Customer-oriented HRM Practices: A Review and Reflections

The objective of this review is to identify and explore customer-oriented human resource management practices of organizations based on the existing literature and reflections. It is widely acknowledged that there is a need to expand the existing body of literature on human resource management (HRM) and customer satisfaction regarding the functions of HRM. The review of the literature indicates that previous studies predominantly concentrated on a limited number of HRM functions, namelytraining and development, performance management, and reward management when examining the integration of HRM with customer satisfaction. However, it is important to realize that HRM possesses a broader range of possibilities and opportunities for enhancing customer satisfaction within an organizational framework. Hence, this review incorporates diverse functions of HRM to explore the respective customer-oriented HRM practices under those functions. The findings of the review have identified and highlighted several customer-oriented HRM practices under the 12 functions of HRM such as job design, job analysis, human resource planning, recruitment, selection, induction, performance management, training and development, reward management, discipline management, health and safety management and employee relations. Further, identified customer-oriented HRM practices were categorized as customer-oriented competence and attitude-building practices, customer-oriented motivation-enhancing practices and customer-oriented employee involvement practices by using the lens of Ability-Motivation and Opportunity (AMO) theory. Key Words: Customer Orientation, Customer Satisfaction, Human Resource Management, Practice

Mediated Mediation Model to Examine the Nexus among Entrepreneurship Skills, Entrepreneurship Attitude, Entrepreneurship Intention and Start-up Preparation of the Undergraduates in the Selected Universities in Sri Lanka

This study investigates the relationships among entrepreneurship skills, entrepreneurship attitude, entrepreneurship intention, and start-up preparation. Researchers have designed a conceptual model and constructed hypotheses tested using structural equation modelling based on data collected from undergraduates in selected state universities in Sri Lanka.  The findings of the study revealed that there are positive and significant relationships that exist among the study variables. Further, the relationship between entrepreneurship skills and start-up preparation is mediated by entrepreneurship attitude and entrepreneurship intention. Similarly, entrepreneurship intention mediates the relationship between entrepreneurship attitude and start-up preparation. The study contributes to the theoretical and empirical development of a model to explain and open the black box on the relationships among entrepreneurship skills, entrepreneurship attitude, and entrepreneurship intention and start-up preparation. Keywords: Skills, Intention, Attitude, Start-Up Preparation, Entrepreneurship, University, Sri Lank

Work-Life Balance and Organizational Performance: The Mediating Role of Organizational Citizenship Behavior

Previous studies rarely examined the relationships among work-life balance, organizational citizenship behavior (OCB) and organizational performance. Moreover, most studies neglect the mediating effect of OCB in the relationship between work-life balance and organizational performance. Hence, this paper aims to examine the relationships among work-life balance, OCB and organizational performance and the mediating effect of OCB in the relationship between work-life balance and organizational performance. In order to achieve the study objectives, primary data were collected from 166 employees in selected private banks which are operating in Batticaloa district of Sri Lanka. The simple mediation analysis was used to test the research model. Findings of the study revealed that, there are positive and significant relationships exist among the study variables. Moreover, empirical finding of the study indicated that OCB mediates the relationship between work-life balance and organizational performance. The empirical findings of the study support the theoretical argument of the study. The current study is considered to be vital in understanding the empirical knowledge regarding the relationships among work-life balance, organizational citizenship behavior (OCB) and organizational performance

Green Manufacturing Practices and Sustainable Performance of Organization in Selected Manufacturing Companies in Kegalle District of Sri Lanka

This study aims to examine the impact of green manufacturing practices on sustainable performance of organization. In order to achieve the study objective, primary data were collected through a questionnaire-based survey among 70 manufacturing companies which are operating in Kegalle district of Sri Lanka. This study has used the convenience sampling (availability sampling) method and the unit of analysis was individual firms. The simple regression analysis was used to test the research model. The findings of the study revealed that there is a moderate level of green manufacturing practices implemented in the selected manufacturing companies and sustainable performance of surveyed companies was recorded at in moderate level. And the findings of the study also suggested that green manufacturing practices have a significant and positive impact on sustainable performance of organization. This study suggested that manufacturing organizations need to focus more on the implementation of green manufacturing practices to ensure organizational sustainability.    Keywords: Green manufacturing, sustainable performance, Sri Lank

The Relationships among Environmental Training, Environmental Attitude of Employee, Environmental Behavior of Employee and Environmental Orientation of Organization: A Review of Literature

