文章基本信息

标题：DEMOGRAPHIC CHARACTERISTICS AND PSYCHOLOGICAL EMPOWERMENT ON SERVICE ORIENTATION: A STUDY IN YOGYAKARTA,INDONESIA
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作者：Adita Bagus SAPUTRO ; Ignatius Soni KURNIAWAN
期刊名称：Holistica
电子版ISSN：2067-9785
出版年度：2020
卷号：11
期号：2
页码：63-73
DOI：10.2478/hjbpa-2020-0019
语种：English
出版社：Sciendo
摘要：The service quality in hotels can be seen first from the front-office that interacts directly with customers,here service orientation has an important role. Employees who have high service orientation will have high performance and can be a competitive advantage for the company. Psychological empowerment also an important factor in service orientation,it can be seen from the feelings shown by employees and can increase self-recognition and self-esteem. This research aims to determine the influence of demographic characteristics and psychological empowerment towards service orientation in the hospitality industry. This research was conducted at several three-star hotels in Yogyakarta. This research used multiple regression analysis,partial t test,coefficient of determination and beta standardized coefficient to analyse the data. Furthermore,the results of this research are gender,age,education level and competency certification have a positive and significant influence on service orientation. Meanwhile,tenure has a negative and insignificant influence and marital status has a positive and insignificant influence on service orientation. The last,psychological empowerment has a positive and significant influence on service orientation.
关键词：demographic characteristics;psychological empowerment;service orientation