Employee perceptions about HR practices can lead to customer satisfaction
08/20/2008
Research from the ILR
School at Cornell shows both positive and negative implications can stem from employees' subjective perceptions of management’s human resource practices. When employees attribute that management cares about service or product quality, there is a sense of well-being that translates into positive attitudes, but when there is a belief that management is intent on cost cutting or employee exploitation negative attitudes are associated. In addition, individual attitudes are shared within work units and their cumulative total can lead to group-level satisfaction and commitment leading to helping behaviors and enhanced unit performance and, ultimately, to customer satisfaction.
Although uniform HR practices within an organization may be
perceived differently and result in different outcomes, researchers found that
clear communication about the reasons underlying the HR practices is important,
especially for new hires. The bottom
line: the effect of HR practices depends
on the meanings employees attach to them. Read more…
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