度是在员工提高响应速度创造服务之后产生的。

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Dampak Pemberdayaan Karyawan Terhadap Upaya Pemulihan Kualitas Layanan

The Covid-19 pandemic has provided many lessons for front-line employees for their responsiveness in efforts to restore service quality. Predictions from the service recovery model were tested on employees and consumers with variable empowerment on the training and autonomy components as predictor models. Empowerment through training and autonomy leads to higher satisfaction with aspects of employees' jobs. Finally, consumer satisfaction is created after the service is created by higher employee responsiveness.

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RELASI : JURNAL EKONOMI

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