Journal of Human Resource and Customer Relationship Management

Author: Dr. V. Abirami, D. Mahalakshmi

Abstract: As  the  job  landscape  evolves, there  happens a need between  the uncertainty and  the  expertise of  the  job  predictions and  job skills. The  organization’s  need and the future  reskilling  of workers  has become  more and more  important in the modern  trend  of the  environment. Some  of the  skills adviser  at  the Chartered  Institute  of Personnel  and  Development (CIPZ)  gives a  detailed  study  about the  reskilling  process as  the  main responsibility  for the reinforcement  of the organizations like Government, individual  concern, industry and  businesses  concerns  who play a  major  role  in the successful  transition  into new, yet  to be developed, jobs. A rapid  digitalized  global  economy  is  has to be made for the proper functioning  of the  ecosystem  as  a  whole. “Future employment is one of the hottest topics of our time,†says Thomas Frey, senior futurist and executive director of the Da Vinci Institute. The  acknowledgement of the  individual  inevitable  changes that  happen in the 21st  century, the  shift of workers responsibility, more than any other group, personal  employment  will be the key driver in the future. In order to  cope up with the new technologies and  knowledge factory, a skill based learning of the techniques  used  is  delivered  and  trained  for the  progress of the  organization and  concern.  Thus I would like to do a detailed study of the reskilling the work force of the workers and employees  with the proper knowledge of the  ergonomics for the effective management of the Human Resource Management. 

Author: Raiyanuzzaman Chowdhury, Md. Saidur Rahaman

Abstract: The purpose of this article is to find out the outcomes of motivation on employee performance. For conducting this study, researchers have used data from secondary sources such as current literatures, empirical research evidence, websites, conferences and seminar papers etc. related to the employee performance specially focused on motivation in an organization. This article also shows the significant positive relationship between employee performance and motivation where sometimes motivation is good but not for all the time, it is based on the organizational situation. The study also showed that, when employees feel stressed and create obstacles in productivity in the organization, motivation works well and employees’ job performance increases. The researcher recommends that motivation can help the organization and employee as well to increase the performance.  The organization needs to be more focused on their own capability, resources and management practices to develop the culture of giving positive motivation more alongside sometimes negative motivation.

 

Authors:-Md. Saidur Rahaman , Md. Mahbub Hussain 

Abstract:-Society since ancient times faced with a weak involvement of human resources in organizations. Therefore motivating employees became today an important objective for organizations that want to remain viable on the market today. The motivation of human resources, either positive or negative, in the organization brings an extra performance to the manager that hopes to reach the organization’s goals. This research paper investigates the relationship between negative motivation and its effect on employee performance. The results and findings indicated that positive motivation has positive effects on employee performance, while there is a significant negative relationship exists between positive motivation and employee performance. The researcher recommends that negative motivation sometimes enhance employee performance.

Authors:-Guru Prasad KJ, Varun Dongre

Abstract:-The participation of women in business is now a contemporary issue through worldwide. This study was conducted on the prospective for analyzing the empowering of women through entrepreneurship development. This study has tried to find out the motivational factors to be an entrepreneur and the constraints that hinder their entrepreneurial abilities. To find out a justified result the study was based on the primary data. However the factors that have been revealed as a motivational tool for women entrepreneurs are helping husband, financial independence, availability of loan, social position, family support, creativity development, helping society, social value constraints etc. and the study also reveals with the help of 30 respondents that women entrepreneurship business need concentration from the government. Women are taking less support from the government as they do not have knowledge regarding the available schemes under the government. Even though it is a major constraint women have many opportunities to carry out the small businesses as a shopkeeper, tailoring, beauty parlor and making masala powder etc. if the women who engages themselves in such type of businesses can get a good amount of return on their investments. Hence, the study focuses on the finding factors supporting and constraining women entrepreneurs in coastal Karnataka. Set of hypothesis analyzed through SPSS by applying different econometric and statistical techniques like tables, charts, graph, one way ANOVA test, and regression analysis and co-efficient of correlation technique.  Final conclusion is drawn on the basis of empirical findings throughout the study.

