Citation:

Aji Hutomo Purnomo, Sinto Sunaryo. "The Influence of Servant Leadership towards Service Innovation Behavior through Trust, Job Crafting, and Customer Orientation as a Mediator at Bank Mandiri in Solo Area" International Research Journal of Economics and Management Studies, Vol. 2, No. 4, pp. 479-492, 2023.

Abstract:

This research was conducted to examine the influence of servant leadership on service innovation behavior through trust and job crafting as mediators. This research involved Bank Mandiri employees in the Solo City area. A total of 385 employees were the research sample from a population of 435 employees. To study the data, the calculation used is Partial Least Squares-Structural Equation Modeling (PLS-SEM) to determine the relationship between variables. The research results state that: 1) Servant leadership has a significant positive effect on SIB; 2) Servant leadership has a significant positive effect on trust; 3) Servant leadership has a significant positive effect on job crafting; 4) Servant leadership through trust has no effect on SIB; 5) Servant leadership through job crafting has a significant positive effect on SIB; and 6) Servant leadership through trust and job crafting has a positive effect on SIB. The R2 value for the job crafting variable is 0.139, for the trust variable, it is 0.258, and for the SIB variable, it is 0.447. The value of Q2 in this research states that the variable value of job crafting, trust, and service innovation behavior is Q2 > 0, so the accuracy of the path model predictions is acceptable. The SRMR value of 0.092 in this study indicates a well-fitting model, so it is suitable for use in hypothesis testing.

References:

