Human Resource Strategies for Managing Back-Office Employees in Subsidiary Operations

2013 ◽  
Author(s):  
Aloysius Newenham-Kahindi
Keyword(s):  
Human Resource ◽  
Office Employees ◽  
Back Office

The impact of humor climate on innovative work behavior: evidence from the banking industry in Russia

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Elizaveta Yu Logacheva ◽  
Maria S. Plakhotnik
Keyword(s):  
Online Survey ◽  
Banking Industry ◽  
Work Behavior ◽  
Supervisory Support ◽  
Content Type ◽  
Innovative Work Behavior ◽  
Innovative Work ◽  
Office Employees ◽  
Back Office ◽  
The Impact

Purpose The purpose of this study is to investigate the impact of humor work climate on innovative work behavior of back-office employees in the banking industry in Russia. Design/methodology/approach Data was collected via an online survey that included scales to measure humor climate and innovative work behavior. The survey was distributed electronically among employees of one department of a bank. The sample included 104 back-office employees (response rate 60.4%). Correlation and regression analyses were used. Findings The results indicate that humor climate fosters employee innovative work behavior. Positive humor contributes to innovative work behavior more than remaining humor climate dimensions (i.e. negative humor, outgroup humor and supervisory support). Only position type (managers vs non-managers), and not gender, education and job tenure, was found to have a significant impact on employee perceptions of humor climate and innovative work behavior exhibition. Originality/value This study adds to the limited empirical evidence on the links between humor and innovative work behavior, especially at a group level. This study focused on humor climate as a multidimensional construct, whereas previous research mostly explored positive forms of humor in relation to different social aspects of the organization. To the best of authors’ knowledge, this study is first to use a validated scale to explore connections between innovative work behavior and humor climate.

scholarly journals Analisis Perencanaan Sumber Daya Manusia di PT Aerofood Acs Unit Denpasar

2021 ◽  
Vol 9 (1) ◽  
pp. 65
Author(s):  
Sangiang Ruth ◽  
I Ketut Satriawan ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Trend Analysis ◽  
Human Resource ◽  
Delphi Technique ◽  
Retention Rate ◽  
First Year ◽  
Contract Employees ◽  
Force Majeure ◽  
Second Year ◽  
Permanent Workers ◽  
Office Employees

The role of human resource management is the main key of transformation the management of a company to gain a competitive advantage. The purposes of this research were to analyze the condition and the demand and supply of human resources for the next two years at PT Aerofood ACS Denpasar unit. The methods used to analyze human resource demand data were Trend Analysis and Delphi technique along with the inventory skill to analyze the human resource supply data. Trend analysis method used to increases the demand for human resource for the next two years, while the Delphi technique used to sees the condition of the company for the last 4 years. The inventory skill method used to analyze the offering position for internal and external employees for the next two years. The condition of human resource in the company during for the latest year is good, because the percentage of employee turnover is 0.57 percent and the employee retention rate is 99.43 percent. The percentage of absence level for back office employees was only 7.07 percent and 8.46 percent for operational employees. The projection result of human resource demands for the next two years, there will be a reduction in the number of permanent workers by 17 people in the first year and a further reduction of 34 employees in the second year, this is due to the absence of permanent employment designation for the last four years. The contract employees have decreased 17 employees at the first year due to force majeure and an increase of 55 people in the second year when the amount of production is normal, especially for operational workforce. Outsourcing labor and daily workers are not needed in the first year but will likely be needed further. Keywords: Aerofood ACS, human resource, trend analysis, Delphi technique, skill inventory

scholarly journals Is Stress in Contact Centers Inevitable?

2021 ◽  
Vol 18 (6) ◽  
pp. 2999
Author(s):  
Diogo Gonçalves-Candeias ◽  
Maria José Chambel ◽  
Vânia Sofia Carvalho
Keyword(s):  
Well Being ◽  
Job Characteristics ◽  
Contact Center ◽  
Psychosocial Work ◽  
Psychosocial Environment ◽  
Front Office ◽  
Contact Centers ◽  
Different Characteristics ◽  
Office Employees ◽  
Back Office

It is broadly acknowledged that contact center employees are subject to high levels of stress. In this profession, there is a distinction between back-office and front-office employees. In addition, employees may perform duties in various companies with different characteristics (i.e., human resources practices, job characteristics, social support, work–personal life relationship, among others). Thus, this study focuses on the analysis of the contact centers’ (CC) psychosocial work environment and employees’ levels of stress and well-being, seeking to understand whether they change due to the specific nature of the duties they perform and the characteristics of the company. This study involved 1440 participants from 15 companies. The results indicate that front-office and back-office duties influence the perception of some job characteristics and their environment and, consequently, the stress and well-being of these employees. Furthermore, the exhaustion and general well-being of employees are seemingly independent of the duties performed and common to all companies. However, the job characteristics, psychosocial environment and employees’ levels of cynicism, work engagement and general stress were found to change according to the company in which they worked, thus highlighting the need for action in the psychosocial environment of these work duties.

scholarly journals Analisis Perencanaan Sumber Daya Manusia di PT Aerofood Acs Unit Denpasar

