Customer interaction is considered to be the heart of a hospitality employee's daily activiti... more Customer interaction is considered to be the heart of a hospitality employee's daily activities. Customer service expectations have risen to such an extent that they can become upset at the slightest delay of service delivery, such as waiting to check-in, slow Wi-Fi speed, tardy service, etc. Frontline service employees tend to be used as punching bags by dissatisfied customers and become targets of their impolite and incautious behavior. Nevertheless, restaurants are found to struggle in maintaining a productive work environment and reported to have an immense incivility and deviant behaviour, which in long run can create huge productivity loss. The purpose of this study is to investigate the enormous effects of customer incivility on employees who engage in deviant behaviour, using emotional labour as the moderator. Purposive sampling technique was applied and a total of 120 questionnaires were distributed to the frontline employees of casual dining restaurants in the Klang Va...
International Journal of Human Resource Studies, 2021
This research examines the relationship between motivational factors, job performance, employee e... more This research examines the relationship between motivational factors, job performance, employee engagement and the impact of motivational factors on job performance function of employee engagement as a mediator in the government sector in the Sultanate of Oman. A quantitative study methodology was used, and six hypotheses were evaluated using 111 representative government employees from the Ministry of Education. This study is a pilot test. This study uses quota sampling, and Statistical Package for the Social Sciences (SPSS) and path analysis techniques were used for the analysis. The study's findings indicate that these factors have a favorable association, that motivational factors have significant positive relationships with employee engagement and job performance, and that employee engagement acts as a partial mediator in the relationship between motivational factors and job performance. This study is critical for leaders and regulators interested in enhancing job performan...
Proceedings of the Colloquium on Administrative Science and Technology, 2014
Change is sometimes perceived as an opportunity for growth for business and sometimes as a necess... more Change is sometimes perceived as an opportunity for growth for business and sometimes as a necessary evil to survive. The purpose of this study is to examine the relationship between organizational change and employee job performance at Sabah Credit Corporation, Sabah. The organization changes in this study consist of two critical factors which are technology and structure. A total of 138 questionnaires were distributed to eight departments at Sabah Credit Corporation, currently going through a series of change. Multiple regression analysis revealed that technology and structure factors did highly support organization change and significantly affect employee job performance. It can be concluded that organizational change practiced in the organization has an effect toward employee job performance. As a result, management should be concerned with organizational change elements which lead to employee job performance. Further research is suggested in exploring emotional intelligence as a strategy for employees to embrace and manage change in the workplace.
This paper is aimed to discover the current Malaysian state e-government maturity stage. The meth... more This paper is aimed to discover the current Malaysian state e-government maturity stage. The method used in this study was content analyses of 16 state government portals and websites based on the criteria given by MAMPU for the years 2007- 2013. These findings were then compared to the UN-ASPA e-Government Maturity Model to determine the current state e-government level to ensure continuous improvement is carried out in the interest of the citizens. The findings suggested that Pahang state e-government is progressing where the state government portals and websites have improved to seamless or integrated maturity level. However, the result also indicated a fluctuation in maintaining the performance of the state e-government websites.
This research was conducted to examine the effects of service convenience dimensions (search conv... more This research was conducted to examine the effects of service convenience dimensions (search convenience, evaluation convenience, transaction convenience, possession convenience and post purchase convenience) towards consumer continuance usage intention when using mobile shopping (m-shopping) application. In this study, data was collected using questionnaire as the instrument. Snowball sampling technique was applied distributed to mobile shoppers vie e-survey (google forms) within the period of one month. After the period, four hundred and twenty questionnaires were collected, but only three hundred and ninety-nine were found usable for further analysis. The findings revealed that service convenience dimensions (search convenience, evaluation convenience and possession convenience) had positive influence on consumer continuance usage intention, whereas the other two sub-dimensions, which were transaction and post-purchase convenience did not influence future continuance intention. T...
The past decade has seen a growing number of casual dining restaurants in Malaysia. This trend of... more The past decade has seen a growing number of casual dining restaurants in Malaysia. This trend of consumption is due to modern lifestyle, socio-demographic, and social media influence. Nevertheless, restaurants struggle to maintain a productive work environment and report to have association with incivility and deviant behaviour which in long run create destruction. The aim of this paper is to examine the influence of co-worker incivility towards employees performing deviant behaviour with the moderating role of emotional labour. Total of 120 questionnaires were distributed to the frontline employees of casual restaurants in the Klang Valley. The result pointed out that there was a significant positive correlation between co-worker incivility and deviant behaviour with a moderating effect of emotional labour.