Authors:-Dr. Nisar Ahamad Nalband, Fahad Saud Alaqely

Abstract:-Saudi Arabia is one of the youngest developing countries in the world, so far it has been enjoying its revenues generated from the petroleum. Due to increase in the population and change of mind set of the people from the traditional way of life to global way of life style and fluctuations in oil prices results into a pressing need on the part of the government to shift its focus from mere oil generated revenues to other avenue’s.

 

Saudi Arabian work force is unique by itself due to too much of dependence on expatriate workforce on one hand and nationalistic approach in staffing on the other hand. Recently there is an emphasis from the government on private sector to provide jobs to its nationals only.

 

The management practices in Saudi Arabia across private sector are very traditional to very modern or latest."Wasta" (recommendation) is a unique traditional practice in particular in the country's stiffing culture. This case discusses about its presence and impact on the management practices as well on the organizations performance. 

Authors: Rinki Sinha, Dr. Vijay Gondaliya

Abstract: The purpose of the study is to explore the satisfaction level of co-operative society’s employee in Bardoli taluka of Surat District in Gujarat. The basic parameter is taken such as job satisfaction, job description and job performance and their sub parameters related to the points. Job Satisfaction and Performance is an important output that employees work for the organizations. It comprises of intrinsic and extrinsic factors that help to maintain an able and willing workforce. In this research researcher has used exploratory and descriptive research. This paper aims to examine the co-operative societies’ employee satisfaction towards job description and performance. 120 employees of Bardoli taluka’s cooperative societies are conducted through self-administered structured questionnaire. The findings of present study shows that the employees are satisfied with their job with respect to working condition, grievance policy, salaries and other facilities as well as working environment. Also it can be increased by giving them more salaries and bonus and this can increases the satisfaction level of the employees and can attract more works.

Authors:-K.V.Shanmugavadivu , G.Kalaimani

Abstract:-Customer satisfaction is defined as a measurement that determines how happy customers are with a company's products, services, and capabilities. Customer satisfaction information, including surveys and ratings, can help a company determine how to best improve or changes its products and services. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Consumer preference is defined as the subjective tastes of individual consumers, measured by their satisfaction with those items after they’ve purchased them. Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty. Customer satisfaction data are among the most frequently collected indicators of market perceptions. 

Authors: Dr. Kavitha. KR, Antony David

Abstract: Most of the organizations these days source hour services to Republic of India, as a result of that they are doing not have the proficiency or the experience to upset hour services in-house. Moreover, organizations favor to source hour services so as to save lots of on time and energy. HRO is growing fashionable passage of your time. Hour is clothed to be golden career choices for innumerable people; it reduces the charge of managing workers. Human resource outsourcing reduces prices by pooling thousands of companies. This lowers the value of health profit plans, retirement plans, workers’ compensation insurance, and legal experience. Human resource outsourcing corporations’ area unit a lot of economical because the talent and infrastructure is already in situ. Once a tiny low business hires the human resource outsourcing firm, it offers them access to programs at reduced rates and a to kenish time investment. This paper place lights on positive aspects of HRO and the way it's coming up to be saving the investment of company on accomplishment. Like however the methods obtaining outsourced the workers also are obtaining outsourced in order that time and investment behind the accomplishment process may be checked. This paper focuses on however HRO could be a live blood for several little businesses wherever a lot of variety of individuals aren't needed if work gets augmented outsourcing to others is a possibility in order that assignment work to others and obtaining it done. The paper additionally place glimpses on HRO has become a roadmap to transformation and alter, that is extremely a lot of in would like for fulfillment of any unit? Hour will deliver correct mix of core and noncore hour Services with efficiency and effectively.

