Value Creation on CRM: Evidence of Employee Competence in Bird’s Group Serviced Apartments in Indonesia
Abstract
With the fast-pace growth on apartment buildings in major cities in Indonesia, it is interesting to investigate the underlying reasons behind such high growth rates. Relying on the perspective of employee competence and prevailing activities on customer relationship management (CRM), this study intends to investigate the degree on influential factors toward organizational value creation for Bird Group, as the owner/manager of a few service apartments in the city of Bandung, in the province of Jawa Barat, Indonesia. It has become a public knowledge that any potential improvements on employee competence should generally impact the employee performance in carrying their tasks and responsibilities. Improvements on employee performance are expected to bring about enhancements on the combinations of CRM activities. The betterment in CRM activities may likely inspire public to step-up their buying intentions (BI) toward products/services. This may be true as the general level of customer satisfaction has increased. Undoubtedly, the higher BI is expected to push-up the organizational value creation. Having said that, it is uncertain whether or not such relationships do occur among those chosen variables in this study. This study relies on a quantitative approach to objectively evaluate empirical evidence. Since there are countless theoretical discussions on competence and the needs for employee training/development, this study seeks to investigate the actual significant influence of employee competence toward CRM activities, BI, customer satisfaction and organizational value creation. It is expected that the relationships among variables are positive and significant. In addition to the quantitative approach, a qualitative method is also utilized to extract managerial insights on the relationships among variables/indicators. Keywords: employee competence, CRM, customer satisfaction, buying intention, organizational value creationDownloads
Copyright Notice
Authors should not withdraw their submitted papers because the withdrawal wastes voluntary works devoted by an associate editor and reviewers. But, we accept the withdrawal of a submitted paper if authors have unavoidable reasons. In the event that a manuscript is to be withdrawn from submission to Sampurasun Journal, a letter must be sent to the editorial office requesting withdrawal by e-mail (sampurasunjournal@unpas.ac.id) with its scanned PDF file, before the notification of acceptance for publication.
The withdraw request letter must include the following information. Paper ID, Paper title, Authors names, Reason why the paper must be withdrawn, and Date and signatures of all the authors (or signature of the contact author).
If only the contact author signs the letter, he/she must obtain the agreement of the withdrawal from all the other authors and the letter must include the description that all the other authors agreed the withdrawal. The journal will not withdraw a manuscript from peer review until such a letter has been received. Authors must not assume their manuscript has been withdrawn until they have received appropriate notification from the editorial office. Withdrawal of a manuscript subsequent to acceptance for publication will only be granted in the most exceptional of circumstances.
After the paper is accepted for publication, the withdrawal is not permitted in principle. The authors must always pay the charge even if the withdrawal is permitted. Any request of withdrawal that does not follow the above procedure is treated as invalid. If illegal submission, e.g., plagiarized or duplicate submission, is found for a paper, the withdrawal of the paper will never be permitted and the authors will be punished based on the rule. It is not acceptable practice to withdraw a manuscript in the event of acceptance at another journal. This constitutes dual submission. The editorial office of the other journal will be notified of your actions. In such circumstances Sampurasun ISCH may chose to impose appropriate punitive action subject.
Withdrawal Penalty
Author is not allowed to withdraw submitted manuscripts, because the withdrawal is waste of valuable resources that editors and referees spent a great deal of time processing submitted manuscript, money and works invested by the publisher. If author still requests withdrawal of his/her manuscript when the manuscript is still in the peer-reviewing process, author will be punished with paying $200 per manuscript, as withdrawal penalty to the publisher. However, it is unethical to withdraw a submitted manuscript from one journal if accepted by another journal. The withdrawal of manuscript after the manuscript is accepted for publication, author will be punished by paying US$500 per manuscript. Withdrawal of manuscript is only allowed after withdrawal penalty has been fully paid to the Publisher. If author don't agree to pay the penalty, the author and his/her affiliation will be blacklisted for publication in this journal. Even, his/her previously published articles will be removed from our online system.
