The effect of human resource management (HRM) practices in service-oriented organizational citizenship behaviour (OCB): Case of telecommunications and internet service providers in Malaysia

In the human resource management-organizational performance research context, this paper is focusing on the effect of Human Resource Management (HRM) practices (pay practice, job security, training and development, supervisor support) on service-oriented Organizational Citizenship Behaviour (OCB) in Malaysian telecommunication and internet service providers. A quantitative study was conducted on 204 customer-contact employees who working in telecommunications and internet service providers in Malaysia. Correlation analysis and multiple regression analysis were applied to analyse the relationships between HRM practices and service-oriented OCB. The results indicate that, job security, training and development, supervisor support and overall perceptions of HRM practices have positive and significant effect on service-oriented OCB with the exception for pay practice

The influence of human resource management (HRM) practices on service-oriented organizational citizenship behaviours (OCB): an explanatory sequential study

Nowadays, the utilisation of human resource management (HRM) practices is widely believed to influence employee organisational citizenship behaviour (OCB). However, there is lack of understanding on the mechanisms that relate HRM practices and service-oriented OCB, which is referred to as the “black box” in the context of telecommunications and Internet service-oriented organizations in Malaysia. Drawing on social exchange theory and ERG theory, this study discovered the mediating effect of employee job satisfaction on the relation between HRM practices and service-oriented OCB. Moreover, by integrating indirect relation with the theory of work adjustment, this study suggested that the proposed indirect relation between HRM practices and service-oriented OCB was stronger when person-organisation (PO) fit was implemented into the organisation. Therefore, this study also discovered the moderated mediation effect whereby PO fit moderated the strength of the mediated relation between HRM practices and service-oriented OCB via employee job satisfaction. This study adopted the explanatory sequential method to provide a deeper understanding of the research questions. The study started with the collection and analysis of quantitative data, and followed by collection and analysis of qualitative data. For quantitative study, a total of 204 self-administered questionnaires were collected from customer-contact employees who is working in telecommunication and Internet service providers in Malaysia. The mediation and moderated mediated hypotheses were analysed by PROCESS SPSS technique by using SPSS (Statistical Package for the Social Sciences) software. For the qualitative study, semi-structured interviews were conducted with 20 customer-contact employees who had initially participated in the quantitative study. In this study, thematic analysis was used to analyse the semi-structured interview data. The quantitative results showed that employee job satisfaction mediated the relation between HRM practices and service-oriented OCB organisations. Further, quantitative results of study also showed that the perceived PO fit moderated the strength of indirect relation between HRM practices (pay practice, employee security, and supervisor support) and service-oriented OCB via employee job satisfaction. Qualitative results of this study helped to validate the statistical analysis findings by identifying in what way employee satisfaction and employee expectation of HRM practices were affected by different factors. Finally, this study makes theoretical, methodological and practical contributions to the research on the influence of HRM practices on service-oriented OCB

Flying and midface fractures: the truth is out there

There are no clear, evidence-based guidelines that dictate when it is safe for a patient to fly after sustaining a midface fracture. From January 2006 to December 2009, the Royal Darwin Hospital Maxillofacial Unit had 48 out of 201 patients with an orbital fracture that involved a paranasal air sinus transported by a variety of aircraft to the unit for definitive management. No orbital complications were recorded for the 24% of patients requiring air travel to our tertiary referral centre. Furthermore, there were no recorded deviations from the standard flight plan. We believe that this demonstrates there are no absolute contraindications to flying on a variety of aircraft with a midface fracture, but clinical assessment remains crucial for an informed decision to transport these patients by air