Evaluasi Orientasi Layanan Sebagai Bagian dari Budaya Organisasi dan Efeknya Terhadap Kinerja Organisasi
ABSTRACT: The study aims to
evaluate the university service orientation as social variable, to empirically
test its relationship to organizational performance measures and to provide
managerial implications. The premise behind
the study is
that service-oriented organizations
choosing to emphasize
service excellence as a valueadded deliverable
will perform significantly
better than organizations
that do not
possess this orientation. The
study employes a
survey method and
uses a proportional
random sampling as
sampling technique. The results
of the study
confirm that service
orientation increases business
performance and employee service
outcomes; employee service outcomes increases business performance, and the
total effects of service orientation increases employee service outcomes.
Keywords: Service orientation,
organizational culture, employee
service outcomes, and
business performance
Penulis: Ahyar Yuniawan
Kode Jurnal: jpmanajemendd110348
