Hazman Shah Abdullah

Emotional Intelligence, Emotional Labour and Work Effectiveness in Service Organisations: A Proposed Model

The paper draws together literature on emotional intelligence (EI) and emotional labour (EL) and examines its influence on work effectiveness (WQ) in different business settings; professional service, service shop and mass service. In professional service, it is proposed that EI is important in assisting employees to achieve highly in five facets of WQ; job role, career role, innovator role, team role and organisation role. In service shop, the influence of EI is moderate but the role of EL is increasingly important. In mass service, EI does not significantly contribute to high WQ instead EL plays its effective role in promising WQ. Therefore, the role of emotional intelligence and emotional labour in influencing service quality is dependent on the type of service organisations.

The fit between organisational structure, management orientation, knowledge orientation, and the values of ISO 9000 standard: A conceptual analysis

Purpose – The purpose of this conceptual paper is to examine the fit between values underpinning the ISO 9000 standard and selected managerial and organisational factors.Design/methodology/approach – The study is a conceptual one relying on the literature on the selected strategic factors and also the standard. The values of institutionalisation, explicitation, systematisation, delineation and Taylorisation underpinning ISO 9000 standards were distilled from the origin and the principles of ISO 9000 and the ISO 9000 certification practices. The values are juxtapositioned with the imperatives of control and creativity, knowledge management and organisational structure to understand the consequent synergism or tension.Findings – It is postulated that the more mechanistic and explicit knowledge based organisations will enjoy ISO 9000 certification while the more organic and tacit knowledge based organisations will experience tensions arising from lack of fit. Hence, conceptually, the standard will work best ...

Incidence and antecedents of presenteeism: The case of a federal government ministry in Malaysia

Human resource practices are focused on getting employees to be at the workplace. Absenteeism is disliked. But presenteeism - being at work when unwell is a silent and growing phenomenon that eats away at productivity. This study examined the incidence of presenteeism and 3 postulated predictors - HR policies, Organisational Commitment and Job Demands in one federal ministry involving 292 mostly middle level officers. Moderated hierarchical regression produced a significant but small effect (R2=.10) on presenteeism. Organisational Commitment was the only significant negative predictor while the effect of Job Demand was moderated by Job Security. Better modeling of organisational practices is needed to unveil the antecedents of presenteeism in Malaysia.

Assessing the Moderating Effect of Competition Intensity on HRM Practices and Organizational Performance Link: The Experience of Malaysian R&D Companies

Abstract Nowadays, firms in R&D sector face many challenges in enhancing performance. To perform, these firms need to develop strong internal workforce to address increasing environmental challenges. Based on the contingency theory, this paper examined the moderating effect of competition intensity on the relationship between human resource management (HRM) practices and organizational performance. Using data from 64 R&D companies, the hierarchical regression analysis however failed to show significant moderating effect of competition intensity on such relationship. Several plausible causes are discussed. Given that, this study offers good insights about the practice of HRM in this sector

Citizen Relationship Management: The influence of justice perceptions and service recovery satisfaction on trust in government: An empirical investigation of Malaysian local authorities

Service recovery systems (SRS) play a crucial role within Citizen Relationship Management in dealing with disgruntled citizens in the public sector given the absence of exit options. The paper reports on a survey of 1696 citizens who complained to their local authorities in Selangor, a state in the federation of Malaysia. The public perception of the justice attributes of their local authority service recovery system is poor. This perception results in low recovery satisfaction and in turn, leads to low trust. To restore public trust in government, service recovery systems must be perceived to be just and friendly by the complainants.