AbstractThis paper reviews the relationships among environmental training, environmental attitude of employee, environmental behavior of employee and environmental orientation of organization. In order to achieve the review objectives, a systematic review of literature was conducted by using an archival method. This review process has used more than 70 research papers which are relevant to reviewed concepts. Findings of the review suggest that there are positive relationships among the reviewed concepts. Further, the relationship between environmental training (independent variable-IV) and environmental orientation of organization (dependent variable-DV) is mediated by environmental attitude of employee (mediating variable-M1). Similarly, environmental behavior of employee (mediating variable-M2) mediates the relationship between environmental training and environmental orientation of organization. Moreover, the environmental attitude of employee (M1) and environmental behavior of employee (M2) sequentially mediate the relationship between the environmental training and environmental orientation of organization (IV M1 M2  DV). Finally, this review proposes a three path mediation model which is useful to test and understand the relationships among the reviewed concepts empirically in the future.Keywords: Environmental Attitude of Employee, Environmental Behavior of Employee, Environmental Orientation of Organization, Environmental Training

The Mediating Effects of Entrepreneurship Intention on the Relationship between Perceived Behavior Control and Start-up preparation

Recent days, entrepreneurial development has become an extremely vital factor and it is considered as a key feature of economic development through contributing to reduce the unemployment rate, inequality, and poverty. In Sri Lankan context, entrepreneurs have become the seeds of development to provide greater opportunities, increase per capita income and revenue to the Government by the way of taxes and other levies. Despite its importance, Sri Lankan Government employs several entrepreneurial development programmes to enhance the entrepreneurship intention and behaviors among the university students. In this context universities focus more on delivering the entrepreneurial education programmes to the undergraduate and postgraduate students to transform them as the entrepreneurs who can contribute the economic prosperity of the country. However, reviewed literature reveals that how entrepreneurship intention mediates the relationship between perceived behavioral control and start-up preparation has not been empirically tested in Sri Lankan context. Hence, this paper aims to examine the relationships among perceived behavioral control, entrepreneurship intention and start-up preparation and the mediating effect of entrepreneurship intention on the relationship between perceived behavioral control and start-up preparation. In order to achieve the study objectives, primary data were collected from 60 postgraduates from a selected state university in Sri Lanka. The simple mediation analysis was used to test the research model. Findings of the study revealed that, there are positive and significant relationships exist among the study variables. Moreover, empirical finding of the study indicated that entrepreneurship intention mediates the relationship between perceived behavioral control and start-up preparation. The current study is considered to be vital in understanding the empirical knowledge regarding the relationships among perceived behavioral control, entrepreneurship intention and start-up preparation. Keywords: Perceived behavioral control, Entrepreneurship intention, Start-up preparation, Theory of planned behavior, Sri Lank

Customer-oriented HRM, Employee Attitude about Customers, and Employees’ Customer Orientation: A Mediation Analysis

Employees’ customer orientation is critical for increasing customer satisfaction which is a strategic goal of any business organization that needs survival and growth. There are no theoretical argument and empirical evidence with regardto the mediating effect of employee attitude about customers on the relationship between customer-oriented Human Resource Management (HRM) and employees’ customer orientation. An empirical study was carried out to examine the relationships among customer-oriented HRM, employees’ customer orientation and employee attitude about customers by adopting asurvey to 60 managers from hotels operating in the Trincomalee district of Sri Lanka. The findings revealed significant and positive relationships among the three variables under the study and that employee attitude about customers is a partial mediator in the linkage between customer-oriented HRM and employees’ customer orientation.   Key Words: Customer-oriented HRM, Employee Attitude about Customers, Employees’ Customer Orientation, Sri Lank

Human Resource Factors and Environmental Performance of Selected ISO 14001 Certified Manufacturing Firms in Seethawaka Export Processing Zone in Sri Lanka

Recent days, organizations use human resource management (HRM) practices to accelerate the environmental performance of organizations. Hence, there are lacunas in empirical studies undertaken in Sri Lankan context regarding the relationship between HR factors and environmental performance of organizations. This study was conducted in order to fulfil this empirical knowledge gap. Hence, the objective of this study is to examine the relationship between HR factors and environmental performance of organizations. In order to achieve the study objective, primary data were collected from 165 employees of selected manufacturingorganizations in Seethawaka Export Processing Zone in Sri Lanka and the structured questionnaire was administered to collect the data. The data were analyzed by using univariate and bivariate analyses. The findings of the study revealed that HR factors have a positive and significant relationship with environmental performance of organizations in overall. The findings of this study are useful in further enlarging and enriching applications of these concepts in practice.Key Words: Environmental Performance, Green HRM, Manufacturing Firms, Sri Lank