...PART 1607: UNIFORM GUIDELINES ON EMPLOYEE SELECTION PROCEDURES (1978). : Technical Standards...
Excellent customer service is the ability of an organization to consistently exceed the customers' expectations. In order for employees to give superior customer service, the right skills, attitudes, and personality traits must be in place. It is imperative for recruiters to select the best talent to fit each job requirement. If an organization is to strategically compete in today's global village, they have to differentiate themselves from their competitors, and this important factor starts with the quality of their employee selection. Organizations have to recognize that every aspect of their business has an impact on customer service, even the recruitment exercise. The purpose of this paper is to not only to define the Big Five Personality Factors (extroversion, openness to experienc...
...PART 1607: UNIFORM GUIDELINES ON EMPLOYEE SELECTION PROCEDURES (1978). : Documentation of Im...
The aim of this article is to review the concept of customer service and the importance of employee selection to deliver the desired level of customer service as a differentiating strategy. The emphasis is on four areas of interest that directly affect the relationship between customer care, and its delivery through those individuals charged with the delicate task of dealing directly with the customer. These areas are: personality traits, human resources practices and metrics, cultural differences and customer satisfaction. The article provides a review of common hiring practices and measures proposed performance as well as actual results. The purpose here is to perform a cost/benefit analysis that justifies, or not, the ever increasing importance of human resource departments, as well ...
...PART 1607: UNIFORM GUIDELINES ON EMPLOYEE SELECTION PROCEDURES (1978). : General Principles....
This study investigates how organizations can improve employee safety by examining the association Human Resource (HR) safety practices (selection, training, evaluations, compensation) have with employee injuries. Top and operational-level managers at forty-eight organizations completed a survey regarding their safety-related HR practices and provided organizational injury records for the past five years. The findings of this study contribute to the study of safety, by identifying HR safety practices (individual compensation, group compensation, previous work experience, and drug-testing) that have a positive association with reduced organizational-level injuries.
...PART 1607: UNIFORM GUIDELINES ON EMPLOYEE SELECTION PROCEDURES (1978). : Definitions. 1607....
This paper sets out to explain the significance of customer service in organizations and elaborates on the intricate role human resource managers' play in acquiring, developing and retaining assets, which can deploy this culture efficiently and effectively. Due to severe and challenging competition in product driven markets, companies are resorting to customer service as a means to achieve differentiation and competitive advantage. Customer satisfaction builds long term loyal relationships which flows directly to the bottom line; either by purchase frequency or by price increase tolerance. The delivery of quality and tailored customer service relies heavily on the personality, training and motivation of the employees whose responsibility is to build customer loyalty. Human resource mana...
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