Vol.02, No.02 - 2014http://dr.lib.sjp.ac.lk/handle/123456789/37022024-03-28T22:05:34Z2024-03-28T22:05:34ZImpact of Job Stress on Work Performance of Customer Service Employees in Selected Four Star Hotels in Sri LankaRanathunga, T.K.http://dr.lib.sjp.ac.lk/handle/123456789/37062022-02-24T05:36:14Z2014-01-01T00:00:00ZImpact of Job Stress on Work Performance of Customer Service Employees in Selected Four Star Hotels in Sri Lanka
Ranathunga, T.K.
Area of the Study
This research is mainly focused on the job stress and work performance of customer service
employees in selected four stars hotels in Sri Lanka.
Problem of the Study
This research study attempts to explore the relationship between stress and work performance of
customer service employees in selected four stars hotels in Sri Lanka. Thus, the research problem of
this study is; “Does the job relate stress has an impact on work performance of customer service
employees in selected four stars hotels.
Method of the Study
The data were collected from a randomly selected sample of 40 customer service employees in
selected four stars hotels in the Central Province and used a structured questionnaire, which
indicate the statements of stress and work performance with 5 points Likert scale and used personal
interviews. The data was analyzed using SPSS computer package and it included the univariate and
bivariate analyses.
Findings of the Study
According to the empirical evidence of this study, it is found that there is a positive relationship
between job stress and work performance of customer service employees in selected hotels. It
indicates the stress level of customer service employees positively contributes to the level of
performance.
Conclusion of the Study
Although there is a positive relationship between job stress and work performance of customer
service employees in selected four stars hotels the level of stress of customer service employees is in
high. Thus, some programs for reducing the level of stress of customer service employees in stars
hotels can be recommended. Also a good relationship should be maintained with employees in this
hotel.
2014-01-01T00:00:00ZEmotional Labour and Job satisfaction A Case Study on Bank Tellers in Sri LankaHimanthi, P.W.U.Arachchige, B.J.H.http://dr.lib.sjp.ac.lk/handle/123456789/37052022-02-24T05:36:14Z2014-01-01T00:00:00ZEmotional Labour and Job satisfaction A Case Study on Bank Tellers in Sri Lanka
Himanthi, P.W.U.; Arachchige, B.J.H.
Area of the Study
As a significant determinant of performing emotional labour in service sector, this study is to discuss
the relationship between emotional labour and job satisfaction of bank tellers in Sri Lanka.
Problem of the Study
This study attempts to explore the relationship between job satisfaction and emotional labour of bank
tellers in Sri Lanka. The research problem of this study: is there a relationship between job
satisfaction and emotional labour (surface acting and deep acting) of bank tellers in Sri Lanka?
Method of the Study
The data were collected from a randomly selected sample of 92 bank tellers within the Western
province by administrating a structured questionnaire, which consisted of 46 questions/statements
with 7 points scale. The data analysis included the univariate, bivariate and multiple regression
analysis.
Findings of the Study
The findings of the study are that emotional labour, surface acting and deep acting are positively
correlated with job satisfaction. Both emotional labour and surface acting have a week positive
relationship with job satisfaction and deep acting has a moderate positive relationship with job
satisfaction. As per the multiple regression analysis, deep acting has a greater impact on job
satisfaction than surface acting.
Conclusion of the Study
Study found that there is a weak positive relationship between emotional labour and job satisfaction.
2014-01-01T00:00:00ZImpact of Work Values on Job Involvement and Organizational Commitment of Non- Executive Employees in the Apparel Industry in Sri LankaDabare, A.U.HSajeevanie, T.http://dr.lib.sjp.ac.lk/handle/123456789/37042022-02-24T05:36:15Z2014-01-01T00:00:00ZImpact of Work Values on Job Involvement and Organizational Commitment of Non- Executive Employees in the Apparel Industry in Sri Lanka
Dabare, A.U.H; Sajeevanie, T.
Area of the Study
This study mainly focuses on discussing the impact of work values on job involvement and
organizational commitment of non-executive employees in the apparel industry in Sri Lanka.
Problem of the Study
The research problem addressed under this study is to investigate the relationship between work
values, job involvement and organizational commitment of non-executive employees in the apparel
industry in Sri Lanka.
Method of the Study
The data were collected from a randomly selected sample of 100 non – executive employees in the
apparel industry by using a structured questionnaire, which consisted of 41 questions/statements
with a 5 point scale. The data analysis included the univariate, bivariate, and multivariate analyses.
Findings of the Study
The results of the study emphasize that there is a positive relationship between work values and job
involvement, work values and organizational commitment, job involvement and organizational
commitment of non-executive employees in the apparel industry in Sri Lanka. In addition, the
findings proved that job involvement mediates any relationship between work values and
organizational commitment of non-executives. As per the multiple regression analysis, work values
and job involvement have 60.5% impact on organizational commitment of non-executive employees
jointly.
Conclusion of the Study
It is concluded that both work values and job involvement are significant predictors of
organizational commitment and both can be used to enhance the level of organizational commitment
of non-executive employees in the apparel industry in Sri Lanka. However, work values a have high
impact on organizational commitment with compared to job involvement.
2014-01-01T00:00:00ZThe Impact of High Performance Work Systems on Organizational Performance A Study of the Fast Moving Consumer Goods Sector in Sri LankaJayantha, P.K.J.http://dr.lib.sjp.ac.lk/handle/123456789/37032022-02-24T05:36:14Z2014-01-01T00:00:00ZThe Impact of High Performance Work Systems on Organizational Performance A Study of the Fast Moving Consumer Goods Sector in Sri Lanka
Jayantha, P.K.J.
Area of the Study
This study seeks to explore the relationship between high performance work systems (HPWS) and
organizational performance (OP) in the Fast Moving Consumer Goods (FMCG) Sector in Sri
Lanka.
Problem of the Study
Empirical and theoretical knowledge gap of the impact of HPWS practices on OP (employee
commitment) in the FMCG Sector in Sri Lanka.
Method of the Study
The data for the present study was collected from 50 respondents (25 respondents (50%) are
managerial consisting of both managers and executives and the remaining respondents are nonmanagerial)
in the FMCG sector by administrating a structured questionnaire, which consisted of
41 questions/statements with a 5 point scale. The data analysis included the univariate, bivariate,
and multivariate analysis method conducted using SPSS (version 16.0).
Findings of the Study
The finding of the study was that HPWS of the organization is positively and strongly correlated
with employee commitment in the FMCG sector in Sri Lanka. As per the multiple regression
analysis, 63.7% of the variance in the employee commitment has been accounted or influenced by
the HPWS.
Conclusion of the Study
It is clearly concluded in this study that HPWS should be considered by the organizations to
enhance the employee commitment in the FMCG sector in Sri Lanka since 63.7% of the variance in
the employee commitment has been accounted by the HPWS.
2014-01-01T00:00:00Z