Download or read book Bundled HRM Practices in Call Centers Its Relationship to Job Satisfaction Organizational Trust and Organizational Citizenship Behaviors written by and published by . This book was released on 2006 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Call Centres and Human Resource Management written by S. Deery and published by Springer. This book was released on 2003-12-09 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.
Download or read book Contemporary Perspectives in Human Resource Management and Organizational Behavior written by Riann Singh and published by Springer Nature. This book was released on 2023-05-04 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book aims to address one of the key challenges facing Human Resource Management (HRM) and Organizational Behavior (OB) researchers. It delves into contemporary topics from which focused research models, ideas, and questions can be developed and tested. HRM and OB are closely related and intersect each other in the examination of practices, which are aimed at managing employees and explaining their behaviors. Proposing to provide researchers with easy access to a slew of contemporary research advancements within the field, this work explores ten contemporary research areas within HRM and OB. Topics include innovative HRM/OB responses in crises, alternative work arrangements for the contemporary workplace, employee mental health, from diversity to inclusion in the workplace, workplace harassment, HRM in small and medium enterprises, alternative perspectives in employee turnover, organizational citizenship and counter-productive work behaviors, leading for work engagement, and employee motivation in a changing environment. Providing researchers with a comprehensive overview of research advances within selected contemporary areas, this book seeks to spur critical thinking, spark alternative research perspectives, innovate extensions to existing theories, and provide the foundation from which focused research can grow and develop within these management fields.
Download or read book Engagement and Disengagement at Work written by Barbara Imperatori and published by Springer. This book was released on 2017-01-16 with total page 121 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers a concise summary of cutting-edge research and practical implications about employee engagement. The author presents a clear perspective on the meaning of employee engagement, its antecedents and consequences are presented with evidences. Based on latest research results, the book discusses organizational practices which enhance people engagement focusing on the new trends of the HRM domain such as well-being practices, e-HRM systems and social volunteering initiatives. The detailed analysis also takes the recent complaints about the HR function into account. This book emphasizes that modern organizations require passionate people to thriving in a rapidly changing world, and it is important to understand why, despite the growing relevance of employee engagement, disengaged persists.
Download or read book New Clues for Analysing the HRM Black Box written by Alvaro López-Cabrales and published by Cambridge Scholars Publishing. This book was released on 2015-09-04 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book serves to illustrate the difficulty in explaining the role of human resources and the complexities implicit in the management of people working together in various kinds of organisations, and, more specifically, the existing links between the management of human capital and the functioning of the organisation. Several chapters provide an accurate picture of topics and issues that are relevant today in the area of human resource management, by bringing together different approaches and levels of analysis that undoubtedly enrich one another. The opening chapters are theoretical reviews and approaches of differing degrees of abstraction that explain the connections between human resources management and the performance of the organization, including such topics as the importance of correctly implementing the processes of human resources management, and the role that the Human Resources Department can play in this; the importance of these management practices being interiorised and embedded in the whole organisation; and the debate on the effects that management systems based on both control and commitment have on the behaviours of individuals. Delving into the relationship between human resources management and organisational performance, the second part of the book investigates the effect that social networks and work groups have on an organisation’s results; the effect of job satisfaction on the differences and disagreements between an organisation and employee with respect to the behaviours expected; and finally the measurement of happiness at work with regards to three dimensions: engagement, job satisfaction and affective organisational commitment. These eight chapters were considered the best papers presented at the 9th International Workshop on Human Resources Management, held on October 30th–31st, 2014, at Pablo de Olavide University, Seville, Spain.
Download or read book The Relationship of Human Resource Management Practices to Employee Performance and Social Exchange in Organizations written by Mark John A. Alegata and published by . This book was released on 2007 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Service Work in the Information Age written by Lisa M. Moynihan and published by . This book was released on 2002 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book HRM Practices Organizational Citizenship Behaviour and Performance written by Ed Snape and published by . This book was released on 2010 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: We examine the relationship between HRM practices, conceptualized at the workplace level, and individual employee attitudes and behaviour. We focus on two possible explanations for the relationship: social exchange and job influence/employee discretion. Findings from a study of employees in North-East England suggest that there is a positive impact of HRM practices on organizational citizenship behaviour, through an effect on perceived job influence/discretion. There was no such effect for perceived organizational support. These findings provide support for a job influence and opportunity explanation of HRM effects on employee attitudes and behaviour.
