The Effect of Employee Well-Being on Customer Service Job Performance

Abstract

The Covid-19 pandemic has altered the way the industry operates, including customer service.As one of the determinants of customer satisfaction, customer service also became a critical key indicator for Indonesian online marketplaces.The purpose of the study is to investigate the impact of employee wellbeing on job performance and the mediation role of the promotive voice.Data gathered from 256 employees from various Indonesian online marketplaces was tested using structural equation modelling (SEM).The results indicate psychological well-being significantly affect job performance, while physical well-being and social well-being do not significantly affect job performance.In addition, complementary mediation found out from the promotive voice on the effect of psychological well-being on job performance.

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