Title: The role of strategic human resource management (SHRM) impacting employee's performance through perceived organisational support in a manpower agency of international airlines at Chennai International Airport, Tamil Nadu, India - an empirical study

Authors: C. Colin Crispin; A. Vasumathi; R. Subashini

Addresses: VIT Business School, VIT University, Vellore, 632 014, Tamil Nadu, India ' VIT Business School, VIT University, Vellore, 632 014, Tamil Nadu, India ' VIT Business School, VIT University, Vellore, 632 014, Tamil Nadu, India

Abstract: Strategic human resource management is very important in order to gain competitive performance by utilising human resource of an organisation effectively. By considering the importance of SHRM on employees performance, this research was conducted. The study and analysis were carried out to find out the issues faced by customer service agents from the organisation. The study was conducted for 100 customer service agents of a manpower agency at Chennai International Airport. This study found that irrespective of designation, only 38 employees are willing to continue for one to two years in the company and 42 employees are willing to continue for two to seven years in the organisation. Senior customer service agents were not willing to continue in the organisation. Post graduate employees were less satisfied with salary, other perks, responsibilities within the organisation, appreciation, support, respect and honour received from the organisation.

Keywords: strategic HRM; human resource management; SHRM; employee satisfaction; issues; organisational goals; employee performance; manpower agencies; international airlines; India; case study; customer service agents; perceived support; organisational support.

DOI: 10.1504/IJSOM.2016.074057

International Journal of Services and Operations Management, 2016 Vol.23 No.2, pp.217 - 234

Received: 02 Sep 2014
Accepted: 11 Sep 2014
Published online: 04 Jan 2016 *

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