Authors:-Dr. S. Jayashree,  Suyambu Arun Kumar. A

Abstract:-The main objective of the present study is to know of about the work-life balance of women employers in Coimbatore city. To accomplish this purpose, it has been hypothesized to cull out the problems faced by women in their workplace and to determine the level of satisfaction of both male & female employees in their workplace. A sample of 75 male employees, 75 female employees and 50 employers has been selected as respondents for the study. Percentage analysis and mean rank tests have been applied on the collected data to assess the observation. The results have revealed about their problems faced and level of satisfaction among the employers.

Authors:-Mr. Tinku Joy

Abstract:-Stress studies are becoming more and more attention nowadays, the financial crisis and recession of 2008 around the world further contributed in increasing higher levels of stress among employees, particularly in the corporate context. The organizations, to make themselves efficient in utilization of resources, have gone through entire restructuring, layoffs, downsizing, and mergers. This has resulted in unstable employee-employer relationship which has caused a great deal of stress among employees. There is no such thing as a stress-free job in the world. Everyone in his/her work is exposed to tension, frustration and anxiety as he/she gets through the duties assigned to him/her. In order to make our work experience and environment as pleasant as possible, it is better that we learn the technique of moderating and modulating our personal stress levels. Hence the research has shown that high level of stress seriously affect the performance of employees as well as their health condition. This article reviews and summarizes three decades of empirical literature concerned with stress in general and occupational stress in particular with major coping strategies.

Authors:-Dr. Issac George

Abstract:-Emotion is one of the distinctive traits that make the person. The dimensions of emotions are used to create, monitor, and preserve social bonds. The heart of the service industry depends on the emotional displays of service employees. Service employees are also called as emotional laborers because the spirit of the service industry is not only “getting a job done,†but also involves getting the job done with the right attitude, with the right degree of sincerity, and with the right amount of concern for the customers. All these works well when the employee is capable of managing his/her emotions in the work place. A salesperson expresses his or her emotions through surface acting, deep acting or genuine emotion. Surface acting is the manner of a person in suitably expressing unreal feelings and controlling real feelings. Frequently concealing real feelings could cause more emotional burnout and emotional inconsistency. Salespersons in service roles have to perform emotion work by regulating inappropriate emotions in their daily face-to-face interaction with clients and superiors; in order to comply with emotional standards that are congruent with their job requirement. The salespersons at the service counter alter the outward expression of emotional dimensions in the service of altering inner feelings. The primary objective of the study is to assess level of surface acting of salespersons working in the organized retail outlets. The researcher also assessed the level of surface acting on the basis of gender and marital status. The study is descriptive in nature. Purposive sampling was the technique used for sampling. The sample size for the study was 77. Primary data was collected by using structured questionnaire. The information collected from the sales persons was analyzed through different statistical tools. The study is very relevant in the current retail scenario as the emotion of a person plays a critical role in determining their success in the firm. More over most of the employers in the service field assume that the friendliness and good cheer of employees are strongly related to customer satisfaction and increase customer commitment, loyalty, and therefore, affect bottom lines.

Authors:- Pavan Kumar Balivada, Dr. Tulika Sharma

Abstract:-With the increased complexity in workplaces of today, the task of hiring requires adapting to the changing times and needs. The article aims at identifying new hiring trends and endeavours to provide solutions thereof. This article is the result of search of online recruitment tools and gives insight into the various recruitment tools available online. These tools can go a long way to ease the recruitment processes.

