Abstract: The purpose of this study is to examine the possible
link between employee and customer satisfaction. The service
provided by employees, help to build a good relationship with
customers and can help at increasing their loyalty. Published data for
job satisfaction and indicators of customer services of banks were
gathered from relevant published works which included data from
five different countries. The scores of customers and employees
satisfaction of the different published works were transformed and
normalized to the scale of 1 to 100. The data were analyzed and a
regression analysis of the two parameters was used to describe the
link between employee’s satisfaction and customer’s satisfaction.
Assuming that employee satisfaction has a significant influence on
customer’s service and the resulting customer satisfaction, the
reviewed data indicate that employee’s satisfaction contributes
significantly on the level of customer satisfaction in the Banking
sector. There was a significant correlation between the two
parameters (Pearson correlation R2=0.52 P
Abstract: The globalization of markets, the need to develop
competitive advantages and core competencies, among other things,
lead organizations to increasingly cross borders to operate in other
countries. The expatriation of professionals who go to work in
another country besides their own becomes increasingly common. In
order to generate data about this issue, research was conducted
concerning the perception of expatriate employees concerning
expatriation success. The research method used was case study
through a qualitative approach. This research was done through
interviews with five India expatriates and five China expatriates,
interview with expatriate department heads and analysis of company
documents. It was found that there are differences between the
organizational perception and perception of expatriates of what
constitutes mission success. The paper also provides suggestions for
further research and suggestions for future expatriates.
Abstract: Cloud computing has provided the impetus for change
in the demand, sourcing, and consumption of IT-enabled services.
The technology developed from an emerging trend towards a ‘musthave’.
Many organizations harnessed on the quick-wins of cloud
computing within the last five years but nowadays reach a plateau
when it comes to sustainable savings and performance. This study
aims to investigate what is needed from an organizational perspective
to make cloud computing a sustainable success. The study was
carried out in Germany among senior IT professionals, both in
management and delivery positions. Our research shows that IT
executives must be prepared to realign their IT workforce to sustain
the advantage of cloud computing for today and the near future.
While new roles will undoubtedly emerge, roles alone cannot ensure
the success of cloud deployments. What is needed is a change in the
IT workforce’s business behaviour, or put more simply, the ways in
which the IT personnel works. It gives clear guidance on which
dimensions of an employees’ working behaviour need to be adapted.
The practical implications are drawn from a series of semi-structured
interviews, resulting in a high-level workforce enablement plan.
Lastly, it elaborates on tools and gives clear guidance on which
pitfalls might arise along the proposed workforce enablement
process.
Abstract: The purpose of this paper is to evaluate the positive
impact of SHRM practices and transformational leadership style on
employees job satisfaction and to develop a conceptual understanding
of the moderating role of transformational leadership between the
relationship of SHRM practices and employees job satisfaction. This
study focuses on four SHRM practices that have positive relationship
with employee’s job satisfaction.
Abstract: This paper is drawn from a wider study of the
management of gender, age and disability diversity in the banking
sector in the Kingdom of Saudi Arabia (KSA), which aims to develop
a framework for diversity management (DM) in this sector. The
paper focuses on the management of disability diversity. The purpose
of the paper is to assist in understanding disability DM in the banking
sector in KSA and to make suggestions for its enhancement. Hence, it
contributes to filling a research gap, as there is a dearth of literature
on disability DM, in KSA in general, and in the banking sector
specifically.
Discrimination against people with disabilities is a social issue that
has not been entirely overcome in any society. However, in KSA,
Islam informs almost every aspect of daily life including work, and
Islam is against discrimination. Hence, in KSA, there are regulations
to accommodate people with disabilities; however, employers are still
free not to hire job applicants with disabilities specifically because of
their condition. Indeed, disabled people are almost entirely absent
from the labour market.
