How Mindfulness and Servant Leadership Affect Customer-Oriented Organizational Citizenship Behavior: Service Climate as Potential Mediator

Abstract

One aspect of competitive advantage that is now the main focus of the company is human resources. To improve the performance of organizations related to service excellence, it takes work behavior that exceeds the demands of work, namely Customer Oriented-Organizational Citizenship Behavior. This article is Proposal for Doctoral Colloquia that aims to prove the variables that influence Customer Oriented-Organizational Citizenship Behavior and obtain a model of the structural relationship between Mindfulness, Servant Leadership, Service Climate, and Customer Oriented-Organizational Citizenship Behavior. This study is explanatory survey research with a mixed-method approach. The participants of this study are the supervisor of railway transportation provider in Jakarta, Indonesia. The sampling technique is multistage sampling (a combination of cluster sampling and stratified sampling). The data will be collected by self-report surveys. The data will be analyzed by using Structural Equation Modelling with Lisrel 8.7 software. The results from this study will be proved and built a structural model of the effect of mindfulness and servant leadership on Customer Oriented-Organizational Citizenship Behavior through a service climate. The novelty of this study is the addition of contextual factors such as service climate as a mediator variable in testing the effect of mindfulness on workplace outcomes such as Customer Oriented-Organizational Citizenship Behavior and the influence of servant leadership on Customer Oriented-Organizational Citizenship Behavior, and the development of dispositional mindfulness instrument for Indonesian employees.

Implementasi Servant Leadership Dalam Organisasi: Pendekatan Systematic Literature Review

“…Gaya servant leadership telah ditemukan berhubungan positif dengan kepercayaan pada pemimpin, juga berhubungan positif dengan kepuasan kerja karyawan (Zargar et al, 2019). Servant leadership memiliki dampak yang positif bagi perilaku kewarganegaraan organisasi (Puswiartika, et al, 2019). Penelitian sebelumnya mendapatkan hasil bahwa servant leadership berhubungan positif dan berdampak baik terhadap OCB (Organizational Citizenship Behavior)mbawahan (Newman et al 2017).…”

“…Dalam penerapan servant leadership perlu adanya dasar rasa pada diri yaitu kasih sayang terhadap karyawannya dalam lingkungan organisasi sehingga bersedia memberikan perhatian penuh terhadap perkembangan karyawan. Penelitian sebelumnya menemukan bahwa para manajer dan supervisor instansi yang telah menerapkan gaya kepemimpinan melayani, mendapatkan hasil bahwa karyawan merasakan dampak gaya kepemimpinan dari para pemimpin terhadap semangat mereka untuk melayani pelanggan dalam tugas sehari-hari, (Puswiartika et al, 2019). Gaya kepemimpinan yang melayani memungkinkan para karyawan untuk menanamkan narasi motivasi mereka ke dalam diri mereka sehingga dapat berdampak pada upaya karyawan dalam memaknai kerja.…”