Analysis of Strategic Human Resource Management Practices in Small and Medium Enterprises of South Asia

This empirical article aims to ascertain the impact & relationship of SHRM practices with service behavior among employees of SME's in Pakistan. Data was collected from 32 small & medium enterprises including Manufacturing, Consultants, Automotive, Fashion, Handicrafts, Surgical, Sports Goods & Customer Service sectors of 8 major cities of Pakistan by using stratified random sampling technique. The response rate was 76% as 180 questionnaires were distributed among front line employees, middle managers & executive managers and 38 questionnaires were returned back with 76% response rate and 118 questionnaires were found useable. Pearson's r correlation & linear regression analysis techniques were used to analyze the data on SPSS, PSAW version 22. According to results, the Regression model is weakly parsimonious & accounts for 33.3% of the variance. SHRM practices on the whole have positive moderate significant relationship (.337*) & positive impact (β = .787) on service behavior. In depth, training has positive weak significant relationship (.219*) & positive impact (β = .147), participation has positive moderate significant relationship (.499**) & positive impact (β = .432), job description has positive moderate significant relationship (.340**) & positive impact (β = .352), result-oriented appraisal has positive weak significant relationship (.222*) & positive impact (β = .015), internal career opportunities has positive weak significant relationship (.292**) & positive impact (β = .295) on service behavior. Employment security (.131) & profit sharing (- .054) have non-significant relationships with service behavior. This study facilitates the policy makers to adopt appropriate SHRM practices to foster service behavior among employees. This study was conducted in eight cities of Pakistan by using cross sectional research design. Future research direction is to expand the study by using longitudinal research design.

The Influence of Training, Performance Appraisal, and Organizational Support on Employee Service Behavior With Compensation as a Mediator

The training, performance appraisal, organizational support, and compensation are playing a very important role in enhancing employee service behavior in the police department. The main objective of this study is to examine the impact of training, performance appraisal, and organizational support on employee service behavior, with the mediating role of compensation. Data was collected from the employees of Punjab police through the questionnaire. The partial least square structural equation modeling (PLS-SEM) has been employed for data analysis. The results of the study found a positive and significant relationship between training, performance appraisal, organizational support, and employee service behavior. Furthermore, compensation plays the mediating role between training, performance appraisal, organizational support, and employee behavior in Punjab police, Pakistan. As per the findings of the study, employee behavior can be improved with the help of training, performance appraisal, organizational support, and compensation.

Service management concepts and the role of banks’ creative economic in Indonesia during the COVID-19 pandemic era

The COVID-19 pandemic has disturbed people all over the world. The economy is limited, even services in various institutions are also limited. Thus, the purpose of this paper is to describe the concept of service management and the role of developing the creative economy of Banks in Indonesia in the COVID-19 Pandemic Era. This research is descriptive qualitative research. The types of research data are statements and patterns of service behavior of the tire management team in Indonesia. Data were collected through observation and interviews. The interview subjects were the public as bank consumers (respondents) and bank employees. The respondent selection system was used with a random system in accordance with research needs. The results prove the role of customer service in providing information to customers very well. Because the media used customer service in providing the information is very good and customers feel very satisfied for the services provided customer service.

Pressure Tuned Structural, Electronic and Elastic Properties of U3Si2C2: A First Principles Study

U3Si2C2 is expected to be a new nuclear fuel as a ternary compound of uranium, silicon and carbon. However, the relevant research on U3Si2C2 under accident conditions is rarely reported. Hence it is necessary to explore the service behavior of the potential U-Si-C ternary nuclear fuel in extreme environments. In this work, the structural characteristics, electronic behaviors and mechanical properties of U3Si2C2, such as stable crystalline structures, density of states, charge distributions, electron localization function, electronic thermal conductivity and elastic modulus under extreme high pressure are calculated by density functional theory. The calculation results show that the lattice volume sharply increases when the external stress reached 9.8 GPa. Ionic and metallic nature coexist as to the bonding characteristics of U3Si2C2, and the ionic takes the dominant position in bonding. The toughness of U3Si2C2 is predicted to be better compared to U3Si2. Our theoretical investigation may help with the application of U3Si2C2-based fuel and the design of ternary uranium fuels.

Role Stress and Prosocial Service Behavior of Hotel Employees: A Moderated Mediation Model of Job Satisfaction and Social Support

Hotel employees’ positive behavior is prone to increase customer satisfaction, and thus, exploring the influencing mechanism of role stress on prosocial service behavior is critical to relieving their stress and improving service quality and hotel performance. This study aims to develop and test a moderated mediation model that links hotel employees’ role stress to prosocial service behavior. Based on the conservation of resources theory and job demands-resources model, this study suggests that the effect of role stress on prosocial service behavior is mediated by the level of job satisfaction, whereas the relationship between role stress and job satisfaction is moderated by social support. Data from 256 hotel employees in China largely support the hypotheses that role stress reduces job satisfaction, and that job dissatisfaction is related to low levels of prosocial service behavior. The data also show that job satisfaction partly mediates the relationship between role stress and prosocial service behavior, and social support weakens the relationship between role stress and job satisfaction. The results can help us understand the role of organization-level resources in the workplace and how role stress and job satisfaction affect prosocial service behavior.