Download or read book Organizational Behavior and Human Resource Management for Complex Work Environments written by Belias, Dimitrios and published by IGI Global. This book was released on 2024-07-10 with total page 567 pages. Available in PDF, EPUB and Kindle. Book excerpt: Navigating the complexities of organizational behavior and human resource management can be daunting in today's fast-paced workplaces. The ever-changing landscape, driven by technological advancements and evolving employee expectations, challenges professionals and academics alike. Many struggle to fully grasp and adapt to these shifts, which can lead to low employee engagement, ineffective leadership, and ethical dilemmas. What is needed now is a comprehensive solution that provides insights and strategies to address these challenges head-on. Organizational Behavior and Human Resource Management for Complex Work Environments takes on this role, and delves into critical topics such as leadership, employee well-being, team dynamics, and ethical decision-making. By exploring these subjects, readers gain a deeper understanding of the intricacies of modern workplaces and how to navigate them effectively. The book bridges the gap between theory and practice, offering actionable insights applied in real-world scenarios. It is a valuable resource for professionals looking to enhance their skills and knowledge in organizational behavior and human resource management.
Download or read book European Journal of Work and Organisational Psychology written by Christian Dormann and published by Psychology Press. This book was released on 2004-01-08 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: In our current 'service economy' delivery of services is a major task for industry. Organizations are looking for ways to be accessible to their customers, to be able to promptly answer questions customers may have, or to provide reliable and up-to-date information. This has resulted in the creation of specialized departments for customer contacts: the call centre. Call centres can harbour jobs of different levels of qualification, ranging from unskilled people who are providing standard information (sometimes even reading from prescribed scripts) to frequently asked questions, to highly qualified personnel who deal with unique complex problems. Most articles compiled in this Special Issue are concerned with the working conditions at call centres. Zapf et al. report results of a comparison of a variety of variables between call centres and different kinds of jobs (service jobs, non-service jobs). Bakker et al. show that different kinds of working conditions have different kinds of effects; whilst job demands affect absenteeism via health problems, job resources affect turnover via involvement. Grebner et al. show how a great variety of resources and stressors including aspects of emotion work, which Zapf et al. have identified as particularly high in call centre jobs, are related to health outcomes in call centres. Dollard and Lewig found similar results in Australian call centres, showing that the effects are similar across countries and cultures. Finally, Shah and Bandi present a case study from India (a country where, given the low level of wages and high level of people's qualifications in ICT, many organizations have set up call centres), in which the demand for personnel development in high-knowledge customer-contact-centres is vividly described. This study explicitly shows that there is no technological determinism since the work of the agents in the study is relatively enriched.
Download or read book Recruiting and Retaining Call Center Employees In Action Case Study Series written by Natalie Petouhoff and published by Association for Talent Development. This book was released on 2023-05-26 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's your strategy to remain competitive? Trainers realize that recruiting the right people with the right skills and providing them with great training is key to creating a great business. With the arrival of measurement and return-on-investment calculations for these key business activities comes the realization from business professionals that performance management does make a difference in profits, sales, and customer satisfaction. With a company's need to recruit and keep the best talent, performance management is its best strategy for remaining competitive in the global marketplace in which employees have more choices than ever before. Performance management is used to improve both personal and organizational skills. Recruiting and Retaining Call Center Employees illustrates the various ways employees can reach their potential and thereby contribute to the bottom line, made all the more profitable by creating stronger and more stable companies that can offer higher wages and excellent benefit packages. Combining theory with practical advice on training, recruiting, and evaluating programs, this book provides the trainer with practical models and guides. Plus, cases on process and technology provide a full range of solutions in creating a call center that is well ahead of the competition. ASTD is proud to present the 22nd book in the IN ACTION series: 11 cases that provide numerous examples of performance management programs in diverse applications. One basic premise remains constant in all of the applications: People matter most, and, when they adopt a relationship-based leadership style, the workplace becomes successful. Performance management involves all willing participants creating a learning environment together.