Author:-Sugirthi.K

Abstract:-The positive core construct of Job Crafting which is characterized by resource support, seeking job challenges, work demands, Leader Member Exchange a major role in Human resource development and Employee Retention. Another positive resource is the construct of leader member exchange which is the state of relationship between the employee and managers . The study aims to explore the constructs of Job crafting and Employee Retention among IT employees. Coimbatore is the most industrially developed and commercially vibrant districts in Tamil Nadu. Random sampling was used for data collection fromIT professionals in Coimbatore district. The data collected was analyzed by developing suitable hypothesis. Independent sample T-test, Anova, Correlation and Multiple regression was used to assess the impact of the constructs. The research findings show that there is positive relationship between Job Crafting with respect to employee retention

Author: Sudhindra Kumar

Abstract: Quality of work Life (QWL) has evolved as an important aspect, which affects an organizational efficiency and productivity (Gorden, Judith R. 1987). The purpose of this paper is to understand and develop the concept of QWL in organization and to identify factors especially in the internal environment of an organization that leads to QWL. A qualitative approach is used to develop a conceptual model, depicting the difference in the total perceived level of QWL amongst employees and employers in organizations. SERVQUAL model is adapted in assess the QWL Level, in terms of its adequacy and superiority. Executive Summary - Quality of Work Life (QWL) has evolved as an important aspect, which affects an Organizational efficiency and productivity (Gorden, Judith R. 1987). QWL is a multi dimensional term which provides a good work life balance and gives a qualitative boost to total work environment of any organization (Neerpal Rathi, 2010). The success of any organization is dependent on how it attracts, develops, and retains its workforce. Further the efficiency of any organization depends on their work environment, working methodology and degree of employee satisfaction. The level of employee motivation is dependent on elements like job security, reward system, job satisfaction, and satisfaction of social, physical and personal needs. The proposed model provides a good justification for determining the level of satisfaction with QWL in an organization whether it is adequate or superior. A superior level of QWL in an organization suggest that the gap between the employee and employer/organization perception on various factors of QWL is less or negligible while Quality of work life adequacy in an organization suggest that the gap is quite prominent and needs to be amended or reduced for organizational efficiency. The QWL level can be related to measurable Organizational efficiency variables in terms of either employee own perception of Organizational efficiency related to various factors or their satisfaction on them. The proposed conceptual model on QWL and Organizational Efficiency provides a further impetus for empirical research.The present paper identifies work related aspects of employees working in organizations. It talks about employees as well as organizational perception and their related gaps in QWL aspects, which is manifested through various life domains, including personal and professional aspects. The proposed conceptual model on QWL and Organizational Efficiency provides a further impetus for empirical research. It not only hypothesized and proposesd a conceptual model; it also provides a basis for development of a research instrument, i.e. a questionnaire for survey purpose. A questionnaire can be developed using the dimensions which have been redefined and identified factors can be measured on them. A sector or an industry can be studied and surveyed to empirically test the model and relate the level of QWL and Organizational efficiency..

Author: Neetu Pareek

Abstract: From insurance to technology, banking to software companies has started entering into mergers & acquisitions to become market leaders in their respective industries. Many organizations regard mergers & acquisitions as a strategic tool for increasing profitability, gaining market share and developing synergies. This paper discusses about the role of HR professionals in making these deals successful. Many mergers fail to achieve their objectives because HR professionals are either not involved or are involved at a very late stage in merger process. This paper describes about the role of HR manager as facilitator, educationist, team builder and integrator.

Authors: Dr. Shweta Pandit, Dr. Ashima Joshi

Mr. Ranjan Dasgupta was a bright student of business practices, who was born in India and pursued his higher education from abroad. After completion of education he wished to take over the company established and successfully run by his father Mr. Sanatan Dasguta. Mr. Sanatan was a man of aspiration with positive attitude. His keen faith in his manpower strengthened him always. With his loyal manpower he had conceptualized lot of expansion ideas, and always keenly waited for his son to draft, plan and execute all such ideas. He always believed that his knowledge and experience will when infuse with the expertise of Ranjan will bring a great revolution. He was confident on his intentions. Creation of written descriptions of applied actions, remedies and tips was the main part of his routine. Every day between 3pm to 4 pm, he preferred spending time with his employees. He use to listen to the people passionately. Their thoughts inspired him always for innovation. He always respected and appreciated creative deeds. Though the company was not competitive but people enjoyed their job. He valued human relation and ranked it very high in the organization. Job sustainability enabled his employees to be stress free. For Sanatan, Systematic record keeping and accumulation of all tactics made work easy to read past and prepare for better future. The practices adopted by Mr. Sanatan were attributed with empathy, sympathy, affection, understanding as well as control.

