A CASE STUDY OF SOUTH JAKARTA MATAHARI DEPARTMENT STORES Endah Setyowati Primary Author mixed material bibliography Jakarta LSPR 2020 en English

Computer File

- Competition in retail industry is tougher nowadays. To win the competition, an organization needs to have good outputs which one of them derived from front liners’ performance: providing service excellence. Good interaction with customers is ‘must have’ to result excellent service. In order to conduct good interaction, the organization needs to apply communicative leadership which according to (Johansson, Miller, & Hamrin, 2014) categorized into four behavior: Initiating Structure, Facilitating Work, Relational Dynamic, and Representing Employee and the Unit, which most of them are also reflected in the behavior working environment factors: Goal setting, performance feedback, Supervisor support and mentoring/coaching. The purpose of the research is to reveal whether communicative leadership behaviors and working environment factors positively influence employee performance which is providing service excellence to customers both separately and simultaneously, how communicative leadership behaviors and behavior working environment factors are applied in the organization. The research employed mixed method where quantitative data was obtained through questionnaire surveys of 772 MDS employees, and three FGDs and an in-depht interview to support the data. The research finding confirmed that Communicative Leadership behaviors influenced 25.1% of Employees extra role Performance. Employee Performance was 48% influenced by Behavior Working Environment. Communicative Leadership and Working Environment collectively influenced 51.2% of Employee Performance. In addition, the organization had not applied good communicative leadership and behavior working environment factors well. thesis Marketing Communications Janette Maria Pinariya 2020 Endah Setyowati NONE Library LSPR Institute of Communication and Business Amani Library Management System S2.MKC.370.012.20 S200286SP Hanya Tersedia Softcopy S2.MKC.370.012.20 sampul_skripsi.jpg.jpg 5400 2021-06-07 09:46:22 2021-06-07 09:46:46 machine generated