https://ojs.unr.ac.id/index.php/Equilibrium <p>The Journal of Management and Business Equilibrium (MBE) is an OPEN ACCESS JOURNAL with an electronic scientific journal that publishes the results of management and business studies. MBE is published regularly every 6 months in an online format. The MBE editors accept the results of written studies in economics, management, business, and entrepreneurship, both empirical and theoretical studies that are analyzed qualitatively and quantitatively and have never been and will not be published in other media. The incoming text will be evaluated and edited for uniformity of formats, terms, and other procedures following the prevailing environmental style for the Journal of Management and Business Equilibrium (MBE) of the Ngurah Rai University Denpasar's Faculty of Economics and Business Denpasar. Furthermore, the manuscript will be reviewed and analyzed by the Bestari Partner Board consisting of 6 State and Private Universities, and consists of 1 Professor and 9 Lecturers with Doctoral degrees and already has a Scopus ID. The Journal of Equilibrium Management and Business (MBE) is published and managed by the Faculty of Economics and Business, Ngurah Rai University, Denpasar.</p> Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Ngurah Rai en-US Jurnal Manajemen dan Bisnis Equilibrium 2443-3934 <p>This work is licensed under a <a href="http://creativecommons.org/licenses/by-sa/4.0/" rel="license">Creative Commons Attribution-ShareAlike 4.0 International License</a>.</p> https://ojs.unr.ac.id/index.php/Equilibrium/article/view/1368 <p>This study examines the influence of employee motivation and the non-physical work environment on frontline service performance at UC Silver Gold, a renowned jewellery store in Bali, highlighting their role in delivering superior customer experiences and maintaining competitive advantage. Using a census approach, all 60 employees were surveyed through structured questionnaires. The analyses included validity and reliability tests, classical assumption tests, multiple linear regression, determination analysis, and t-tests and F-tests to assess the significance of individual and combined variables, respectively. The findings reveal that employee motivation positively and significantly impacts frontline service performance; the non-physical work environment also has a positive and significant effect on frontline service performance; and both variables together create a robust influence on the quality of services delivered. These results underscore the need for organizations to prioritize communication, managerial support, and a supportive organizational climate to enhance service delivery and exceed customer expectations. This research contributes to the field of marketing by providing empirical evidence on the interplay between internal workplace dynamics and frontline service performance. By integrating employee motivation and environmental factors into service quality frameworks, the study highlights strategic pathways for improving customer satisfaction and strengthening competitive positioning in both local and global markets.</p> TJOKORDA GDE AGUNG WIJAYA KESUMA SURYAWAN Ni Kadek Merta Yani ##submission.copyrightStatement## http://creativecommons.org/licenses/by-sa/4.0 2025-03-31 2025-03-31 11 1 1 19 10.47329/jurnal_mbe.v11i1.1368