This paper is about service productivity and perceived service quality. Both a high service productivity and a high customer perceived quality are two main drivers of good performances in service companies and they simultaneously occur as a consequence of a synergy of several drivers such as...

Organisations in the current economic climate might conclude incorrectly that being hard and even abusive to employees will serve a useful purpose. However, we will argue that organisations that will survive the current economic turbulence are those that follow ethical principles by managing...

The objective of this paper is to examine the association between Total Quality Management (TQM) practices and service quality in Malaysia's commercial banking industry. This study is based on empirical data collected from a survey of 101 middle management employees of 20 commercial banks in...

The purpose of this study was to examine the impact of Human Resource Management (HRM) on organisational performance. This study addressed two measurement challenges suggested by human resource researchers: collecting data separately for managerial and non-managerial employee groups and testing...

Purpose – Human development is the most modern development approach. However, the proposed human development indexes for implementation of Islamic human resource management (HRM) do not suffice to realize the Islamic developed society. The purpose of this paper is to investigate the...

South Asian organizations in countries like Bangladesh, India, Pakistan, and Sri Lanka are trying to professionalize management practices in recent years. Inspite of such efforts, employees indiscipline, politicised labor unions, low individual productivity, and unsatisfactory enterprise...

The HRM-performance linkage often invokes an assumption of increased employee commitment to the organization and other positive effects of a motivational type. We present a theoretical framework in which motivational effects of HRM are conditional on its intensity, utilizing especially the idea...

"Adopting a dynamic perspective, this paper investigates age-related staffing patterns in German establishments and their effect on innovative performance. First, we investigate how establishments achieve the necessary workforce rejuvenation - from the inflow of younger or from outflows of older...

"In this article we present the interdisciplinary, developmental and systemic approach to the study of work and aging that guides research at the Jacobs Center on Lifelong Learning and Institutional Development (JCLL). We introduce basic principles of adult development including its plasticity,...