Service Employees Research Articles

Evaluation of Status of Getting ill with SARS CoV-2 and the Knowledge of Using and Attitudes of Personal Protective Equipment at Pre-Hospital Emergency Care Services Employees

Objective: The present study aimed to evaluate the knowledge level of health personnel working in pre-hospital emergency health services in the Konya province regarding the coronavirus disease 2019 (COVID-19) infection and the use of personal protective equipment (PPE) during the pandemic. Material and Methods: A total of 410 health personnel working in emergency health services in the Konya province were included in the study. The data were collected through a questionnaire developed by the researcher inquiring about the demographic data, whether they contracted (COVID-19), knowledge about COVID-19, and knowledge and attitudes regarding the use of PPE. Results: The rate of individuals who experienced mild infection was 27.1% and the rate of individuals who experienced severe infection was 5.6%. Of the subjects who experienced COVID-19 infection, 73.8% had fatigue, 67.9% had bone and muscle ache, 47.7% had fever, 42.5% had a cough and 27% had loss of taste, smell, and gastrointestinal symptoms and 25.3% had dyspnea. Of the health personnel, 83.7% were detected to use PPE. The most commonly used PPE was seen to be gloves (90.8%) and the least was visors and eyeglasses (43.8%). When the symptom frequency was analyzed according to age, the symptoms were found to be most frequent in the age group of 40 years and above and the symptom frequency was seen to increase with age. Conclusion: It was concluded that the health personnel had received in-service training about COVID-19 and had sufficient knowledge. The rate of PPE use was found to be high. There was no difference between males and females in contracting COVID-19 infection.

Competence and Work Motivation on Employee Performance Mediated by Career Development

This research aims to determine the influence of competency and work motivation on the performance of Banyumas Industry and Trade Service Employees with Career Development as a mediating variable. This quantitative research uses a simple random sampling method with a population of Civil Servants, using data collection instruments and a questionnaire. The sample used was 131 employees. The analysis technique uses SEM with the Smart PLS Version 3.0 tool. The tests used are the outer model, inner model, and mediation and hypothesis tests. The research results show that competence, work motivation, and career development positively and significantly affect employee performance. Competence and work motivation have a positive and significant effect on career development. Career development mediates the influence of competency and work motivation on employee performance.

WORK OF SOCIAL WORKERS WITH YOUNG PEOPLE IN THE STATE EMPLOYMENT SERVICE

The article highlights the peculiarities of the work of social workers with young people inthe State Employment Service. It is established that social workers working in the Employment Center play an important role in job search. The functions of social workers in this center are listed. It is established that the State Employment Service is coordinated by the Ministry of Economy of Ukraine. The rights of the employed population guaranteed by the state during employment are listed. The types of services provided by the Khrystynivka District Employment Center to employers are described. Statistics of persons registered with the Khrystynivka District Employment Center are presented.Ukraine has many problems, and they have become even more numerous since the start of the war. These events have created a number of difficulties in both the economic and social spheres. Unemployment is one of the most important problems of our time. The State Employment Service (SES) is one of the most important institutions both in developing employment policy and labor market regulation at the national level and in stimulating employment in the regions. Building the capacity of the State Employment Service at the national, regional and local levels is one of the important prerequisites for improving the quality and efficiency of services to the unemployed and employers.Social workers play an important role in helping people who come to the employment center, acting not only as intermediaries between employers and young people, but also as active participants in the process of creating favorable conditions for labor self-realization and career development of young people. In this context, it is important to consider the aspects of social workers’ work aimed at fostering social responsibility, developing skills, and increasing the competitiveness of young people in the labor market.

