• News Archive
  • Simaster
  • Webmail
  • Directory
  •  English
    • Indonesia
Universitas Gadjah Mada Universitas Gadjah Mada Universitas Gadjah Mada Universitas Gadjah Mada
  • Education
    • Doctoral dissertation
    • Inauguration of Professor
    • Graduation
  • Achievement
  • Research and Innovation
    • Research
    • Innovation
  • Campus Info
    • Cooperation
    • Seminar and Workshop
    • Student Community Service Program
    • Other
  • News Report
  • Home
  • Doctoral dissertation
  • Procedural Fairness Climate Influences Hotel Staff Behaviour

Procedural Fairness Climate Influences Hotel Staff Behaviour

  • 06 September 2016, 11:37 WIB
  • By: Marwati
  • 1802
  • PDF Version
Iklim Keadilan Prosedural Organisasi Pengaruhi Perilaku Karyawan

Services companies are demanded to maintain service-oriented organisational behaviour of their staff to support optimisation of company performance, including for  hotel industry. This behaviour directs staff to be loyal and have active participation whilst giving maximum services.

“The organisational behaviour that is service oriented of the staff would build a communication bridge between the organisation and customers,” said Heru Kristanto, lecturer in Business from Universitas Kristen Duta Wacana on Monday (5/9) during his doctoral promotion at Faculty of Economics and Business UGM.

Heru said the organisational behaviour that orientates towards services also represents the organisation to customers as reflected in the benefits of such behaviour to staff, customers, and organisation. His research on 425 staff on the front lines from 56 non-starred and starred hotels in Yogyakarta revealed that the service-oriented organisational behaviour is very much influenced by procedural fairness climate.  

“Such influence happens directly or through mediation of perceived organisational behaviour and exchange between leaders and members,” he said.

Other findings are: staff that tend to perceive fairness from direct supervisors are based more on work procedures rather than on emotional closeness. This condition is caused by the phenomena of outsourcing and freelance staff amidst the tight hotel competition. Outsourcing staff tend to perceive relations with direct supervisors as a form of work contract. Emotional relations tend to be with supervisors in outsourcing companies.

“Outsourcing staff having excessive organisational behaviour is due to fears of losing their jobs instead of good treatment from supervisors,” said Heru.

He saw that outsourcing staff need adequate induction on work climate and culture of hotel to create harmony while giving services to customers. This is important to do because there is a difference in work culture between the outsourcing companies and the hotel where they work.

Related News

  • Important, Leader Role In Maintaining Identity Groups

    Tuesday,06 December 2011 - 15:22
  • Premeditated Behaviour Theory and Social Cognitive Theory Can Predict Individual Intention and Behaviour

    Tuesday,21 August 2018 - 9:03
  • Dr. Sudibyakto: Coastal Areas Most Vulnerable Due to Climate Change

    Friday,05 February 2010 - 14:30
  • UGM Expert: Understand Climate Change Issues Correctly

    Tuesday,27 September 2011 - 10:42
  • Moral Norms Significantly Form Consumer Intention and Behaviour

    Friday,22 December 2017 - 16:38

News Releases

  • Agricultural Engineering Students Grab Medals at 2022 AE-ARC 20 May 2022
    UGM Agricultural Engineering students won four medals and
    Salma
  • UGM Students Win International Chess Tournament 19 May 2022
    UGM representatives have been named winners at the 25th GA
    Salma
  • UGM Researchers Breed New Black Soybean Cultivar 17 May 2022
    A team of researchers at the UGM Faculty of Agriculture is
    Salma
  • UGM Inaugurates New Professor of Chemical Engineering 13 May 2022
    Universitas Gadjah Mada (UGM) celebrated the promotion of
    Salma
  • UGM Among World’s 10 Best Universities to Deliver SDG 1 10 May 2022
    Universitas Gadjah Mada (UGM) was ranked in the top 10 glo
    Salma

Info

  • Install Fest Windows
    29 September 2017
  • Streaming Author Workshop Writing and Publishing
    14 July 2017
  • Hokkaido University Short Term Exchange Program HUSTEP
    08 January 2016
  • 2016 Amgen Scholars Program in Japan
    08 January 2016
  • Jardine Foundation Scholarship for Postgraduate Studies at University of Oxford and University of Cambridge
    01 July 2015

Event

  • 30May International Academic Conference on Tourism (INTACT) 2022 ...
  • 21Jul The International Conference on Sustainable Environment, Agriculture, and Tourism (ICOSEAT)...
  • 07Sep The 8th International Conference on Science and Technology (ICST 2022)...
Universitas Gadjah Mada
UNIVERSITAS GADJAH MADA
Bulaksumur Yogyakarta 55281
   info@ugm.ac.id
   +62 (274) 588688
   +62 (274) 565223
   +62 811 2869 988

PARTNERSHIP

  • Alumni
  • International Affairs

ABOUT UGM

  • Rector's Welcome
  • History
  • Vission and Mission
  • The Board of Executive
  • Management

VISIT UGM

  • Campus Map
  • Event

REGISTRATION

  • Undergraduate
  • Graduate
  • Vocational School
  • Professional Program
  • International Program

© 2022 Universitas Gadjah Mada

PRIVACY POLICYCONTACT