Influence of Job Characteristics Affecting the Service Performance of Salespeople in Retail Business: Mediating Role of Meaningful Work
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Abstract
The purposes of this research are as follows: (1) the influence of job characteristics affecting the service performance of salespeople in the retail business; and the (2) the mediation role of meaningful work. The research methodology was conducted by Qualitative Research Methods with the 213 questionnaires in response to salespeople in retail business. It was analyzed using a Structural Equation Modelling program (SEM). Which showed that the model was consistent with the empirical data, and the calculated indices provided good model fit (Chi-Square = 35.48, df = 34, Chi-Square/df = 1.04, P-Value = 0.39, RMSEA = 0.01, CFI = 0.99, TLI = 0.99, SRMR = 0.02) and all variables in the model were accounted for in 57.90%. Job characteristics had a positive indirect effect with statistically significant on service performance through meaningful work in the form of mediator (ฺB= 0.46, p < .05) and meaningful work had a positive effect with statistically significant on service performance (B= 0.76, p < .05) and job characteristics had a positive effect with a statistically significant effect on meaningful work (B= 0.61, p < .05). The results of this research showed that the job characteristics and meaningful work were key factors in the service performance process of employees. Therefore, organizations can use the results for job design, training or giving lectures to enhance knowledge and promote employee awareness. The recognition of the importance of the job may help to improve the service performance of the salespeople.
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