LABOUR MARKET IN UKRAINE UNDER THE INFLUENCE OF A YEAR OF FULL-SCALE WAR

The main purpose of this research article is a comprehensive study of the transformational impact of a full-scale war on the labour market, with a special focus on the challenges posed by labour force dynamics in the context of the Ukrainian economy. Through rigorous analysis and empirical research, the paper aims to identify and highlight the multifaceted changes that occur in the labour market during conflict, shedding light on the complex relationship between war-induced factors and the composition of the labour force. By examining these dynamics, the paper aims to make a valuable contribution to policy and strategic decision-making aimed at mitigating the negative effects of war on the labour market, which will ultimately contribute to sustainable economic recovery and development after the conflict ends. Methodology. This research article uses secondary analysis of data from the State Employment Service, as well as the results of surveys conducted by sociological groups and consulting companies. The practical implementation of the conclusions outlined in this article involves the formulation of targeted recommendations aimed at improving the effectiveness of state policy on the labour market in Ukraine, in particular, with a focus on the restoration of human resources in the post-conflict period. Drawing on the findings of a comprehensive analysis of war-induced labour market changes, these practical recommendations aim to offer actionable strategies for policy makers and stakeholders. Emphasising the need for rapid and adaptive interventions, the authors call for evidence-based decision-making to address the identified challenges. The practical implementation of these recommendations aims to guide the development and implementation of policies that will not only mitigate the immediate impact of the war on the labour market, but also contribute to the long-term sustainability and stability of the Ukrainian labour force. Value/Originality. Current trends in the labour market are analysed. The main threats to the labour market of Ukraine and the impact on the supply and demand of labour under martial law are identified. The author proposes to regulate the professional and qualification imbalance in the labour market through the system of advanced training or retraining of employees seeking employment in a profession in demand in the economy; spreading new forms of employment and supporting self-employment; investing in the creation of new jobs with decent conditions and remuneration.

IT SERVICE MANAGEMENT FOR BUSINESS PROCESS OF STAFF ARCHIVE DIGITALIZATION USING ITIL 3TH VERSION FRAMEWORK (CASE STUDY: BKPP OF SEMARANG CITY)

The role of archivist in an agency is as needed as in the Badan Kepegawaian, Pendidikan dan Pelatihan Kota Semarang (BKPP of semarang).Badan Kepegawaian, Pendidikan dan Pelatihan Kota Semarang currently has digitized archive services Employment is e-file service. The problem we found today is service the e-file is only used as a data archive and has not yet supported the business process resources. Another problem found on e-file services is not yet available service contact and lack of human resources. To support the business process then this research will design the management of it services on digitalization of employment archives. On this rre-design, e-file services will be linked to other IT services such as SISDM and E-Fungsional. This research uses the framework ITIL 3th Version domain service design with the sub domain service design package and service catalogue for document creation of the entire sequence of design. On this research there are also multiple support services like a service in contact, hours level services, risk identification, enhanced resources and structures the organization proposal so that current e-file services can support business processes digitalization of employment archives on the BKPP Kota Semarang

The Influence of Service Quality and Employee Performance on Customer Satisfaction in the Maja Langu Savings and Loan Cooperative, Denpasar

Purpose:In the competitive business world, customer satisfaction is the main focus for companies. It is not just a goal but also the key to attracting and retaining consumers. This study investigates the influence of service quality and employee performance on customer satisfaction at the Maja Langu Savings and Loans Cooperative, Denpasar.Methodology:64 respondents were successfully obtained by applying the purposive random sampling method and considered representative of the overall sample. Data analysis was carried out using multiple linear regression after undergoing instrument and classical assumption tests. The approach used is quantitative, with a questionnaire as the data collection instrument.Findings:The research results show that service quality and employee performance positively and significantly impact customer satisfaction at KSP Maja Langu, Denpasar. These two factors individually have a positive and significant influence on customer satisfactionImplication:These findings have important implications for the management and employees of KSP Maja Langu in maintaining and increasing customer satisfaction. Improving service quality and employee performance will help increase customer satisfaction at the Maja Langu Denpasar Savings and Loans Cooperative.

Internal Determinant Of Firm’s Security Returns On Commercial Banks Listed On Nairobi Securities Exchange

The market for securities improves the exchange of shares of public firms. Companies utilize the essential market to float shares to the public through an initial public offer in return for financed capital. A firm’s performance concerning equities is a solid marker of how it is fairing financially and its contribution to the macroeconomy. The equity market records are a sign of the monetary solidness of the economy. Thus, the current study sought to establish the influence of market determinants on stock market returns among listed commercial banks at Nairobi Securities Exchange in Kenya. In Kenya, such risks as liquidity risks, non-performing loans (NPLs), and poor performance, among others, have been of significant concern for quite some time. Many studies have been carried out in Kenya concerning the stock market performance of the banking sector. While there may be several factors, such as favorable government policies, explaining these performances, there is a shortage of information on the justification of strategic bank factors influencing the financial performance of these banks. Hence, the research sought to address hypothesis around the influence of the determinants such as capital adequacy, asset quality, management efficiency and influence of liquidity on stock market returns among Commercial Banks listed in Nairobi Securities Exchange. The research adopted credit risk theory, liquidity risk theory transaction cost theory, capital structure theory and signaling hypothesis theory. The study also applied panel data analysis and survey design on 10-year primary and secondary data from from 2013 to 2022. The target population constituted 11 commercial banks listed on Nairobi Securities Exchange. The study used quantitative data sorted and analyzed using descriptive and inferential statistical techniques. The descriptive analysis results were in the form of mean, standard deviations, frequencies, and percentage forms. Tables, diagrams, and charts were adopted. From the study findings, asset quality and management efficiency ratios had a negative and significant association with stock market returns respectively. On the other hand, capital adequacy and liquidity had a positive and significant relationship with stock market returns respectively. Based on the study results, the study recommends that banks should balance asset quality and lending stringency due to its negative correlation with stock returns. Strengthening capital adequacy and maintaining optimal liquidity positively impact stock market returns. In addition, a focus on service quality and employee morale is recommended for indirect benefits on stock performance.

