Does Leisure Involvement Impact on Service Performance? Empirical Finding from the Indonesian Culinary Industry
Main Article Content
Keywords
Frontline staff, Culinary industry, Leisure involvement, Job satisfaction, Service performance
Abstract
Many studies have examined the frontline service staff performance of various industries but rarely found to be associated with leisure involvement in the culinary industry. This study discusses the relationship between leisure involvement and service performance with mediation of variables subjective to well-being and job satisfaction. The research model used is PLS or partial least squares modelling, by taking samples from the frontline staff of culinary industry which amounts to 313 samples in Bandung City, Indonesia. The results of this study show that there is a significant relationship between leisure involvement and service performance, as well as with the mediator. In conclusion, an employee who is often involved in leisure activities is likely to be happy and will result in his good performance in serving customers. This is also influenced by his satisfaction in work, although the results are not too significant. The implication is that the management and businessmen need to pay greater attention to the welfare of employees should they wish to improve the service performance of their restaurants. This report is structured to meet one of the conditions for completing education.
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References
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Kreitner, R., & Kinicki, A. (2014). Organizational behavioral-Ed 5. Boston: Mc-Graw Hill.
Kyle, G. T., Absher, J. D., Norman, W., Hammitt, W. E., & Jodice, L. (2007). A modified involvement scale. Leisure Studies 26(4), 399-427. doi: 10.1080/02614360600896668
Kyle, G., & Mowen, A. (2005). An examination of the leisure involvement-agency commitment relationship. Journal of Leisure Research 37(3), 342. doi: 10.1080/00222216.2005.11950057
Laurent, G., & Kapferer, J. N. (1985). Measuring consumer involvement profiles. Journal of Marketing
Research, 41-53.
Lazuardi, M., & Triadi, M. S. (2015). Rencana Pengembangan Kuliner Nasional 2015-2019. Jakarta: PT Republik Solusi.
Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58. doi: 10.5465/20159559
Locke, E. A. (1969). What is job satisfaction? . Organizational Behavior and Human Performance, 4(1), 309-336.
Long, L. M. (2004). Culinary Tourism. Kentucky: The University Press of Kentucky.
Lovelock, C., & Wirtz, J. (2011). Service Marketing: People, Technology, Strategy. Canada: Pearson.
Lu, L., Lu, A. C., Gursoy, D., & Neale, N. R. (2016). Work engagement, job satisfaction, and turnover intentions. International Journal of Contemporary Hospitality Management, 28(4), 737-761. doi: 10.1108/IJCHM-07-2014-0360
Lucas, R. E., Clark, A. E., Georgellis, Y., & E, D. (2003). Re-examining adaptation the set-point model of happiness: Reactions to changes in marital status. Journal of Personality and Social Psychology, 84, 527-539. doi: 10.1037/0022-3514.84.3.527
MacLaurin, T. L. (2001). Food Safety in travel and tourism. Journal of Travel Research vol.39, 332- 333. doi: 10.1177/004728750103900316
Riggio, R., & B, B. (2005). Transformational Leadership (2nd ed.). England: Psychology Press.
Rothschild, L. M. (1984). Perspective on involvement current problems and future directions. Advance in consumer research, 216-217.
Saks, A. M. (2006). Antecedents and consequences of employee engagement. Journal of Managerial Psychology,21, 600-619. doi: 10.1108/02683940610690169
Slatten, T., & Mehmetoglu, M. (2011). Antecedents and effects of engaged frontline employees. Managing Service Quality: An International Journal, 21(1), 88-107. doi: 10.1108/09604521111100261
Suhartanto, D., & Brien, A. (2018). Multidimensional engagement and store performance: The perspective of frontline retail employees. International Journal of Productivity and Performance Management, 67(5), 809-824. doi: doi: 10.1108/IJPPM-03-2017-0065.
Suhartanto, D., Dean, D., Nansuri, R., & N. N. Triyuni. (2018). "The Link Between Tourism Involvement and Service Performance: Evidence from Frontline Retail Employees. Journal of Business Research, 130-137. doi: 10.1016/J.jbursres.2017.10.039
Suhartanto, D., & Noor, A. (2012). Customer Satisfaction in the Airline Industry: The Role of Service Quality and Price. Paper presented at the Asia Tourism Forum.
