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Abstract
Purpose – This study aims to analyze the implementation of Tri Hita Karana, a traditional Balinese philosophy, in fostering trust and loyalty among multicultural consumers at CV Liss Jaya Construction in Bali. It explores how indigenous values can be integrated into business management within a diverse socio-cultural context.
Design/methodology/approach – A qualitative research design with a narrative approach was employed to capture the depth of construction service management practices in Bali. Data were gathered through in-depth interviews, field observations, and source triangulation involving key informants (business owners), family members, employees, and multicultural consumers. The data were then analyzed using inductive thematic analysis.
Findings – The results demonstrate that the Tri Hita Karana values are deeply internalized within the company’s business operations. The Parahyangan (harmony with God) dimension is manifested through spiritual practices and moral accountability. The Pawongan (harmony among people) dimension is realized through family-oriented leadership and transparent communication. Finally, the Palemahan (harmony with nature) dimension is reflected in environmental stewardship. The integration of these three pillars plays a vital role in building cross-cultural consumer trust, which subsequently evolves into relational loyalty and ensures the long-term sustainability of the construction business in Bali’s competitive market.
Originality/value – This research provides unique insights into "Indigenous Management," demonstrating how local wisdom can effectively bridge cultural gaps and serve as a strategic tool for relationship marketing in a globalized business environment.
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References
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References
Agung, A. A. P., & Suryana, I. K. (2020). Local wisdom in Balinese entrepreneurship: Cultural values in business practice. Journal of Business and Entrepreneurship, 12(3). https://doi.org/10.24052/jbe.v12i3.2020
Astawa, I. P., Sudana, I. M., & Sutapa, I. K. (2019). Tri Hita Karana and sustainable development in Bali. Ekuitas: Jurnal Ekonomi dan Keuangan, 23(1). https://doi.org/10.24843/equity.2019.v23.i01.p02
Atmadja, N. B. (2018). Kearifan lokal Bali dalam perspektif sosial budaya. Pustaka Larasan.
Avolio, B. J., & Gardner, W. L. (2005). Authentic leadership development: Getting to the root of positive forms of leadership. The Leadership Quarterly, 16(3), 315–338. https://doi.org/10.1016/j.leaqua.2005.03.001
Bennett, M. J. (2013). Towards ethnorelativism. Intercultural Press.
Berry, J. W. (1997). Immigration, acculturation, and adaptation. Applied Psychology: An International Review, 46(1), 5–68. https://doi.org/10.1111/j.1464-0597.1997.tb01087.x
Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101. https://doi.org/10.1191/1478088706qp063oa
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance. Journal of Marketing, 65(2), 81–93. https://doi.org/10.1509/jmkg.65.2.81.18255
Clandinin, D. J., & Connelly, F. M. (2000). Narrative inquiry: Experience and story in qualitative research. Jossey-Bass.
Creswell, J. W. (2014). Research design: Qualitative, quantitative, and mixed methods approaches (4th ed.). SAGE.
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113. https://doi.org/10.1177/0092070394222001
Elkington, J. (1998). Partnerships from cannibals with forks: The triple bottom line of 21st-century business. Environmental Quality Management, 8(1), 37–51. https://doi.org/10.1002/tqem.3310080106
Farh, J. L., & Cheng, B. S. (2000). A cultural analysis of paternalistic leadership in Chinese organizations. Management and Organization Review, 6(2), 1–24. https://doi.org/10.1023/A:1019961402522
Gronroos, C. (2007). Service management and marketing. John Wiley & Sons.
Gudykunst, W. B. (2003). Cross-cultural communication. Sage Publications.
Hofstede, G. (2013). Culture’s consequences: Comparing values, behaviors, institutions, and organizations across nations (2nd ed.). Sage.
Kotler, P., & Keller, K. L. (2015). Marketing management (15th ed.). Pearson.
Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic inquiry. Sage.
McCullough, M. E., & Willoughby, B. L. B. (2009). Religion, self-regulation, and self-control. Psychological Bulletin, 135(1), 69–93. https://doi.org/10.1037/a0014213
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709–734. https://doi.org/10.5465/amr.1995.9508080335
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. https://doi.org/10.1177/002224299405800302
Putnam, R. D. (2000). Bowling alone: The collapse and revival of American community. Simon & Schuster.
Rest, J. R. (2008). Moral development. Praeger.
Schein, E. H. (2010). Organizational culture and leadership (4th ed.). Jossey-Bass.
Triandis, H. C. (2015). Individualism and collectivism. Westview Press.
Zucker, L. G. (1986). Production of trust: Institutional sources of economic structure. American Sociological Review, 8(1), 53–111. https://doi.org/10.1086/22877