Author: Prof. Priyeta Priyadarshini

Abstract: With the increased globalization and integration of domestic and global companies, Indian workforce and global workforce are getting new exposure in working at different locations, teams and cultural environment. This brings forth new challenges for HR to manage risks arising out of this new phenomenon. Unless, people work in teams with cross functional expertise and understanding the role responsibilities and contribute to the Company’s performance, Company cannot sustain the competitive pressures. It is in this context the study tried to explore risk management process in general and HR risks in particular. Once HR risks are identified there is a need to address these risks through suitable measures or tolls. This paper is based on the review of most relevant information regarding HR risks and aims to highlight the different types of HR risks and a framework to understand its process and management.

Authors:-Anita Fairuz, Md. Kamrul Islam, Khwaja Saifur Rahman

Abstract:-Raising the Minimum Wage has both pros and cons – critics of minimum wage argue that raising it will increase the unemployment rate and advocates argue that it has minimal effect on employment levels but has a huge positive impact of the standard of living of the poor. Both sides are firmly set in their beliefs because there is mixed evidence on this issue much of which comes from studies done on developed economies.

 

Fang and Lin (2012) studied the effects of countrywide minimum wage on the employment levels of China and found out that it has significant negative effect on the employment levels and mostly affected the females, young adults and low skilled workers. These findings are consistent with other similar studies such as Huang, Loungani and Wang (2014). On the other hand there are studies like Mayneris, Poncet and Zhang (2015) which shows that minimum wage had insignificant impact on unemployment as the firms were able to cope with the problem with rising productivity of workers and reduced production costs through other mechanisms.

 

So the question now is that can higher minimum wage ensure better standard of living for the poor and promote economic development without affecting the employment levels and hampering growth? The question is of significant importance especially for the emerging economies where academic and policy makers are constantly debating about this issue due to recent hikes in minimum wage levels.

The majority of the global labor force these days are from these emerging economies such as India, Bangladesh, Pakistan and Indonesia and these are the economies that are facing recent hikes in minimum wage levels, however, there is not many studies of the impact of rising minimum wages on these markets. This paper plans to look in to this issue from the perspective of Bangladesh where there has been numerous hikes in minimum wage of the RMG sector over the past 10 years. Being the second largest exporter of RMG products and also one of the most populated countries of the world this topic is of grave importance for the economic development of Bangladesh. We plan to study how raising the minimum wage affects the labor market of the RMG sector and if it causes any type of surplus unemployment

Authors:-Shubha Ramesh

Abstract:-The purpose of this study is to analyze the concept of CRM towards customer Retentiveness in IT services. For the study, SFO Technologies was selected, and a study was conducted on 15 clients. Direct personal interview method was employed to elicit their views on CRM practices adopted by SFO technologies. The outcome of this paper highlights the quality of service provider to give a thought for adopting the suitable CRM which will give them a way to overcome major problems associated with customer Retentiveness. There is an urgent need to adopt proper and customer centric CRM practices for retention of customers in b2b model.

Authors: Prabhati Rathore, Neetu Pareek

Abstract: 1. The serious issue faced by feminine employees is the stress that lies linking their not public lives & occupation pursuits. The tension could be seen as a appearance of clash in that the role pressure through the work and relatives field are mismatched. In short participation in one position becomes trickier in another role. Today, Females employees are struggling to please the work and relatives in the work force for its conducive to with lower employee turnover, higher engagement and greater service for both in relatives and job. The current research evaluated the work-relatives role clash among the Females employees in public service sector. This have been determined by Work approval in terms of work role uniqueness like work demand, work fatigue and manager. The results revels that job demand and job exhaustion and supervisors support majorly influence on work and relatives role clash of the respondents. The job demand also had higher positive indirect effect through work exhaustion on the dependent variable. Managers maintain is the strongest predictor followed by job demand and work exhaustion on work meddling with relatives. Among the three explanatory variables, job demand and work collapse have been showed higher positive direct effect on the dependent variable of work and relatives role. The findings and consequences of the will help the Females respondents to overcome their work-relatives role clash.