The Impact of Service Quality on Customer Satisfaction of BPJS Employment at The Mojokerto Branch Office

The quality of public services needs to be optimized in order to meet the expectations of service users and strengthen public trust in government institutions. Several indicators to measure the quality of public services include: tangible, reliability, responsiveness, assurance and empathy. The aim of the research is to examine in depth the quality of public services which have an impact on community satisfaction through a qualitative approach. This research was conducted at BPJS Employment Mojokerto branch office, East Java Province, Indonesia. Research sampling used snowball sampling where existing subjects provided references to recruit the required samples. In this technique an individual subject provides information about only one other subject and then the chain continues with only one reference from one subject. This pattern is continued until the subjects available as samples are deemed to have met the requirements. The research subjects are customers who intensively use BPJS Employment services. The results of this research conclude that the quality of service at BPJS Employment, including the dimensions of tangible, reliability, responsiveness, assurance and empathy, its implementation is in line with the expectations of service users so that they feel satisfied with the services provided by BPJS Employment Mojokerto.

How job stress influences employee problem-solving behaviour in hospitality setting: Exploring the critical roles of performance difficulty and empathetic leadership

The current study examines the effect of job stress on frontline employees' customer problem-solving behaviour, drawing from the cognitive activation theory of stress. The study suggests that job stress, directly and indirectly, affects problem-solving behaviour through perceived performance difficulties. Empathetic leadership is proposed as a mitigating contextual factor for the adverse effects of job stress on customer problem-solving behaviours. Data were gathered from 240 customer service employees and supervisors in the United Arab Emirates (UAE) hospitality industry. SmartPLS and the Hayes Process Macro were employed for data analysis. The study results revealed that job stress significantly affects employees’ ability to solve customer problems, directly and indirectly, via perceived performance difficulties. Interestingly, this impact is diminished when the supervisor demonstrates empathy. The implications of the study findings for management practice and future research are discussed.

An empirical study on the dark side of service employees’ AI awareness: Behavioral responses, emotional mechanisms, and mitigating factors

Drawing on the stressor-emotion model, our study unveils a multi-faceted moderated mediation model that delineates how artificial intelligence (AI) awareness influences frontline service employees’ counterproductive work behavior towards customers (CWBC) and work-family conflict (WFC), mediated by negative emotions (NE). We introduce promotion focus and empowering leadership as first-stage moderators, and family motivation as a second-stage moderator, to explore their buffering effects on the negative outcomes triggered by AI awareness. Employing an experience sampling methodology, we gathered data from 92 frontline service employees in hospitality over two working weeks. The findings indicate that heightened AI awareness correlates with increased emotional distress, which in turn exacerbates WFC and CWBC. Notably, our analysis reveals that employees with a pronounced promotion focus and those under empowering leadership regimes exhibit reduced negative emotional responses to AI-induced stressors. Moreover, individuals driven by strong family motivation not only demonstrate unique resilience in managing the interplay between work-induced stress and family well-being but also show a significant reduction in counterproductive work behaviors. Overall, this research provides a novel lens to understand the broader implications of AI in the service industry by employing a dynamic and multilevel approach.

