Proceedings of the Ninth Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2022)

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The Effect of Employee Well-Being on Customer Service Job Performance

The Mediation Role of the Promotive Voice

Authors
Bavner Donaldo1, *, Fanny Martdianty1
1Universitas Indonesia, Jakarta, Indonesia
*Corresponding author. Email: bavner.donaldo@gmail.com
Corresponding Author
Bavner Donaldo
Available Online 26 June 2023.
DOI
10.2991/978-94-6463-158-6_47How to use a DOI?
Keywords
employee well-being; psychological well-being; promotive voice; job performance
Abstract

The Covid-19 pandemic has altered the way the industry operates, including customer service. As one of the determinants of customer satisfaction, customer service also became a critical key indicator for Indonesian online marketplaces. The purpose of the study is to investigate the impact of employee well-being on job performance and the mediation role of the promotive voice. Data gathered from 256 employees from various Indonesian online marketplaces was tested using structural equation modelling (SEM). The results indicate psychological well-being significantly affect job performance, while physical well-being and social well-being do not significantly affect job performance. In addition, complementary mediation found out from the promotive voice on the effect of psychological well-being on job performance.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the Ninth Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
26 June 2023
ISBN
978-94-6463-158-6
ISSN
2352-5428
DOI
10.2991/978-94-6463-158-6_47How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Bavner Donaldo
AU  - Fanny Martdianty
PY  - 2023
DA  - 2023/06/26
TI  - The Effect of Employee Well-Being on Customer Service Job Performance
BT  - Proceedings of the Ninth Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2022)
PB  - Atlantis Press
SP  - 522
EP  - 531
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-158-6_47
DO  - 10.2991/978-94-6463-158-6_47
ID  - Donaldo2023
ER  -