There are 12 Saudi-owned or part-Saudi-owned banks in KSA and
two managers from each of these were interviewed, making a total of
24. The interviews aimed to investigate empirically the understanding
of managers in the banking sector in KSA of diversity management,
including disability DM, in the banking sector. The interview data
were analysed using thematic analysis. Two interviewees stated that
banks used the employment of people with disabilities to enhance
their corporate image, while five expressed the opinion that disabled
employees could contribute to the bank provided they did not have to
deal with customers face-to-face. Nine of the interviewees perceived
that disabled employees could be of value to the bank for their own
sake, not only in ‘behind the scenes’ roles. Another two interviewees
mentioned that employing disabled people could be part of the bank’s
community service programme and one thought it would be part of
the bank’s Saudisation efforts. The remaining five interviewees did
not know how disabled people could contribute to the bank.
The findings show that disability DM in the banking sector in
KSA is a relatively new concept, and is not yet well understood. In
the light of the findings, in order to achieve the purpose of the paper,
the following suggestions were made for the enhancement of
disability DM in the banking sector in KSA. A change in attitudes
towards disabled people is necessary. Such a change in the workplace
can only be achieved if a top-down approach is taken to the
integration of disabled people. Hence, it is suggested that
management and employees follow a course in disability awareness.
Further, a diversity officer in the HR department could enhance the
integration of disabled people into the banking workforce. It is also
suggested that greater government support is required through closely
monitored and enforced anti-discrimination legislation. Moreover,
flexible working arrangements such as part-time work would
facilitate the employment of disabled people and benefit other groups
of employees.
Abstract: Thanks to informational technologies development
every sphere of economics is becoming more and more datacentralized
as people are generating huge datasets containing
information on any aspect of their life. Applying research of such
data to human resources management allows getting scarce statistics
on labor market state including salary expectations and potential
employees’ typical career behavior, and this information can become
a reliable basis for management decisions.
The following article presents results of career behavior research
based on freely accessible resume data. Information used for study is
much wider than one usually uses in human resources surveys. That
is why there is enough data for statistically significant results even
for subgroups analysis.
Abstract: Caused by shorter product life cycles and higher
product variety the importance of production ramp ups is increasing.
Even though companies are aware of that fact, up to 40% of the ramp
up projects still miss technical and economical requirements. The
success of a ramp up depends on the planning of human factors,
organizational aspects and technological solutions. Since only partly
considered in scientific literature, this paper lays its focus on the
human factor during production ramp up. There are only incoherent
methods which address the problems in this area. A systematic and
holistic method to improve the capabilities of the employees during
ramp up is missing. The Harada Method is a relatively young
approach for developing highly-skilled workers. It consists of
different worksheets which help employees to set guidelines and
reach overall objectives. This approach is going to be transferred into
a tool for ramp up management.
Abstract: This paper presents an anthropometric study
conducted to 300 employees in a maquiladora industry that belongs
to the cluster of medical products as part of a research project to
pretend simulate workplace conditions under which operators
conduct their activities. This project is relevant because traditionally
performed a study to design ergonomic workspaces according to
anthropometric profile of users, however, this paper demonstrates the
importance of making decisions when the infrastructure cannot be
adapted for economic whichever put emphasis on user activity.
Abstract: This study aims to examine the role of career
advancement and job security as predictors of employee commitment
to their organization. Data was collected from 580 frontline
employees attached to two departments of 29 luxury hotels in
Peninsular Malaysia. Statistical results using Partial Least Squares
technique provided support for the proposed hypotheses. In view of
the findings, theoretical and practical implications are discussed.
Abstract: As a developing country, The Kingdom of Saudi Arabia (KSA) needs to make the best possible use of its workforce for social and economic reasons. The workforce is diverse, calling for appropriate diversity management (DM). The thesis focuses on the banking sector in KSA. To date, there have been no studies on DM in the banking sector in this country. Many organizations have introduced specific policies and programmes to improve the recruitment, inclusion, promotion, and retention of diverse employees, in addition to the legal requirements existing in many countries. However, Western-centric models of DM may not be applicable, at least not in their entirety, in other regions.
The aim of the study is to devise a framework for understanding gender, age and disability DM in the banking sector in KSA in order to enhance DM in this sector. A sample of 24 managers, 2 from each of the 12 banks, was interviewed to obtain their views on DM in the banking sector in KSA. Thematic analysis was used to analyze the data. These themes were used to develop the questionnaire, which was administered to 10 managers in each of the 12 banks. After analysis of these data, and completion of the study, the research will make a theoretical contribution to the knowledge on DM and a practical contribution to the management of diversity in Saudi banks. This paper concerns a work in progress.
