The impact of high-performance work systems on Service Quality in the Telecom Industry of Oman

• Autorzy: Sawant Kiran , Pise Atul

Identyfikatory

DOI

10.17512/pjms.2021.24.1.20

Warianty tytułu

PL

Wpływ wysokowydajnych systemów pracy na jakość usług w branży telekomunikacyjnej Omanu

• Języki publikacji: EN

Abstrakty

EN

The study aims to examine the relationship between two interdisciplinary models, viz. Guest High-Performance Work Systems (HPWS) model and Service Quality model. The attempt has been made for the very first time to study the integration of these two models and their outcome in the Telecom Industry at Sultanate of Oman. The interdisciplinary study integrates the HPWS factors viz. Employee motivation, Employee Commitment, Employee competency and opportunities to contribute to the overall Service Quality in the Telecom Industry of Oman. The data were obtained from randomly selected 300 Customer Care Executives working in the telecom companies and 300 customers using telecom services in Oman. The result of this study suggests that the integration of these two models exhibits a very strong positive correlation between HPWS and Service Quality provided to the customers in the Omani telecom industry. The HPWS components of Guest(2006b) model: viz. Employee competence, employee commitment, motivation and opportunity to contribute have a significant positive impact on overall service quality delivered by Customer Care Executives working in Telecom Companies in Oman. The findings of this paper will present an opportunity to telecom companies and managers to develop and implement Highperformance work practices for effective delivery of Service quality to customers of Telecom companies in Oman.

PL

Celem pracy jest zbadanie związku między dwoma modelami interdyscyplinarnymi, a mianowicie. Model gościnnych wysokowydajnych systemów pracy (HPWS) i model jakości usług. Po raz pierwszy podjęto próbę zbadania integracji tych dwóch modeli i ich wyników w branży telekomunikacyjnej w Sułtanacie Omanu. Interdyscyplinarne badanie integruje czynniki HPWS, mianowicie. Motywacja pracowników, zaangażowanie pracowników, kompetencje pracowników i możliwości przyczynienia się do ogólnej jakości usług w branży telekomunikacyjnej Omanu. Dane zostały pozyskane od losowo wybranych 300 Kierowników Obsługi Klienta pracujących w firmach telekomunikacyjnych oraz 300 klientów korzystających z usług telekomunikacyjnych w Omanie. Wynik tego badania sugeruje, że integracja tych dwóch modeli wykazuje bardzo silną pozytywną korelację między HPWS a jakością usług świadczonych klientom z branży telekomunikacyjnej w Omanii. Komponenty HPWS modelu Guest(2006b): mianowicie. Kompetencje pracowników, zaangażowanie pracowników, motywacja i możliwość wniesienia wkładu mają znaczący pozytywny wpływ na ogólną jakość usług świadczonych przez kierowników ds. obsługi klienta pracujących w firmach telekomunikacyjnych w Omanie. Wnioski z tego artykułu będą okazją dla firm telekomunikacyjnych i menedżerów do opracowania i wdrożenia wysokowydajnych praktyk pracy w celu efektywnego dostarczania jakości usług klientom firm telekomunikacyjnych w Omanie.

Słowa kluczowe

EN

high performance work systems; service quality; employee commitment; employee competences

PL

wysokowydajne systemy pracy; jakość obsługi; zaangażowanie pracownika; kompetencje pracownika

• Wydawca: Czestochowa University of Technology
• Czasopismo: Polish Journal of Management Studies
• Rocznik: 2021
• Tom: Vol. 24, No. 1
• Strony: 337--353
• Opis fizyczny: Bibliogr. 35 poz., tab.

Twórcy

autor

Sawant Kiran

• Majan University College, Faculty of Business Management, Muscat, Sultanate of Oman

autor

Pise Atul

• Indira Institute of Management, Faculty of Management, Pune India

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