Customer interaction is considered to be the heart of a hospitality employee's daily activiti... more Customer interaction is considered to be the heart of a hospitality employee's daily activities. Customer service expectations have risen to such an extent that they can become upset at the slightest delay of service delivery, such as waiting to check-in, slow Wi-Fi speed, tardy service, etc. Frontline service employees tend to be used as punching bags by dissatisfied customers and become targets of their impolite and incautious behavior. Nevertheless, restaurants are found to struggle in maintaining a productive work environment and reported to have an immense incivility and deviant behaviour, which in long run can create huge productivity loss. The purpose of this study is to investigate the enormous effects of customer incivility on employees who engage in deviant behaviour, using emotional labour as the moderator. Purposive sampling technique was applied and a total of 120 questionnaires were distributed to the frontline employees of casual dining restaurants in the Klang Va...
International Journal of Human Resource Studies, 2021
This research examines the relationship between motivational factors, job performance, employee e... more This research examines the relationship between motivational factors, job performance, employee engagement and the impact of motivational factors on job performance function of employee engagement as a mediator in the government sector in the Sultanate of Oman. A quantitative study methodology was used, and six hypotheses were evaluated using 111 representative government employees from the Ministry of Education. This study is a pilot test. This study uses quota sampling, and Statistical Package for the Social Sciences (SPSS) and path analysis techniques were used for the analysis. The study's findings indicate that these factors have a favorable association, that motivational factors have significant positive relationships with employee engagement and job performance, and that employee engagement acts as a partial mediator in the relationship between motivational factors and job performance. This study is critical for leaders and regulators interested in enhancing job performan...
Proceedings of the Colloquium on Administrative Science and Technology, 2014
Change is sometimes perceived as an opportunity for growth for business and sometimes as a necess... more Change is sometimes perceived as an opportunity for growth for business and sometimes as a necessary evil to survive. The purpose of this study is to examine the relationship between organizational change and employee job performance at Sabah Credit Corporation, Sabah. The organization changes in this study consist of two critical factors which are technology and structure. A total of 138 questionnaires were distributed to eight departments at Sabah Credit Corporation, currently going through a series of change. Multiple regression analysis revealed that technology and structure factors did highly support organization change and significantly affect employee job performance. It can be concluded that organizational change practiced in the organization has an effect toward employee job performance. As a result, management should be concerned with organizational change elements which lead to employee job performance. Further research is suggested in exploring emotional intelligence as a strategy for employees to embrace and manage change in the workplace.
This paper is aimed to discover the current Malaysian state e-government maturity stage. The meth... more This paper is aimed to discover the current Malaysian state e-government maturity stage. The method used in this study was content analyses of 16 state government portals and websites based on the criteria given by MAMPU for the years 2007- 2013. These findings were then compared to the UN-ASPA e-Government Maturity Model to determine the current state e-government level to ensure continuous improvement is carried out in the interest of the citizens. The findings suggested that Pahang state e-government is progressing where the state government portals and websites have improved to seamless or integrated maturity level. However, the result also indicated a fluctuation in maintaining the performance of the state e-government websites.
This research was conducted to examine the effects of service convenience dimensions (search conv... more This research was conducted to examine the effects of service convenience dimensions (search convenience, evaluation convenience, transaction convenience, possession convenience and post purchase convenience) towards consumer continuance usage intention when using mobile shopping (m-shopping) application. In this study, data was collected using questionnaire as the instrument. Snowball sampling technique was applied distributed to mobile shoppers vie e-survey (google forms) within the period of one month. After the period, four hundred and twenty questionnaires were collected, but only three hundred and ninety-nine were found usable for further analysis. The findings revealed that service convenience dimensions (search convenience, evaluation convenience and possession convenience) had positive influence on consumer continuance usage intention, whereas the other two sub-dimensions, which were transaction and post-purchase convenience did not influence future continuance intention. T...
The past decade has seen a growing number of casual dining restaurants in Malaysia. This trend of... more The past decade has seen a growing number of casual dining restaurants in Malaysia. This trend of consumption is due to modern lifestyle, socio-demographic, and social media influence. Nevertheless, restaurants struggle to maintain a productive work environment and report to have association with incivility and deviant behaviour which in long run create destruction. The aim of this paper is to examine the influence of co-worker incivility towards employees performing deviant behaviour with the moderating role of emotional labour. Total of 120 questionnaires were distributed to the frontline employees of casual restaurants in the Klang Valley. The result pointed out that there was a significant positive correlation between co-worker incivility and deviant behaviour with a moderating effect of emotional labour.
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Papers by Narehan Hassan