Front-end Employees Research Articles

Front Administration: An Indispensable Unit of Hospital

The proposed study is an attempt to understand the linkage between the satisfaction level of the front-end employees and satisfaction level of the patients and attendants visiting the hospital for their IPD treatment. The study was executed in a three hundred bedded multispecialty hospital in Ludhiana. The study is highly significant as front administration plays a pivotal role in soothing the journey of the patients and leaves an indelible mark right from the registration counter to the admission, during their treatment and discharge. An integrated questionnaire was used in conducting the study. During the field plan of twenty days, hundred IPD patients were interviewed with simple random method. The next facet of study, twenty five front administration employees ranging from front office attendant, front office nurses and technicians were interviewed. The current study results revealed no significant relationship of satisfaction level of front end administration staff with satisfaction level of patients.

Factors affecting turnover intentions in the Indian retail industry

This study is one of the initial attempts to investigate turnover intentions among front-end employees in the Indian retail industry. It aims to investigate the impact of organisational factors, including job satisfaction, organisational commitment, work stress, work environment and realistic job information on intention to quit. A questionnaire-based survey approach is used. A total of 297 responses were collected from frontend workers employed in the Indian retail sector. To identify the strength of the relationships data were analysed using structural equation modelling. Results indicated that intention to quit among front-end employees is influenced by work-related stress, organisational commitment, realistic job information, work environment and job satisfaction. Job satisfaction and realistic job information were also found to have significant positive impact on organisational commitment. Limitations, managerial implications and scope of the future work are discussed.

Retail blues in black and white: an emerging market context

Purpose Research investigating turnover intention among frontline employees in the Indian retail industry is scarce. The purpose of this paper is to explore factors affecting withdrawal cognitions among front-end retail employees in India. Design/methodology/approach Semi-structured interviews were conducted to explore the factors responsible for developing turnover intentions among the front-end employees. Data were analyzed using the ground theory approach. Findings Qualitative investigation revealed nine factors (abusive supervision, favoritism, perceived job image, insufficient pay, work exhaustion, perceived unethical climate, organization culture shock, staff shortage and job dissatisfaction) are responsible for developing turnover intention among front-end employees in the Indian retail industry. Originality/value The study uncovers antecedents of turnover intention among front-end employees in the relatively neglected Indian retail sector through a qualitative technique. Theoretical contributions, managerial implications, limitations and direction for future research are discussed.

Communicating sustainability across the hierarchy of the organisation: a framework for the Indian ITeS sector

In today's world of resource scarcity the concept of sustainable development or sustainability is being inculcated in the national-level decision- and policy-making, though we have miles to go. Recently published report of India on Millennium Development Goals (MDG) warrants this condition. The reasons behind this moderate progress may be many. One of the possible reasons may be the unawareness or poor knowledge of the employees especially the front-end employees about sustainability aspect, be it private sector or public sector or fully government sector. Keeping this concept at the centre, this paper argues about the significance of making employees aware about sustainability practices across entire functional hierarchy. Methodology used is causal analysis and mathematical formulation approach. Paper concludes with a conceptual framework which encourages the spread of sustainable awareness across functional hierarchy. The peculiarity of this framework is that advocates about linkage with the employees' appraisal system for greater success.

Devising retention strategy for front-end employees in retail: an application of analytic hierarchy process

Devising retention strategy for front-end employees in retail: an application of analytic hierarchy process

Devising retention strategy for front-end employees in retail: an application of analytic hierarchy process

Despite decades of studies employee turnover still remains one of the major issues in the retail industry. As higher attrition continues to lead to loss of talented employees, retail organisations are trying to figure out strategies to cope with the problem and contain the higher administrative cost that they have to incur. Focusing on developing retention strategies is thus the need of the hour in an industry that is facing high employee turnover. But the basic issue is to identify the reasons so that effective retention strategies can be formulated. The present paper is an attempt to identify the factors that may contribute to retention of retail employees. Analytic Hierarchy Process has been applied to test the retention elements. The hierarchical model consists of three criteria (work environment, managers, and employees), seven sub-criteria (autonomy, socialisation, fairness, support, behaviour, attitude, and capability) and three alternatives (management by objective, engagement and management by instruction). Findings of the study reveal that management by objectives rank first, followed by engagement and management by instruction in explaining retention. In addition, weights of criteria and sub-criteria exhibit the importance of other decision elements (autonomy, socialisation, and managers support) in achieving retention.

Empirical Study on Role of Customer Service in Delivering Satisfaction at Branded Retail Outlets in Pune

The aim of the paper is to determine the prominent factors that are important in delivering customer satisfaction at branded retail outlets in Pune. Secondary data has been collected through research reports and research journals related to human resource and retailing. Primary data is being collected through informal interviews and structured questionnaires administered to front end employees and customers visiting selected retail formats in Pune and Mumbai. Data was collected through a structured questionnaire administered to 200 respondents who visited the malls in the two cities. Factor analysis was carried out to analyse the data. The results indicated that caring, problem solving, committed and helpful salesmen play an important role in delivering customer satisfaction. Hence salesmen skills is important dor customer satisfaction. The research will help retailers in designing marketing programs that will help give superior customer service. Good service leads to customer satisfaction and retention and profits for the retailers. This will also help the retailers to have a loyal customer base.

Entry-Level Supermarket Employees Satisfaction with Their Work

This study investigates whether or not significant differences exist in the employees' satisfaction with the kind of work that they do between entry-level supermarket personnel in three separate departments. Although an established measure indicated that no significant difference was found among the three, further analysis indicated that significant differences existed between the groups regarding their views of the type of work that they did. Deli employees tended to be pleased with the type of their work, while front-end employees indicated much displeasure with the nature of the work that they do. Views of produce department employees tended to consistently fall between the extremes established by the other two departments. The results indicate the important role that the first-line supervisor plays in entry-level employees' satisfaction with their work.