[1] Amo, B. W. (2005). Employee Innovation Behavior. Bodo: Bodo Graduate School of Business, Bodo Regional University
[2] Ashill, N. J., Rod, M., & Carruthers, J. (2008). The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context. Journal of Strategic Marketing, 16(5), 437-462.
[3] Bakker, B., Arnold &Leiter.P.,Michael. (2012). Work Engagement A Handbook of Essential Theory and Research. New York: Psychology Press. [4] Bao, Wei. (2020). Jurnal Covid-19 and Online Teaching in Higher Education: ACase Study of Peking University. 2: 113-115.
[5] Barcet, A. 2010, “Innovation in services: A New Paradigm And Innovation Model”, In Gallouj, F. And Djellal, F. (Ed.), The Handbook Of Innovation And Services: A multidisciplinary perspective, Edward Elgar, Cheltenham, 49-67.
[6] Barnes, J. G. 2003. Secret of Customer Relationship Management (Rahasia Manajemen Hubungan Pelanggan). Yogyakarta: Andi
[7] Bavik, A., Bavik, Y.L. and Tang, P.M. (2017), "Servant leadership, employee job crafting, and citizenship behaviors: a cross-level investigation", Cornell Hospitality Quarterly, Vol. 58 No. 4, pp. 364-373.
[8] Brown, T. J., Mowen, J. C., Donavan, D. T., & Licata, J. W. (2002). The Customer Orientation of Service Workers: Personality Trait Effects on Self-And Supervisor Performance Ratings. Journal of Marketing Research, 39(1), 110-119.
[9] Carmeli, A., Meitar, R., & Weisberg, J. (2006). Self‐leadership skills and innovative behavior at work. International journal of manpower.
[10] Costigan, R. D., Iiter, S. S., & Berman, J. J. (1998). A multi-dimensional study of trust in organizations. Journal of managerial issues, 303-317.
[11] Dwiyanto, Agus. (2006). Mewujudkan Good Governance Melalui Pelayanan Publik. Yogyakarta: Gadjah Mada University Press
[12] Fan, H., Han, B., & Gao, W. (2022). (Im) Balanced Customer-Oriented Behaviors and AI Chatbots' Efficiency–Flexibility Performance: The Moderating Role of Customers' Rational Choices. Journal of Retailing and Consumer Services, 66, 102937.
[13] Flavian, and Giunaliu. (2007). "Measure Onweb Usability Website." Journal of Computer Information Systems 48
[14] Hair, J.F., Hult, G.T.M., Ringle, C.M. and Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). 2nd Edition, Sage Publications Inc., Thousand Oaks, CA
[15] Harris, J.G., Mowen, J.C. and Brown, T.J. (2013), "Re-examining salesperson goal orientations: personality influencers, customer orientation, and work satisfaction", Journal of the Academy of Marketing Science, Vol. 33, pp. 19-35.
[16] Huang, Y. S., & Brown, T. J. (2016). How does customer orientation influence authentic emotional display. Journal of Services Marketing, 30(3), 316- 326.
[17] Khan et al. (2020). Leading the innovation: role of trust and job crafting as sequential mediators relating servant leadership and innovative work behavior. European journal of innovation management.
[18] Kiffin-Petersen, S.A. and Soutar, G.N. (2020), "Service employees' personality, Customer Orientation and customer incivility", International Journal of Quality and Service Sciences, Vol. 12 No. 3, pp. 281-296
[19] Kim, T. T., & Lee, G. (2013). Hospitality employee knowledge-sharing behaviors in the relationship between goal orientations and service innovative behavior. International journal of hospitality management, 34, 324-337. Kirkendall, C.D. (2013). Job crafting: The Pursuit of Happiness at Work. Wright State University.
[20] Kirkendall, C. D. (2013). Job crafting: The pursuit of happiness at work (Dissertation). Wright state university
[21] Lee, K.H., & Hyun, S.S. (2016). An Extended Model of employee service innovation behavior in the airline industry. International journal of contemporary hospitality management, 1622-2648
[22] Liden, Robert C. et al. (2014). "Servant Leadership and Serving Culture: Influence on Individual and Unit Performance", Academy of Management Journal, Vol. 57, No. 5, pp. 1434–1452
[23] McAllister, Daniel J. (1995). Affect and Cognition-Based Trust as Foundations for Interpersonal Cooperation in Organizations. Academy of Management Journal, 38,1, 24-59.
[24] McCauley, D. P., & Kuhnert, K. W. (1992). A Theoretical Review and Empirical Investigation of Employee Trust In Management. Public Administration Quarterly, 265-284.
[25] McKnight et al., (2002). The Impact of Initial Consumer Trust on Intention to Transact with a Website: A Trusting Building Model. Jurnal Sistem Strategi Informasi, Vol. 11
[26] Moorman Deshpande, dan Zaltman. (2010). Relationships Between. Providers and User of Marketing Research: Journal of Marketing Research
[27] Palmatier, et.al (2007). Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned Loyalty. First Published May 1, 2007, https://doi.org/10.1509/jmkr.44.2.185 retrieved August 4, 2022
[28] Patterson, K. A. (2003). Servant leadership: A theoretical model. Regent University, Virginia Beach, Virginia.
[29] Russell, E. J., Russell, J., & Broomé, R. E. (2018). Surveying the Experience of Servant Leadership within the Fire and Emergency Services. Servant Leadership: Theory & Practice, 5(1), 4.
[30] Scott, S. G., & Bruce, R. A. (1994). Determinants of innovative behavior: A path model of individual innovation in the workplace. Academy of Management Journal, 37(3), 580-607.
[31] Sendjaya, S. (2015). Servant Leadership Research. In Sendjaya, S., Personal and Organizational Excellence through Servant Leadership (pp. 15-38). Switzerland: Springer International Publishing. retrieved August 2, 2022 https://doi.org/10.1007/978-3-319-16196-9_2
[32] Slemp, G.R., & Brodrick, D.A.V. (2014). Optimising Employee Mental Health: The Relationship Between Intrinsic Need Satisfaction, Job Crafting, And Employee Well-Being. Journal Happiness Stud.
[33] Spears, Nancy and Surendra N. Singh. (2004). Measuring Attitude Toward the Brand and Purchase Intentions. Journal of Current Issues and Research in Advertising. Volume 26, Number 2.
[34] Stock, R.M. (2015), "Is bore out a threat to frontline employees'innovative work behavior" Journal of Product Innovation Management, Vol. 32 No. 4, pp. 574-592
[35] Trompenaars, F. & Voerman, E. (2010). Harnessing the strength of the world's most powerful management philosophy: Servant-Leadership across cultures. New York, NY: McGraw-Hill
[36] Tschannen-Moran, M., & Hoy, A.W. (2001). Teacher Efficacy: Capturing an Elusive Construct. Teaching and Teacher Education, 17, 783-805.
[37] Wrzesniewski, A., & Dutton, J.E. (2001). Crafting a Job; Revisioning Employee Asactive Crafters of Their Work. Academy of Management Review.
[38] Zhang, Y., & Yang, F. (2021). How And When Spiritual Leadership Enhances Employee Innovative Behavior. Personnel Review, 50(2), 596–609.

Keywords:

Job Crafting, Trust, Bank Employees, Service Innovation Behavior, Servant Leadership.