2020 ◽  
Vol 8 (4) ◽  
pp. 604
Author(s):  
Sangiang Ruth Danella ◽  
I Ketut Satriawan ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Trend Analysis ◽  
Human Resource ◽  
Delphi Technique ◽  
Retention Rate ◽  
First Year ◽  
Contract Employees ◽  
Force Majeure ◽  
Second Year ◽  
Permanent Workers ◽  
Office Employees

The role of human resource management is the main key of transformation the management of a company to gain a competitive advantage. The purposes of this research were to analyze the condition and the demand and supply of human resources for the next two years at PT Aerofood ACS Denpasar unit. The methods used to analyze human resource demand data were Trend Analysis and Delphi technique along with the inventory skill to analyze the human resource supply data. Trend analysis method used to increases the demand for human resource for the next two years, while the Delphi technique used to sees the condition of the company for the last 4 years. The inventory skill method used to analyze the offering position for internal and external employees for the next two years. The condition of human resource in the company during for the latest year is good, because the percentage of employee turnover is 0.57 percent and the employee retention rate is 99.43 percent. The percentage of absence level for back office employees was only 7.07 percent and 8.46 percent for operational employees. The projection result of human resource demands for the next two years, there will be a reduction in the number of permanent workers by 17 people in the first year and a further reduction of 34 employees in the second year, this is due to the absence of permanent employment designation for the last four years. The contract employees have decreased 17 employees at the first year due to force majeure and an increase of 55 people in the second year when the amount of production is normal, especially for operational workforce. Outsourcing labor and daily workers are not needed in the first year but will likely be needed further. Keywords: Aerofood ACS, human resource, trend analysis, Delphi technique, skill inventory

scholarly journals Emotional intelligence in front-line/back-office employee relationships

2017 ◽  
Vol 31 (2) ◽  
pp. 185-199 ◽  
Author(s):  
Treasa Kearney ◽  
Gianfranco Walsh ◽  
Willy Barnett ◽  
Taeshik Gong ◽  
Maria Schwabe ◽  
...  
Keyword(s):  
Emotional Intelligence ◽  
Customer Orientation ◽  
Joint Effect ◽  
Performance Outcomes ◽  
Organisational Performance ◽  
Front Line ◽  
Office Staff ◽  
Content Type ◽  
Office Employees ◽  
Back Office

Purpose This paper aims to undertake a simultaneous assessment of interdependence in the behaviours of front-line and back-office employees and their joint effect on customer-related organisational performance. It also tests for a moderating influence of the emotional intelligence of front-line salespeople and back-office employees. Design/methodology/approach The sample comprises 105 front-line sales employees and 77 back-office employees. The customer-related organisational performance data come from a UK business-to-business (B2B) electronics company. With these triadic data, this study uses partial least squares to estimate the measurement and structural models. Findings Salespeople’s customer orientation directly affects customer-related organisational performance; the relationship is moderated by salespeople’s emotional intelligence. The emotional intelligence of salespeople also directly affects the customer-directed citizenship behaviour of back-office employees. Furthermore, the emotional intelligence of back-office staff moderates the link between the emotional intelligence of salespeople and back-office staff citizenship behaviour. Back-office staff citizenship behaviour, in turn, affects customer-related organisational performance. Originality/value The emotions deployed by employees in interactions with customers clearly shape customers’ perceptions of service quality, as well as employee-level performance outcomes. However, prior literature lacks insights into the simultaneous effects of front-line and back-office employee behaviour, especially in B2B settings. This paper addresses these research gaps by investigating triadic relationships – among back-office employees, front-line employees and customer outcomes – in a B2B setting, where they are of particular managerial interest.

Validation of the Procrastination at Work Scale

2020 ◽  
Vol 36 (5) ◽  
pp. 767-776
Author(s):  
U. Baran Metin ◽  
Toon W. Taris ◽  
Maria C. W. Peeters ◽  
Max Korpinen ◽  
Urška Smrke ◽  
...  
Keyword(s):  
Work Engagement ◽  
Discriminant Validity ◽  
Psychometric Characteristics ◽  
The Czech Republic ◽  
The United Kingdom ◽  
Confirmatory Factor ◽  
And Performance ◽  
Context Specific ◽  
Negative Links ◽  
Office Employees

Abstract. Procrastination at work has been examined relatively scarcely, partly due to the lack of a globally validated and context-specific workplace procrastination scale. This study investigates the psychometric characteristics of the Procrastination at Work Scale (PAWS) among 1,028 office employees from seven countries, namely, Croatia, the Czech Republic, Finland, Slovenia, Turkey, Ukraine, and the United Kingdom. Specifically, it was aimed to test the measurement invariance of the PAWS and explore its discriminant validity by examining its relationships with work engagement and performance. Multi-group confirmatory factor analysis shows that the basic factor structure and item loadings of the PAWS are invariant across countries. Furthermore, the two subdimensions of procrastination at work exhibited different patterns of relationships with work engagement and performance. Whereas soldiering was negatively related to work engagement and task performance, cyberslacking was unrelated to engagement and performance. These results indicate further validity evidence for the PAWS and the psychometric characteristics show invariance across various countries/languages. Moreover, workplace procrastination, especially soldiering, is a problematic behavior that shows negative links with work engagement and performance.

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