The Role of Service Excellence Training in Building Employees’ Prosocial Service Behavior in a Psychology Consulting Firm: A Case Study Approach

Digdaya Putra Bhayangkara; Andik Matulessy; Amanda Pasca Rini

doi:10.55927/fjas.v5i2.579

Authors

Digdaya Putra Bhayangkara Universitas 17 Agustus 1945 Surabaya
Andik Matulessy Universitas 17 Agustus 1945 Surabaya
Amanda Pasca Rini Universitas 17 Agustus 1945 Surabaya

DOI:

https://doi.org/10.55927/fjas.v5i2.579

Keywords:

Service Excellence, Psychology Consulting, Qualitative Case Study

Abstract

Service quality in psychology consulting organizations is highly dependent on employees’ behavior as the primary actors in interactions with service users. Problems identified at PT. M Psychology Consulting include complaints regarding unclear service instructions and ineffective interactions, despite a relatively high volume of service demand. This study aims to address the question of how service excellence training contributes to the development of employees’ prosocial service behavior. The study is grounded in prosocial behavior theory and the A3 (Attitude, Attention, Action) service excellence concept. A qualitative approach with a case study design was employed. Data were collected through in-depth interviews, observations, and documentation studies involving employees and management participating in service excellence training. The data were analyzed thematically.

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