PENGARUH BOUNDARY SYSTEM & DIAGNOSTIC CONTROL SYSTEM TERHADAP CUSTOMER-ORIENTED MEASURES MELALUI EMPLOYEE-ORIENTED MEASURES SEBAGAI VARIABEL INTERVENING

Jordi Layadi, Saarce Elsye Hatane

Abstract


This study aimed to examine the direct influence of boundary system to employee-oriented measures, boundary system to customer-oriented measures, diagnostic control system to employee-oriented measures, diagnostic control system to customer-oriented measures, boundary system and diagnostic control system on customer-oriented measures through employee-oriented measures as an intervening variable.
This study used a quantitative approach, and the data obtained by distributing questionnaires to public companies in Indonesia. Data were processed by using smartPLS software. This study showed that there was a positive relationship of boundary system to employee-oriented measures; positive relationship of boundary system to customer-oriented measures; positive relationship of diagnostic control system to employee-oriented measures; positive relationship of diagnostic control system to customer-oriented measures; and positive relationship of employee-oriented measures to  customer-oriented measures in public companies in Indonesia.

Keywords


Boundary System, Diagnostic Control System, Employee-oriented Measures, dan Customer-oriented Measures

Full Text:

PDF

Refbacks

  • There are currently no refbacks.