The Effect of Mindfulness-Based Intervention On Service Commitment of the Employees of Telecommunication Service Provider in Covid-19 Pandemic

Telecommunication service providers strive to remain committed to providing excellent service to customers in uncertain situations and changing drastically due to the COVID-19 pandemic. Mindfulness can be effective in teaching employees how to increase service commitment in pandemic situations. This research aims to determine the merits of mindfulness in the service context and before it is subjected to a controlled trial. We explored the possible effects of Don't Worry Be Intervention to increase the telecommunication service provider's service commitment in the telecommunication service provider in Jakarta, Indonesia. The intervention Don't Worry, Be Mindful was developed by the researchers for the Indonesian situation based on the concept of Mindfulness-Based Stress Reduction (MBSR). We explored its effect in an exploratory pre-post design with 30 experienced members from the employees of a telecommunication service provider in Jakarta, Indonesia. The results showed that the participant's service commitment increased significantly after the Don't Worry, Be Mindful intervention. Furthermore, each of the employees showed higher service commitment at the posttest than at the pretest. This outcome indicated that mindfulness-based intervention is a promising tool to increase the service commitment of employees of telecommunication service providers in the less developed part of South-East countries like Indonesia.