Abstract: According to the scientific information management literature, the improper use of information technology (e.g. personal computers) by employees are one main cause for operational and information security loss events. Therefore, organizations implement information security awareness programs to increase employees’ awareness to further prevention of loss events. However, in many cases these information security awareness programs consist of conventional delivery methods like posters, leaflets, or internal messages to make employees aware of information security policies. We assume that a viral information security awareness video might be more effective medium than conventional methods commonly used by organizations. The purpose of this research is to develop a viral video artifact to improve employee security behavior concerning information technology.
Abstract: Libyan industrial companies face many challenges in today's competitive market. Quality management culture approaches is one of these challenges which may furnish the road to the Libyan industrial companies to effectively empower their employees and improve their ability to respond to the international competition. The primary objective of this paper is to design a practical approach to guide Libyan industrial companies toward successful quality culture implementation.
Abstract: This research paper aimed to find out how was the ethical climate in an organization and job performance satisfaction of employees affected employees’ engagement and commitment by using the case study of PTT Exploration and Production Public Company Limited, Thailand. The population of this research was 4,383 Thai employees of PTTEP, Thailand. From a total of 420 questionnaires sent out, 345 respondents replied. The statistics utilized was mean score and Multiple Regression Analysis. The findings revealed that the respondents had opinion towards ethical climate of their organization, job performance satisfaction and organization engagement and commitment at a high level. The test of hypothesis disclosed the determinant attributes of job performance satisfaction that affected the respondents’ overall level of organization engagement and commitment. The set of these determinant attributes consisted of employees’ responsibilities for duties, organization’s policies and practice, relationship with organization’s commanders, work security and stability, job description, career path and relationship with colleagues. These variables were able to predict the employees’ organization engagement and commitment at 50.6 percent.
Abstract: The objectives of this project are to study on the work
efficiency of the employees, sorted by their profiles, and to study on
the relation between job attributes and work efficiency of employees
of Suan Sunandha Rajabhat University. The samples used for this
study are 292 employees. The statistics used in this study are
frequencies, standard deviations, One-way ANOVA and Pearson’s
correlation coefficient. Majority of respondent were male with an
undergraduate degree, married and lives together. The average age of
respondents was between 31-41 years old, married and the
educational background are higher than bachelor’s degree. The job
attribute is correlated to the work efficiency with the statistical
significance level of.o1. This concurs with the predetermined
hypothesis. The correlation between the two main factors is in the
moderate level. All the categories of job attributes such as the variety
of skills, job clarity, job importance, freedom to do work are
considered separately.
Abstract: The aims of this research are to broaden the study on the relationship between emotional intelligence and counterproductive work behavior (CWB). The study sample consisted in 441 Romanian employees from companies all over the country. Data has been collected through web surveys and processed with SPSS. The results indicated an average correlation between the two constructs and their sub variables, employees with a high level of emotional intelligence tend to be less aggressive. In addition, labeling was considered an individual difference which has the power to influence the level of employee aggression. A regression model was used to underline the importance of emotional intelligence together with labeling as predictors of CWB. Results have shown that this regression model enforces the assumption that labeling and emotional intelligence, taken together, predict CWB. Employees, who label themselves as victims and have a low degree of emotional intelligence, have a higher level of CWB.
Abstract: Biopharmaceuticals manufacturing is one of the major economic activities worldwide. Ninety-three percent of the workforce in a biomanufacturing environment concentrates in production-related areas. As a result, strategic collaborations between industry and academia are crucial to ensure the availability of knowledgeable workforce needed in an economic region to become competitive in biomanufacturing. In the past decade, our institution has been a key strategic partner with multinational biotechnology companies in supplying science and engineering graduates in the field of industrial biotechnology. Initiatives addressing all levels of the educational pipeline, from K-12 to college to continued education for company employees have been established along a ten-year span. The Amgen BioTalents Program was designed to provide undergraduate science and engineering students with training in biomanufacturing. The areas targeted by this educational program enhance their academic development, since these topics are not part of their traditional science and engineering curricula. The educational curriculum involved the process of producing a biomolecule from the genetic engineering of cells to the production of an especially targeted polypeptide, protein expression and purification, to quality control, and validation. This paper will report and describe the implementation details and outcomes of the first sessions of the program.