2. Similarly work fatigue also had higher encouraging indirect effect on the needy variable.

Authors: Mohammad Sirajuddin, K. Swapna

Abstract: Human Resources have always been the important asset of the company. To have a competitive edge, employees should be treated as resources and thus by aligning human resource function to the core business goals, organizations can achieve success in the competitive market. Human resources are always at the very core of the organization’s success. HR analytics plays a very important role in aligning the HR strategy with the overall business strategy. HR analytics aids the HR managers to formulate the strategies which enable the organization to gain an upper hand over its competitors. The papers analyzes whether HR analytics is transforming the Human Resource Department and the HR managers. The study examines how HR Analytics facilitates the improvement of workforce performance in an organization thus increasing the productivity of the employees in turn increasing revenue generation. The paper also includes case study methodology which depicts HR analytics as the cutting edge tool for human resource management and not a mere hype.

Authors:-Vincent Raj Kumar, Prof. Shalini Acharya, Deepthi Manthri

Abstract:-Work life balance has become important and necessary for almost all categories of employees, especially to those employees working in corporate. Organizations spend lot of time and money to create a healthy working environment for their employees. This study was aimed at finding the impact of work life balance on job satisfaction and organizational commitment in employees at July Systems

Authors: Dr. Kirupa Priyadarsini, Vidhula, Javeed

Introduction: A Global Automotive company united by a Single Purpose General Motors is a pioneer in the automobile business, headquartered in Detroit, America. It is known globally for its high performance cars and trucks. Founded in the year 1908, the company has 396 facilities in 37 countries in 6 continents with 12 brands under its name. General Motors began its venture in India in the year 1995 by engaging in a partnership with the Chinese automotive giant SAIC that owns 7% of the stakes in the partnership. GM is the fifth largest automotive manufacturer in the Indian market after key players like Maruti Suzuki, Hyundai, Tata Motors and Mahindra.

Author:-Dr. M. Julias Ceasar

Abstract:-Customer Relationship Management (CRM) is the most efficient and strongest approach while creating and maintaining a relationship with consumers whom the business/ service units depend largely upon.  A CRM system is not only used to deal with the existing customers but it is also useful in acquiring new customers as there is a vast change in the marketing activity and demand requirements of the society. The process first starts with identifying a customer and maintaining all the corresponding details into the CRM system. Customer Relationship Management helps the banking sector to use of technology and human resources efficiently. These allow them to gain insight of consumer behavior and to realize their values. CRM is the strategy for building, managing and strengthening loyal and long- lasting customer relationships. CRM is a customer centric approach based on customer insight over the product and service. This study deals with the role of Customer Relationship Management in banking sector and the need for Customer Relationship Management to increase customer value in a systematic manner.

Author:-Mohammad Sirajuddin

Abstract:-This paper reviews literature on ethical behavior to identify factors and variables which influences ethical behavior. This study is divided into theoretical and empirical studies and its relevance to theory. Identified variables are divided into individual factors, organizational and external factors. Variables under these factors are locus of control, achievement orientation, Machiavellianism as individual variable. Ethics training, code of ethics and rewarding system are organizational variable. Competition, influence of stakeholders and regulation system are external variables. These studies aim to find out the development of trends from seventies to two thousands fifteen in the studies of ethical behavior. This review provides insights to the future researchers who want to research related to ethical behavior. This review also helps professionals to understand ethical behavior in context of their organization to manage ethical aspects in to their organizations in a better way