文章基本信息

标题：The Influence of HRM Practices and Environmental Factors on Job Performance of Internal Customers of Call Centre Industry
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作者：Yoshifumi Harada ; Thishvan Sendera ; Ndanusa Mohammed Manzuma-Ndaaba 等
期刊名称：Academic Journal of Business, Administration, Law and Social Sciences
印刷版ISSN：2410-3918
电子版ISSN：2410-8693
出版年度：2018
卷号：4
期号：1
页码：92-108
出版社：IIPCCL
摘要：Environmental factors has being responsible for job performance of employees otherwisecalled internal customers in many sector, however little studies integrated these factors withHuman Resource Management (HRM). Specifically, this study aimed at applying these factorsto volatile customer centric industry called the call centre. This is one industry that has all herindices and performances rated from the perception of customer. The study applied multipleregressions and spearman’s ranking order to analyze the data, the result shows significantcontribution to both theory and practice. This study affirmed that there exist a positiverelationship between job performance of internal customers of call centre and training,incentive, goal setting and environmental factors as empirically justified by the findings.
关键词：Internal customer of organization; call centre; HRM practices; Environmental;factors; Job performance