DETERMINANT OF COFFE SHOP SERVICE QUALITY IN THE NEW NORMAL ERA, EMPIRICAL EVIDENCE FROM DENPASAR CITY

ABSTRAKPertambahan jumlah coffee shop di kota Denpasar dan keluhan terkait pelayanan coffee shoP di Kota Denpasar menjadi alasan penelitian ini dilakukan. Perbedaan tujuan mengunjungi coffee shop, melahirkan harapan yang berbeda. Memahami kemampuan pelayanan coffee shop dalam memenuhi harapan pengunjung merupakan tujuan penelitian ini. Pendekatan kualitas diterapkan untuk mengeksplorasi faktor-faktor mendasar persepsi kualitas pelayanan coffe shop di Kota Denpasar. Seratus pengunjung dilibatkan sebagai responden untuk mengukur kualitas pelayanan coffe shop. Hasil analisis Faktor menunjukkan bahwa Lingkungan pisik menyumbangkan variasi terhadap variasi kualitas yang terbesar, disusul oleh reliabilitas, kepastian, daya tanggap dan empati. Temuan penelitian ini merekomendasikan investor agar meletakkan perbaikan aspek pisik dalam prioritas utama, pemilihan lokasi yang strategis, kemudahan pembayaran, dan perhatian dan keramahan karyawan perlu ditingkatkan melalui pelatihan kompetensi untuk membangun sikap kerja yang sesuai. Kata Kunci: kualitas, lingkungan pisik pelayanan, keandalan, daya tanggap, kepastian , empati. ABSTRACTIncreasing number of coffee shop s operating during the Pandemy in Denpasar City is the main reason of the present study. There is number coffee shop s available, while on the other hand Government regulation limited operating hours and capacity utilization which insist them to manage product and service delivery properly to their prospective custumer. Preliminary study uncovered that some areas dont meet customer expectancy such as waiter service behavior and appearance. The present study objective is exploring the fundamental factors that construct the quality of coffe shop in Denpasar area based on data accumulated from 100 coffe shop visitos. The result confirmed that dimensions of tangibility, reliability , responsiveness; assurance and empathy significantly explained variance of coffee shop quality. The Implication of the research finding is that investor have to put physical aspect improvement on the first priority to build positive consumer quality perception, chose strategic location, employ non cash payment method, and keep on improving cleanliness as well as train the employees to internalize hospitality attitude properly. Keywords: physical evidence, reliability, responsiveness, assurance, and empathy.

The effect of paradoxical leadership on extra-role service in the hospitality industry

Purpose This study aims to examine the influence of paradoxical leadership (PLSH) on the extra-role service behavior of frontline employees. It analyzes not only direct but also indirect influence through mechanisms that improve the learning (self-improvement) and communication (voice) capabilities of hospitality employees. Design/methodology/approach Data were gathered through structured questionnaires administered to a sample of frontline employees from Spanish hotels. A structural equations model was used to evaluate the theoretical model proposed. Findings The results show both a direct positive effect of PLSH on extra-role service and a mediating effect of employees’ improvement-oriented behaviors on this relationship. These results support the idea that employees under paradoxical leaders seek both self-improvement and organizational improvement through their voice to provide guests with excellent service. Research limitations/implications The findings extend understanding of PLSH’s effects on the hospitality industry through its impact on extra-role service, an essential element of hotel success. Originality/value This study addresses the lack of research on hospitality leadership by analyzing the effects of PLSH on employees’ communication and learning behaviors, as well as on their extra-role service. The authors argue that some behaviors that help hotels compete (e.g. extra-role service) can have paradoxical implications for employees.

The relationship between ethical climate and nursing service behavior in public and private hospitals: a cross-sectional study in China

Background Workplace climate is a great significant element that has an impact on nurses’ behavior and practice; moreover, nurses’ service behavior contributes to the patients’ satisfaction and subsequently to the long-term success of hospitals. Few studies explore how different types of organizational ethical climate encourage nurses to engage in both in-role and extra-role service behaviors, especially in comparing the influencing process between public and private hospitals. This study aimed to compare the relationship between the five types of ethical climate and nurses’ in-role and extra-role service behaviors in public and private hospitals. Methods This study conducted a cross-sectional survey on 559 nurses from China in May 2019. The questionnaire was distributed to nurses by sending a web link via the mobile phone application WeChat through snowball sampling methods. All participants were investigated using the Ethical Climate Scale and Service Behavior Questionnaire. SPSS 22.0 was used for correlation analysis, t-test, and analysis of variance test, and Mplus 7.4 was used for group comparison (p < .05). Results The law and code climate has a much greater influence on nurses’ in-role service behavior in private hospitals than on that in public hospitals (β = − 0.277; CI 95 % = [-0.452, − 0.075]; p < .01), and the instrumental climate has a stronger influence on nurses’ extra-role service behavior private hospitals than on that in public hospitals (β = − 0.352; CI 95 % = [-0.651, − 0.056]; p < .05). Meanwhile, the rules climate has a greater effect on nurses’ extra-role service behavior in public hospitals than it does in private hospitals (β = 0.397; CI 95 % = [0.120, 0.651]; p < .01). Conclusions As the relationship between the five types of ethical climate and nurses’ in-role and extra-role service behaviors in public and private hospitals were different, the strategies used to foster and enhance the types of ethical climate are various from public to private hospitals. The caring and instrumental climate are the key to promote extra-role service behavior for nurses in private hospitals. And the independent climate has a great effect on extra-role service behaviors for nurses in public hospitals.