Watkins, M. (1986). The influence of involvement and information search on consumers's choice of depreciative behavior. Journal of Leisure Research, 323-340.
Yeh, C. M. (2013). Tourism involvement, work engagement and job satisfaction among frotline hotel employees. Annals of Tourism Research, 42, 214–239. doi: 10.1016/j.annals.2013.02.002
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. . Psychological Bulletin, 103(3), 1390-1395.
Balatsky, G., & Diener, E. (1993). Subjective wellbeing among Russian students. Journal of social indicators research, 28, 225-243. doi: 10.1007/BF01079019
Borman, W. C., & Motowidlo, S. J. (1993). Expanding the criterion domain to include elements of contextual performance. . San Francisco,: CA: Jossey-Bass.
Borucki, C. C., & Burke, M. J. (1999). An examination of service-related antecedents to retail store performance. Journal of Organizational Behavior, 20(6), 943-962.
Bowen, J., & Ford, R. C. (2004). What experts say about managing hospitality service delivery systems. International Journal of Contemporary Hospitality Management, 16(7), 394 - 401. doi: 10.1108/09596110410
BPS, K. B. (2018, May 9). Jumlah Restoran/Rumah Makan di Kota Bandung Tahun 2016. Retrieved from Badan Pusat Statistika Kota Bandung: https://bandungkota.bps.go.id/statictable/2017/08/29/121/-jumlah-restoran-rumah-makan-di-kota-bandung-2016.html
BPS, P. J. (2018, Maret 23). Jumlah Restoran/Rumah Makan Menurut Kabupaten/Kota di Provinsi Jawa Barat, 2013-2016. Retrieved from Badan Pusat Statistik : https://jabar.bps.go.id/statictable/2018/03/23/472/jumlah-restoran-rumah-makan-menurut-kabupaten-kota-.html
Chi, C., & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitality and Management, 28, 245-253. doi:10.1016/j.ijhm.2008.08.003
DeNeve, & Cooper. (1998). The happy personality: a meta-analysis of 137 personality traits and subjective well-being. Journal of Marketing Psyhcology, 197-229. doi: 10033-2909/98/$3.00
Dimanche, F., Havitz, M. E., & Howard, D. R. (1993). Segmenting recreationists and tourists using involvement profiles. Journal of travel and tourism, 33-52. doi: 10.1300/J073v01n04_03
Evani, F. S. (2017, September 23). Potensi Industri Kuliner Capai Rp 1.500 Triliun per Tahun. Retrieved from Berita Satu: http://www.beritasatu.com/bisnis/454122-potensi-industri- kuliner-capai-rp-1500-triliun-per-tahun.html
Group., I. W. (2008, October 3). Personal wellbeing index – Adult: 4th Edition. Retrieved from Internatonal Wellbeing Group: http://www.deakin.edu.au/research/acqol/instruments/wellbeing-index/pwi-adult- english.pdf
Hair, J. E., & Sarstedt, M. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). Los Angeles: Sage.
Hair, J. E., Hult, G. T., Ringle, C. M., & Sarstedt, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). . Los Angeles: Sage.
Hartline, M. D., & C, F. O. (1993). Service Quality Implementation: The Effects of Organizational Socialization and Managerial Actions on Customer-Contact Employee Behaviors. Technical Working Paper, 93-122.
Havitz, M. E., & Dimanche, F. (1990). Propositions for guiding the empirical testing of the involvement construct in recreational and tourist context. Leisure Sciences 12, 179-196.
Havitz, M. E., & Dimanche, F. (1990). Propositions for testing the involvement construct in recreational and tourism contexts. Leisure Science, 179-195.
Henderson, J. C. (2004). Food as tourism resources: a view from Singapore. Tourism Recreation Research vol.29, 29-74.
Henseler, J., Ringle, C., & Sinkovics, R. R. (2009). The use of partial least square path modeling in international marketing. Advances in International, 20, 277-319.
Hoffman, & Bateson. (2011). Service Marketing: Concepts, Strategies, and Cases. Mason. South-Western: Cengage Learning.
Hoy, W. K., & Miskel, C. G. (1996). Educational administration: Theory, research, and practice, 5th edition. New York: McGraw-Hill.
