Employee Service Behaviour and Human Resources Management Practices

The study aims to explain the relationship between specific HRM practices and employee service behaviour by determining the influence on each other. Specific HRM practices were identified as recruitment/selection, performance appraisal and compensation/benefit; and employee service behaviours were defined as extra-role service behaviour and role-prescribed service behaviour. Than attention was given how those practices influence specific service behaviours. The study design was exploratory and mix method approaches were adopted for data collection by conducting semi-structured interviews and questionnaires among the restaurant managers and the frontline employees who were the working in the Irish Hospitality Industry. The findings showed that the HRM practices are significantly positively related to employee service behaviours and performance appraisal has the maximum influence. The study provides the evidence to the HR managers that HRM practices should be given adequate attention and also should be practiced in a fair way so that employees feel justified and could provide the best of their services for the benefit of the organization.

Autorentext

Mr. Nuruzzaman is currently working as Research Associate and Teaching Fellow for the course Health System Management at James P Grant School of Public Health, BRAC University. He has special interest in health systems research with particular focus on human resources.