PENGARUH HUMBLE LEADERSHIP PADA SERVICE RECOVERY PERFORMANCE YANG DIMEDIASI OLEH PSYCHOLOGICAL EMPOWERMENT DAN EMPLOYEE ENGAGEMENT: PERAN MODERASI PROACTIVE PERSONALITY (STUDI PADA KARYAWAN PT SUMBER ALAM EXPRESS KUTOARJO)

Oleh :
Faizah Humaira Balqis - F0222060 - Fak. Ekonomi dan Bisnis

This study aims to examine the effect of Humble Leadership on Service Recovery Performance with Psychological Empowerment and Employee Engagement as mediating variables, and Proactive Personality as a moderating variable among employees of PT Sumber Alam Express Kutoarjo . This study employed a quantitative approach with a cross-sectional design and a survey method involving 210 frontline employee respondents, and analyzed the data using Partial Least Square Structural Equation Modeling (PLS-SEM). The results indicate that Humble Leadership has a positive and significant effect on Service Recovery Performance both directly and indirectly through Psychological Empowerment and Employee Engagement, both of which are proven as significant mediators. Meanwhile, Proactive Personality failed to moderate the influence of Humble Leadership on either mediating variable, nor is indirect effect in Service Recovery Performance, suggesting that humble leadership operates inclusively and effectively across all employee personality types without requiring any specific personality trait as a reinforcing condition.