PENGARUH AUTHENTIC LEADERSHIP TERHADAP CUSTOMER-ORIENTED ORGANIZATIONAL CITIZENSHIP BEHAVIOR DAN SERVICE RECOVERY PERFORMANCE MELALUI JOB CRAFTING DAN HR FLEXIBILITY

THE EFFECT OF AUTHENTIC LEADERSHIP ON CUSTOMER-ORIENTED ORGANIZATIONAL CITIZENSHIP BEHAVIOR AND SERVICE RECOVERY PERFORMANCE THROUGH JOB CRAFTING AND HR FLEXIBILITY

Penelitian ini bertujuan untuk mengetahui dan menjelaskan pengaruh authentic leadership terhadap service recovery performance dan customer-oriented Organizational Citizenship Behavior (Co-OCB) melalui job crafting dan HR Flexibility pada PT. Telkom Indonesia di wilayah Surabaya. Penilitian ini merupakan penilitian kausalitas menggunakan pendekatan kuantitatif. Teknik pengambilan sampel menggunakan non probability sampling yaitu purposive sampling pada karyawan PT. Telkom Indonesia (Persero) Surabaya yang menggunakan analisis statistik Partial Least Square (PLS) dengan bantun software SmartPLS 3.0. Hasil penelitian ini menjelaskan bahwa authentic leadership tidak berpengaruh terhadap customer-oriented OCB dan service recovery performance. Customer-oriented OCB juga tidak berpengaruh dalam memediasi hubungan antara authentic leadership terhadap service recovery performance. Namun Job crafting terbukti memediasi hubungan antara authentic leadership terhadap customer-oriented OCB dan service recovery performance. HR flexibility tidak terbukti memoderasi hubungan antarar authentic leadership terhadap job crafting dengan tingkat fleksibilitas yang tinggi.

This study aims to determine and explain the effect of authentic leadership on service recovery performance and customer-oriented organizational citizenship behavior (Co-OCB) through job crafting and HR flexibility at telecommunication company, PT. Telkom Indonesia in Surabaya region. This research is a causality research with a quantitative approach. Non probability sampling used as purposive sampling on the employees of this company which uses statistical analysis Partial Least Square (PLS) with the help of SmartPLS 3.0 software. The result of this study explain that authentic leadership has no effect on customer-oriented OCB and service recovery performance. Then Co-OCB does not have any effect in mediating the relationship between authentic leadership and service recovery performance. However, job crafting has been shown to mediate the relationship between authentic leadership and Co-OCB as well as service recovery performance. HR flexibility is not proven in moderating the relationship between authentic leadership and job crafting in the context of high flexibility.