Profesionalisme karyawan front-line service pada bank daerah

Abstract

This study draws on the literature on the employment relationship triangle in the service industry, as well as debates on contemporary forms of professionalism, to explore the diverse uses of the concept of professionalism in banking firms. Methodologically, this is a single case study based on semi-structured interviews and company documents. The results show how in the companies studied, the notion of professionalism is used both by individual employees and, at a collective level, to advance the interests of front-line service employees and customers vis-a-vis management. In addition, instead of a single concept, several concepts of professionalism run side by side within the company