Employee Capabilities in Gayo Lues Regency Population and Civil Registration Services

The capabilities of the state civil apparatus can provide effective services for population and civil registration in Gayo Lues Regency. The aim of this research is to analyse the capabilities of Population and Civil Registration Service employees in providing services in Gayo Lues Regency. The subjects of this research were employees in the Gayo Lues Regency Population and Civil Registration Service. The research procedure is to use qualitative methods. This research identifies supporting and inhibiting factors in increasing employee capabilities. Research Results are Research results show that there are several challenges, including a lack of human resources and facilities, which affect the quality of service. Recommendations are provided to increase service capacity and efficiency through employee training and infrastructure improvements. The service experienced by the informant proves that the capability of the Population and Civil Registration Service in Gayo Lues Regency can be said to be good. ASN capabilities in the Population and Civil Registration Service are very closely related to the quality of public services. covers various aspects such as employee qualifications and skills, infrastructure, technology and policy procedures, providing faster and more efficient services such as in terms of issuing Population documents and recording important events such as births, deaths and marriages of employees at DISDUKCAPIL Gayo Lues has a high level of honesty (rating 5) with the indicator of always reporting the results of his work to his superiors according to the actual situation. Conduct technical training regarding population administration information systems, use of new software and management of population data. Carrying out excellent service training, namely training on how to provide effective and efficient services to the community, including good communication and handling complaints from the community.

Control (Supervisory) Activities of the Federal Labor and Employment Service: The Contemporary State and Development Prospects

Control (Supervisory) Activities of the Federal Labor and Employment Service: The Contemporary State and Development Prospects

The Mediating Effect of Human Capital on Teaching Quality and Employment Quality of Migrant Workers in Vocational Education Institutions in China

This study employs a mixed-method approach, utilizing mediation analysis techniques, a Likert scale questionnaire, and interviews to comprehensively assess employment quality, teaching quality, and human capital. Statistical analysis software was used for data processing, including descriptive statistics and regression analysis. The findings highlight the mediating role of human capital in the relationship between teaching quality and employment quality. Recommendations include vocational education institutions focusing on migrant workers’ career development, enhancing satisfaction with education and teaching, and innovating teaching methods to adapt curricula. Strengthening teacher training and resources, establishing a diverse teaching quality assurance system, and aligning teaching practices with employment needs are proposed strategies to improve overall teaching and learning quality for better employment outcomes. Prioritizing teaching quality enhancements, human capital development, and refining employment services can collectively elevate employment standards for migrant workers, fostering social cohesion and economic progress.

Comparative analysis of the psychological status of the EMERCOM of Russia State Fire Service employees in correlation with work experience

Comparative analysis of the psychological status of the EMERCOM of Russia State Fire Service employees in correlation with work experience

The Impacts of the Servant Leadership on the Innovative Work Behaviors: Looking at the Role of Public Service Motivation and Employee Engagement

The Impacts of the Servant Leadership on the Innovative Work Behaviors: Looking at the Role of Public Service Motivation and Employee Engagement

The Relationship between Employee Roles and Service Quality

The purpose of this study is to investigate the correlation between employees` roles and service quality. Descriptive method design and stratified random sampling techniques were used to select 15 restaurant establishments into three categories, which are snack bar/café, canteen/cafeteria style, and catering cuisine restaurants in Bislig City during the school year 2022-2023. Two questionnaires were used to collect data through the face-to-face survey. Mean, standard deviation, and Pearson product-moment correlation analysis were also used to analyze the data collected. Results revealed that the canteen/café restaurant had the highest mean in job satisfaction in terms of employee benefits, while empathy had the highest mean in service quality. Employee benefits represent job satisfaction/recreation leaves, health protection benefits, and flexible working hours, while quality represents reliability, responsiveness, assurance, empathy, Empathy and tangibles. The results proved that the relationship between employment benefits and service quality among restaurant staff indicates a moderately positive correlation.

The use of implicit measures in service research: Why, how, when and what is the way forward?

Purpose To date, to the best of the authors’ knowledge, the use of implicit measures in the service research domain is limited. This paper aims to introduce implicit measures and explain why, or for what purpose, they are worthwhile to consider; how these measures can be used; and when and where implicit measures merit the service researcher’s consideration. Design/methodology/approach To gain an understanding of how implicit measures could benefit service research, three promising implicit measures are discussed, namely, the implicit association test, the affect misattribution procedure and the propositional evaluation paradigm. More specifically, this paper delves into how implicit measures can support service research, focusing on three focal service topics, namely, technology, affective processes including customer experience and service employees. Findings This paper demonstrates how implicit measures can investigate paramount service-related subjects. Additionally, it provides essential methodological “need-to-knows” for assessing others’ work with implicit measures and/or for starting your own use of them. Originality/value This paper introduces when and why to consider integrating implicit measures in service research, along with a roadmap on how to get started.

