<p>Service failure is inevitable, leading to the provision of a recovery method by companies to overcome customer mistrust, that creates certain emotions. This research, therefore, aims to examine the indirect effect of customer emotion on trust and service recovery mediated by satisfaction. Data were obtained from 104 participants that read the vignette on service failure and recovery. This study used the data analysis of Process Hayes to measure the role of mediation. The result showed that customer satisfaction moderated the indirect effect between emotion and trust after service failure. In addition, cognitive appraisal theory supports the interactional and procedural process used to provide positive judgment. The implication of this study is useful for companies to minimize the possibility of service failure and provide recovery in order to maintain customer trust.</p>

The service provider could not totally guarantee the service process without any failure at all. This study aims to measure the influence of service recovery strategy towards customer forgiveness and negative word-of-mouth (WOM) as the effect of service failure. The service recovery strategy is performed in three types of vignette: apology, compensation, and apology-compensation. Vignette was given to 94 participants who have encountered service of airline. The result of ANOVA shows that apology compensation achieves the highest score relates to forgiveness. The interesting result of this study shows that even the customers forgive the service provider due to the service failure they did, this cannot diminish the intention of negative WOM. This study offers an implication to the company in order to pay attention regarding the compensation and the spread of negative WOM to the other customers

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Xsia21.xSIA.app was a digital archive system that simplified the lecturer in conducting, verifying and analysing the test result. The paperless method aimed to facilitate the participants to perform an examination without paper and pencil and for the lecturer to check the result as well. The participants in this study were 35 students. Participants filled four kinds of online assessment are questionare of paperless method, questionare of interview subject scale, true false test and multiple choice test. Test analysis used descriptive technique in xSIA web. The result of this study showed that positive responses enabled the participants show their positive emotion, share their opinion each other, receive the new experiences and represent their high interest. In addition, online test provided time efficiency and attractive design. The result of online test illustrated high score for most participants and proved that online test in Interview Subject offer a lot of advantages, either for students or lecturer.

Nowadays, the organization can be called a boundaryless organization, as moving from one organization to another and from one place to another is inevitable. In this regard, understanding the condition and characteristics of a society and culture is a must for a leader. A leader, especially a change leader, has to understand the culture, as he or she has to influence subordinates to follow the organization's objectives, without employees' commitment and support, the organizational change will be hard to achieve. Meanwhile, Indonesia consists of thousands of islands with various ethnics and cultures, making Indonesia a very diverse country, which then makes a leader should have an understanding of the characteristics of the people in the organization. The ethnic of Bugis-Makassar is the majority of the ethnic who stay in Makassar city. This study uses a qualitative approach with FGD as the tool in data collection. The number of participants is 30. The results show that the majority of the participants prefer to have a leader with the role of Coach compared with the other two roles. This result is expected to have contributed to the change leader that will be assigned in the organization with the majority of people from Bugis-Makassar.

This experimental study aimed to examine the effect of emotional labor strategy towards the negative WOM mediated by customer satisfaction. Research of emotional labor context has widely examined its impacts on service employees. The limitations in several studies proved that the opportunity in the indirect effect of emotional labor strategy on negative word of mouth (WOM) is still available. Sixty-two participants were involved in this study and divided into two groups (deep acting versus surface acting) by using videos. PROCESS model moderation proved that emotional labor strategy indirectly affects the negative WOM, mediated by customer satisfaction. This study showed that deep acting strategy can enhance customer satisfaction, therefore the negative WOM can be diminished. In contrast, surface acting strategy affects the decrease of customer satisfaction and thus it can raise the intention of the negative WOM. Emotion modification would be more effective through the deep acting strategy in transmitting the positive emotion for the customer, than modification the expression. The satisfaction felt by the customer will decrease the intention to spread negative information about the service provider to other customers.

Background: Emotional labor strategies are necessary for nurses to provide nursing care for society through friendliness, caring, and positive emotion. The results of a meta-analysis of emotional labor research have proven that previous studies focused more on the impact of deep and surface acting strategies only at the individual level of the nurses. This study emphasizes the impact of emotional labor strategies at the individual and organizational levels.Purpose: The study aimed to measure the effect of emotional labor strategy (surface and deep acting strategy) toward nursing professionalism mediated by organizational culture.Methods: This research design is a quantitative survey. The respondents were 124 hospital nurses recruited by accidental sampling technique. The instrument in this study used emotional labor, organizational culture, and nursing professionalism scale. The mediation model technique by Hayes’s PROCESS was used to analyse the data.Results: The result showed an indirect effect of the role of organizational culture in mediating deep acting strategy toward nursing professionalism (b=0.03, 95% CI [-0.00–0.94]). Nurses who displayed deep acting strategies to their patients indirectly affected professionalism through the mediation of organizational culture. However, the surface acting strategies did not show a significant effect on nursing professionalism (b=-0.02, 95% CI [-0.05–0.00]) .Conclusion: Deep acting strategies indirectly affect nursing professionalism through organizational culture as a mediation variable compared to surface acting strategies. This study supports the control theory that emotional strategies implemented by nurses as organizational culture are a comparator to engage in nurse professionalism to provide healthcare. The deep acting strategies through organizational culture are essentially recommended for nurses in the hospital to improve their professionalism.

Abstrak. Era revoulusi industri 4.0 memberikan banyak tantangan kepada masyarakat  termasuk para pendidik terutama dosen agar mampu menyesuaikan proses pembelajaran dengan perkembangan teknologi informasi dan komunikasi. Metode pembelajaran monoton dengan hanya menggunakan power point biasa memiliki beberapa keterbatasan, yaitu proses pembelajaran menjadi membosankan dan dosen sulit mempertahankan perhatian mahasiswa. Dosen memerlukan strategi yang tepat dengan memanfaatkan hasil teknologi agar dapat mengembalikan suasana pembelajaran interaktif bagi mahasiswa. Penyesuaian strategi pembelajaran interaktif dan era revolusi industri 4.0 merupakan elemen penting dalam proses pembelajaran efektif, sehingga layanan aplikasi hasil teknologi yang mendukung attractive learning strategy perlu diketahui. Tujuan Program Kemitraan Masyarakat (PKM) ini adalah untuk memberikan pengetahuan dan mengembangkan keterampilan peserta untuk menerapkan attractive learning strategy dalam proses pembelajaran. Peserta yang mengikuti kegiatan PKM ini merupakan dosen Fakultas Agama Islam di Universitas Muhammadiyah Makassar dari berbagai prodi/jurusan berjumlah 25 orang. Metode yang digunakan dalam kegiatan pelatihan attractive learning strategy adalah ceramah, focus group discussion, simulasi, dan praktik langsung oleh peserta. Evaluasi dilakukan diakhir kegiatan agar mengetahui efisiensi pelatihan attractive learning strategy yang telah dilakukan.  Hasil dari evaluasi pelatihan menunjukkan bahwa 92% peserta mengakui memperoleh pengetahuan dan memiliki keterampilan baru dalam menerapkan attractive learning strategy serta 64% mitra berharap akan diadakan kegiatan serupa selanjutnya. Kata kunci: Attractive Learning, Dosen, Teknologi