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The paper studies the role of performance management systems (PMSs) in integrating international organizations (IOs) like call centers and enhancing customer experience in the service industry. It investigates the ways in which the diverse entities that comprise the GO can be coordinated and integrated to achieve the global unity of effort, while leaving space for local adaptation, differentiation and flexibility. The business literature on service industry and how they improve customer experience highlights several tensions that characterize processes of integration. Interpreting PMS as the series of practices that carry organizational knowledge and rationales across organizations and how it tends to improve customer experience in service industry. On the one hand, PMS can be used to re-shape existing boundaries by supporting the development of new organizational arrangements, where standardization and centralization around shared strategies are achieved. On the other hand, PMS can become trapped by the contradictory forces emanating from multiple centers of decision making. Importantly, when attempting to bind together distant entities in the same “organizational space”, informal control mechanisms may become relevant, but they have the capacity to both reinforce and damage the potential of PMS in managing the tensions involved in integrating best customer experience in service industry.
Table of Contents
CHAPTER 01: INTRODUCTION1
Background of the study1
Research Aims and Objectives3
Significance of Study4
Rationale/ Nature of study4
CHAPTER 2: LITERATURE REVIEW6
Observation and Monitoring9
Rating and Appraisal10
Table 1 Example Competency11
Patient Service Orientation11
Feedback and Communication12
Reward and Recognition13
Effective Performance Management15
CHAPTER 3: METHODOLOGY16
Data assemblage procedures18
Interrater affirmation and reliability21
Common procedure variance22
CHAPTER 4: DISCUSSION AND ANALYSIS24
Hypotheses on major factors24
Variable assesses Analysis31
Data investigation and results33
Measurement form results34
Structural forms outcomes and hypothesis checking35
Results of moderating consequences testing36
CHAPTER 5: CONCLUSION38
Discussion and conclusions38
CHAPTER 01: INTRODUCTION
Background of the study
Performance management (PM) has supported optimization of operational methods as the productive entails to profitably consign worth to clients and rendezvous, or even surpass customer expectations. Considerable research has dedicated to revising such topics as conceiving, managing and optimizing distinct service consignment systems in wants of attaining higher Service quality and operational efficiency. This operational set about has been directed passionately and has verified to be the productive entails in direction of advancing organizational efficiency.
On other hand, investigators of organizational behavior (OB) have worried that employee attributes are vital to organizational effectiveness. For the long time, investigations of PM and OB have long been examined as distinct fields. A plenty of research has been undertook to analyze employee attributes, as well as to enquire span ...