Особенности изучения переживания чувства вины у осужденных в исправительном учреждении

This article presents the features of studying the experience of guilt in convicts in a correctional institution. The recognition of guilt by convicts is a special criterion for the correction of convicts. The article presents an empirical study conducted on the subject under study. Theoretical and methodological approaches studying guilt as a psychological characteristic are reflected, as well as the complexity of ongoing research on this topic has been noted more than once. Thus, researchers in the field of penitentiary sciences pay attention to the peculiarities of the experience of guilt by convicts in places of deprivation of liberty. The relevance of the study is confirmed by the low level of study of the phenomenon of guilt experience by convicts in a correctional institution. For an empirical study, the goal was defined: to study the characteristics of the experience of guilt in convicts held in places of deprivation of liberty. The object of the study is the feeling of guilt itself. The subject of the study was the peculiarities of the experience of guilt by convicts in a correctional institution. The hypothesis of the study was determined in such a way that the guilt of repeat offenders is less pronounced than that of those who committed a crime for the first time. The study sample consisted of 60 male convicts aged 30 to 60 years, who were divided into 2 experimental groups, taking into account the recurrence of crimes. Diagnostic tools have identified the following methods: the method "Measuring feelings of guilt and shame" (Test of Self-Conscious Affect - TOSCA) (Tangney J.P.) (J. P. Tangney) TOSCA and the test "Measuring maladaptive guilt" (IGQ), developed by American psychologists (O'Connor et al.) in adaptation of E. V. Korotkova. The conducted research allowed us to identify a number of patterns and features. According to the results of the study, some practical recommendations were given to employees of the psychological services of the correctional institution on the organization of preventive, educational and psychocorrective effects on the personality of convicts from their stay in the quarantine department. It is especially important to carry out appropriate work to train convicts of a correctional institution in socially acceptable communication skills, the adoption of an appropriate socially approved lifestyle that will help them adapt to later life after release and cope with the experience of guilt at the present moment.

Mindfulness, resilience and the happiness of service employees working from home

PurposeThe work-from-home scheme (WFH) is increasingly being adopted in service firms. However, the blurred border between employees’ work and life can create work–life conflict (WLC) that negatively affects their well-being. Therefore, identifying factors that help employees overcome WLC and nurture their well-being is imperative. From a transformative service research (TSR) and personal psychology perspective, this study aims to explore the roles of service employee state of mindfulness and resilience in reducing WLC, alleviating its negative effects and ultimately nurturing their happiness.Design/methodology/approachA structural model was proposed. Data were collected from 339 WFH employees in various knowledge-based services such as professional services, information, education and training, financial consulting and marketing. Direct, indirect, mediating and moderating effects were estimated using the CB-SEM method.FindingsMindfulness is the overarching capability that helps reduce WLC and raise resilience. It nurtures WFH employee happiness not only directly but also via the mediation of resilience and WLC. Resilience, on the other hand, mediates the effect of mindfulness on happiness and moderates the negative impact of WLC on happiness.Practical implicationsFirms are recommended to organize mindfulness and resilience training programs, and encourage organizational- and job-related facilitators. WFH employees should actively participate in such programs and add them to their to-do-list practices.Originality/valueTo the best of the authors’ knowledge, this study is among the first empirical studies of employee mindfulness and resilience in the WFH context. It contributes to the TSR research stream and enriches the concepts of mindfulness and resilience by elucidating different mechanisms in which each of these personal qualities operates to help employees nurture happiness in this specific working condition.

Evaluating the social welfare model of Vietnam: An introductory overview

The focus of this article is on the social welfare model of Vietnam in an evaluative manner, with the aim of introducing this system to researchers and academics. It is argued that the right to social welfare is a fundamental human right as prescribed by the United Nations and Article 34 of the Constitution of Vietnam. Against this backdrop, this article first provides an overview of the current social welfare model in Vietnam, with a particular focus on domestic legislation. Fundamentally, it is noted that this system is based on four pillars: employment, income, and poverty reduction; social insurance; social assistance for individuals in exceptionally difficult situations; and guaranteeing a minimum level of access to certain basic social services. Secondly, the article evaluates the ways in which the government plans to improve this system based on their outlook for 2021–2030. This is fashioned on five pillars, namely: 1) the labor market, employment and income, supply and demand, infrastructure and projections for the labor market, labor market data, and employment services; 2) social insurance, encompassing mandatory, supplemental, and elective plans; 3) social assistance, encompassing emergency and ongoing help as well as social care; 4) a social welfare floor with a “basket” of necessities; and 5) expert social work for social welfare. Finally, the article underlines the way forward for Vietnam to materialise the aim of ameliorating their social welfare system through human rights and sustainable development.