Abstract: This survey research aims to study the standard of service quality of food and beverage service staffs in hotel business by studying the service standard of three sample hotels, Siam Kempinski Hotel Bangkok, Four Seasons Resort Chiang Mai, and Banyan Tree Phuket. In order to find the international service standard of food and beverage service, triangular research, i.e. quantitative, qualitative, and survey were employed. In this research, questionnaires and in-depth interview were used for getting the information on the sequences and method of services. There were three parts of modified questionnaires to measure service quality and guest’s satisfaction including service facilities, attentiveness, responsibility, reliability, and circumspection. This study used sample random sampling to derive subjects with the return rate of the questionnaires was 70% or 280. Data were analyzed by SPSS to find arithmetic mean, SD, percentage, and comparison by t-test and One-way ANOVA. The results revealed that the service quality of the three hotels were in the international level which could create high satisfaction to the international customers. Recommendations for research implementations were to maintain the area of good service quality, and to improve some dimensions of service quality such as reliability. Training in service standard, product knowledge, and new technology for employees should be provided. Furthermore, in order to develop the service quality of the industry, training collaboration between hotel organization and educational institutions in food and beverage service should be considered.
Abstract: The measurement of enterprise-university-research
cooperative efficiency has important meanings in improving the
cooperative efficiency, strengthening the effective integration of
regional resource, enhancing the ability of regional innovation and
promoting the development of regional economy. The paper
constructs the DEA method and DEA-Malmquist productivity index
method to research the cooperation efficiency of Hubei by making
comparisons with other provinces in China. The study found out the
index of technology efficiency is 0.52 and the enterprise-universityresearch
cooperative efficiency is Non-DEA efficient. To realize the
DEA efficiency of Hubei province, the amount of 1652.596 R&D
employees and 638.368 R&D employees’ full time equivalence should
be reduced or 137.89 billion yuan of new products’ sales income be
increased. Finally, it puts forward policy recommendations on existing
problems to strengthen the standings of the cooperation, realize the
effective application of the research results, and improve the level of
management of enterprise-university-research cooperation efficiency.
Abstract: Organization capacity learning is a process referring to the sum total of individual and collective learning through training programs, experience and experimentation, among others. Today, in-business ongoing training is one of the most important strategies for human capital development and it is crucial to sustain and improve workers’ knowledge and skills. Many organizations, firms and business are adopting a strategy of continuous learning, encouraging employees to learn new skills continually to be innovative and to try new processes and work in order to achieve a competitive advantage and superior business results. This paper uses the Resource Based View and Capacities (RBV) approach to construct a hypothetical relationships model between training and business results. The test of the model is applied on transversal data. A sample of 266 business of Spanish sector service has been selected. A Structural Equation Model (SEM) is used to estimate the relationship between ongoing training, represented by two latent dimension denominated Human and Social Capital resources and economic business results. The coefficients estimated have shown the efficient of some training aspectsexplaining the variation in business results.
Abstract: Occupational Self Efficacy (OSE) reflects the
conviction of a person’s ability to fulfill his job related behavior at a
perfectly acceptable level to the employer. Transformational
leadership improves followers’ commitment by influencing their
needs, values, and self-esteem. Employees also develop a dyadic
relationship with their immediate superiors. Study was conducted
amongst one hundred and twenty two (122) bank managers in Sri
Lanka. They were selected based on multi-stage (seniority in the
hierarchy, gender, department-wise etc.) stratified random sampling.
Major objectives of this study were to analyze the impact of
Transformational leadership style, and OSE along with Sociodemographic
factors, and Career, Job and Organizational experience,
to the Career satisfaction of managers. SPSS software was used for
parametric and non-parametric statistical analyses. Career satisfaction
had positive impacts with their Transformational leadership style, and
their relationships with the immediate superior. Impact of sociodemographic
factors, and career exposure to career satisfaction was
assessed.