Indonesia, B. P. (2016, September 8). Data Restoran di Kota Bandung. Retrieved from Badan Pusat Statistik Bandung: https://bandungkota.bps.go.id/Subjek/view/id/16#subjekViewTab1
Jernej, H., & Mussap, A. J. (2010). Research Note: Leisure satisfaction and subjective wellbeing. Annals of Leisure Research, 13:4. doi:10.1080/11745398.2010.9686871
Juniman, P. T. (2017, January 18). Gaya Hidup Masyarakat Menjadikan Bisnis Kuliner Menjanjikan. Retrieved from CNN Indonesia: https://www.cnnindonesia.com/gaya-hidup/20170118121405- 262-187137/gaya-hidup-masyarakat-menjadikan-bisnis-kuliner-menjanjikan
Kreitner, R., & Kinicki, A. (2014). Organizational behavioral-Ed 5. Boston: Mc-Graw Hill.
Kyle, G. T., Absher, J. D., Norman, W., Hammitt, W. E., & Jodice, L. (2007). A modified involvement scale. Leisure Studies 26(4), 399-427. doi: 10.1080/02614360600896668
Kyle, G., & Mowen, A. (2005). An examination of the leisure involvement-agency commitment relationship. Journal of Leisure Research 37(3), 342. doi: 10.1080/00222216.2005.11950057
Laurent, G., & Kapferer, J. N. (1985). Measuring consumer involvement profiles. Journal of Marketing
Research, 41-53.
Lazuardi, M., & Triadi, M. S. (2015). Rencana Pengembangan Kuliner Nasional 2015-2019. Jakarta: PT Republik Solusi.
Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58. doi: 10.5465/20159559
Locke, E. A. (1969). What is job satisfaction? . Organizational Behavior and Human Performance, 4(1), 309-336.
Long, L. M. (2004). Culinary Tourism. Kentucky: The University Press of Kentucky.
Lovelock, C., & Wirtz, J. (2011). Service Marketing: People, Technology, Strategy. Canada: Pearson.
Lu, L., Lu, A. C., Gursoy, D., & Neale, N. R. (2016). Work engagement, job satisfaction, and turnover intentions. International Journal of Contemporary Hospitality Management, 28(4), 737-761. doi: 10.1108/IJCHM-07-2014-0360
Lucas, R. E., Clark, A. E., Georgellis, Y., & E, D. (2003). Re-examining adaptation the set-point model of happiness: Reactions to changes in marital status. Journal of Personality and Social Psychology, 84, 527-539. doi: 10.1037/0022-3514.84.3.527
MacLaurin, T. L. (2001). Food Safety in travel and tourism. Journal of Travel Research vol.39, 332- 333. doi: 10.1177/004728750103900316
Riggio, R., & B, B. (2005). Transformational Leadership (2nd ed.). England: Psychology Press.
Rothschild, L. M. (1984). Perspective on involvement current problems and future directions. Advance in consumer research, 216-217.
Saks, A. M. (2006). Antecedents and consequences of employee engagement. Journal of Managerial Psychology,21, 600-619. doi: 10.1108/02683940610690169
Slatten, T., & Mehmetoglu, M. (2011). Antecedents and effects of engaged frontline employees. Managing Service Quality: An International Journal, 21(1), 88-107. doi: 10.1108/09604521111100261
Suhartanto, D., & Brien, A. (2018). Multidimensional engagement and store performance: The perspective of frontline retail employees. International Journal of Productivity and Performance Management, 67(5), 809-824. doi: doi: 10.1108/IJPPM-03-2017-0065.
Suhartanto, D., Dean, D., Nansuri, R., & N. N. Triyuni. (2018). "The Link Between Tourism Involvement and Service Performance: Evidence from Frontline Retail Employees. Journal of Business Research, 130-137. doi: 10.1016/J.jbursres.2017.10.039
Suhartanto, D., & Noor, A. (2012). Customer Satisfaction in the Airline Industry: The Role of Service Quality and Price. Paper presented at the Asia Tourism Forum.
Watkins, M. (1986). The influence of involvement and information search on consumers's choice of depreciative behavior. Journal of Leisure Research, 323-340.
Yeh, C. M. (2013). Tourism involvement, work engagement and job satisfaction among frotline hotel employees. Annals of Tourism Research, 42, 214–239. doi: 10.1016/j.annals.2013.02.002