Download or read book The Mediating Role of Organizational Commitment in the Relationship of Human Resource Practices on Organizational Citizenship Behavior and Firm Performance written by and published by . This book was released on 2006 with total page 84 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book HR Practices and Customer Satisfaction written by Lisa M. Moynihan and published by . This book was released on 2001 with total page 40 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Job Satisfaction and Organizational Commitment Among Call Center Employees written by Troye G. Singleton and published by . This book was released on 2016 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Publishing Bundle written by Steven G. Carley and published by Createspace Independent Publishing Platform. This book was released on 2015-11-04 with total page 110 pages. Available in PDF, EPUB and Kindle. Book excerpt: "HRM Practices" are present where ever one should engage in work endeavors. Such organizational activity occurs within both the private and public sectors. Managers within one sector may not be able to just transfer their experience to another sector. HRM practices involve a three step process of recruitment, selection, and orientation. Within these processes is the occurrence of both psychological and legal contracts, which may be dependent on the strength of a signal as defined by signaling theory. It may be the responsibility within HRM practices to create an orientation environment attracting prospective employees. This attraction phase as a psychological contract can become through the process of selection and orientation a binding legal contract. The use by organizations of human resource planning traditionally ensures the right job incumbent to work the right job at of course the right time. In the past, the focus of human resource planning dictated by management concerns is on the short-term. Changing the nature and need of human resources planning of the leading organizations is increasing heightened international competition, demographic shifts, environmental instability, and changes in technology. The product of planning is increasingly the interaction between planners and line management. The realization is taking place in organizations to develop not just short-term solutions but long-term ones to adequately address the concerns of human resources. Human resource planners face increased and new challenges and responsibilities in influencing the direction of the business and serving the needs of the business. Social responsibility is an entity which may present itself within the workforce. The question may arise, however, whether or not social responsibility is for the greater good of the organization. More to say if social responsibility is not for the greater good it will not occur. In a perfect world a socially responsible environment exists within all organizations. The facts are socially responsible behavior coexists with the necessary conditions of organizational development. If conditions do not present themselves accommodating the organization in regard to the practice of social responsibility, the interest of the organization in terms of reinforcement is to make use of an ulterior policy. Learn how United States organizations take action in better allowing the practice of social responsibility. What happens when these actions are not enough? The job of human resources management is to hire the best and most capable individuals in terms of job performance. This job may have become more difficult with the advent of the Civil Rights Act of 1964, stating in no manner shall one be denied employment basing on race or sex. The selection process now may not base strictly on performance, yet instead on other criteria resulting at times in a less efficient workforce. This is the result of a quota system and lower testing cutoff scores to accommodate the Uniform Guidelines on Employee Selection Procedures. It is a great difference hiring less capable front desk attendants and less capable pilots. Despite a more culturally fair employment practice losses in productivity do not gear toward the hiring of a minority population. As one can make the assumption, the field of industrial/organizational (IO) psychology is ever interested in this topic of employment selection and human resources management and their duty to hiring not only the most efficient and capable workforce but also one which is free of illegal employment practices.
Download or read book IUP Series on Voice Based BPOs HRM Practices written by Arpita Dasgupta and published by . This book was released on 2008-12-23 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book focuses on the work life of the employees of call centers in the highly structured and monitored ambience. It also highlights the job content, working hours, work life balance, managerial strategies and supervisory style with which the entire wor
Download or read book Examining the Relationship of HRM Practices to Individual and Organizational Level Outcomes written by Augustine Donato H. Estolano and published by . This book was released on 2007 with total page 94 pages. Available in PDF, EPUB and Kindle. Book excerpt:
