UNIVERSITAS AIRLANGGA



Detail Article

Jurnal Psikologi Industri dan Organisasi

ISSN 2301-7090

Vol. 1 / No. 3 / Published : 2012-12

Order : 3, and page :126 - 133

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Original Article :

The diffrencess between customer orientation based on self-monitoring level of call center operators in pt. serasi transportasi nusantara (o-renz taxi)

Author :

  1. Nita Ratnasari*1
  1. -

Abstract :

The purpose of this study was to know the differencess customer orientationbased on self-monitoring level of call center operators in PT. SerasiTransportasi Nusantara (O-renz Taxi). The first is customer orientation scalewhich is made by Brown, et al., (2002) and the scond is self-monitoring scalewhich is made by Snyder, et al., (1986) used in this research. The population ofthis study was 33 people. Than, data has analyzed with Independent T-Testwith SPSS v.16 for Windows. The results of hypothesis testing indicate thatthere is a difference between customer orientation based on self-monitoringlevel of call center in PT. Serasi Transportasi Nusantara (O-renz Taxi).Significance level of 0,011 is lower than 0.05, so the difference is statisticallysignificant. etasquared is 0,18890, which means the effects are large.

Keyword :

customer orientation, self-monitoring, call center,


References :

Brown, Tom J., John C. Mowen, D. Todd Donavan, & Jane W. Licata,(2002) The customer orientation of service workers: personality trait effects on self-and supervisor performance ratings - : Journal of Marketing Research, 39, 110-119

Chang, Ting-Yueh,(2006) Why Service Employee Exhibit Customer-Orientation Behavior - : Reaction and Toursm Management Southern Taiwan University of Technology, 1-15

Gangestad, W. Steven, & Snyder, Mark.,(2000) Self-Monitoring: Appraisal and Reappraisal - : Psychological Bulletin. Vol. 126, No. 4

Kilic, Ceyhan Dr., Dursun, Turkan Dr,(2007) Antecedents and Consequences of Customer Orientation: Do Individual Factors Affect Customer Orientation? - : The Bussiness Review, Cambridge Summer 2007; 7,1 ; ABI/INFORM Global

Kilic, Ceyhan Dr., Dursun,Turkan,(2009) An Empirical Investigation of Personality Antecedent and Performance Consequences of Customer Orientation. - : The Bussiness Review Cambridge, Vol. 13. No. 2, 1-7





Archive Article

Cover Media Content

Volume : 1 / No. : 3 / Pub. : 2012-12
  1. The Relationship Between Psychological Capital And Work Engagement Of Stay Overnight Installation Nurse In Menur Mental Health Hospital Surabaya
  2. The Diffrencess Between Customer Orientation Based On Self-monitoring Level Of Call Center Operators In Pt. Serasi Transportasi Nusantara (o-renz Taxi)
  3. The Impact Of Quality Of Work Life On Productivity To Employee Of Production
  4. Studi Eksploratori Brand Personality Deteksi Jawa Pos Menurut Deteksiholic
  5. Correlation Between Transformational Leadership Style With Employee Stress At The Pdam Surya Sembada Surabaya City
  6. Relationship Between Perceived Transformational Leadership And Employees’ Productive Behavior
  7. Job Stress Differences Seen From Work Shift In Nurses At Dr. Soetomo Hospital Surabaya
  8. Hubungan Antara Dukungan Sosial Dengan Penyesuaian Diri Masa Persiapan Pensiun Pada Karyawan Pt Pupuk Kaltim

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