Browsing by Author "Dr. Imran Haider Naqvi"

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Impact of HRM Practices on Customer Service Outcome through Mediation of Emotional Performance and Moderation of Organizational Justice
(Library Information Services, COMSATS University Islamabad, Lahore Campus, 2020) Sara Azhar; FA11-PMS-004; Dr. Imran Haider Naqvi; LHR TP 5947
The economy worldwide has become increasingly service oriented and organizations are facing the challenge of providing exceptional customer service. Given the strong links established between employee‘s emotional performance and customer service outcome, there remains a need for clear understanding of the processes by which the employees comply with emotional demands at work. Scholars have developed an integrated conceptual framework highlighting how HR practices (related to three broad HR domains i.e. ability-enhancing HR practices, motivation-enhancing HR practices and opportunity-enhancing HR practices) should elevate emotional performance. The AMO framework suggested that ensuring the employee's discretionary effort needed three components: employees had to have the necessary skills, they needed appropriate motivation and employers had to offer them the opportunity to participate. To address this research gap in the literature, this research has examined the impact of those HR practices on customer service outcome in the banking sector of Punjab, Pakistan. This study also proposed and analyzed the mediating effect of emotional performance on the relationship between HR practices and the customer service outcome. Moreover, moderating effect of organizational justice was also examined on the above relationships. Furthermore in the domain of social exchange theory (SET), organizational justice is related with the standard of mutual social interaction between the employees and their organizations. The research used a quantitative method through survey instrument and 467 usable questionnaires were collected from the employees and same numbers of questionnaires were also collected from customers of banks of Punjab, Pakistan. Partial Least Squares (PLS) was employed to analyze the data. The results implied that motivation-enhancing HR practices and opportunity enhancing HR practices are linked with customer service outcome but ability-enhancing HR practices are not linked directly with customer service outcome. The results further suggested that emotional performance mediated the relationship of ability-enhancing HR practices and motivation enhancing HR practices with the customer service outcome. Emotional xi intelligence component of emotional performance mediated the relationship between opportunity-enhancing HR practices and customer service outcome but emotion regulation component of emotional performance did not mediate this relationship. Results also indicated that relationship between ability-enhancing HR practices and customer service outcome was not moderated by the organizational justice, but the relationship between opportunity and motivation-enhancing HR practices and customer service outcome was moderated by the organizational justice. By summarizing the results of this research and building a link to its useful applications, the study is also useful and important for policy makers, academicians and practitioners for further improving and developing the customer service outcome. The implications of this research may benefit all category of stakeholders; the academic community may have deeper insight that how AMO framework of HR practice with the help of emotional performance as mediator and organizational justice as moderator functions to have impacts on organizational performance; and also for HR managers to employ findings of this investigation for practical execution to achieve significant customer service outcome in the organizations especially those facing tough competition in the market. Findings of this research, if applied can manipulate the satisfaction and interest of customers of the banking sector of Pakistan.
Impact of HRM Practices on Customer Service Outcome through Mediation of Emotional Performance and Moderation of Organizational Justice
(Library Information Services COMSATS University Islamabad Lahore Campus, 2018-01-28) Sara Azhar; FA11-PMS-004; Dr. Imran Haider Naqvi; LHR TP 5947
The economy worldwide has become increasingly service oriented and organizations are facing the challenge of providing exceptional customer service. Given the strong links established between employee‘s emotional performance and customer service outcome, there remains a need for clear understanding of the processes by which the employees comply with emotional demands at work. Scholars have developed an integrated conceptual framework highlighting how HR practices (related to three broad HR domains i.e. ability-enhancing HR practices, motivation-enhancing HR practices and opportunity-enhancing HR practices) should elevate emotional performance. The AMO framework suggested that ensuring the employee's discretionary effort needed three components: employees had to have the necessary skills, they needed appropriate motivation and employers had to offer them the opportunity to participate. To address this research gap in the literature, this research has examined the impact of those HR practices on customer service outcome in the banking sector of Punjab, Pakistan. This study also proposed and analyzed the mediating effect of emotional performance on the relationship between HR practices and the customer service outcome. Moreover, moderating effect of organizational justice was also examined on the above relationships. Furthermore in the domain of social exchange theory (SET), organizational justice is related with the standard of mutual social interaction between the employees and their organizations. The research used a quantitative method through survey instrument and 467 usable questionnaires were collected from the employees and same numbers of questionnaires were also collected from customers of banks of Punjab, Pakistan. Partial Least Squares (PLS) was employed to analyze the data. The results implied that motivation-enhancing HR practices and opportunity enhancing HR practices are linked with customer service outcome but ability-enhancing HR practices are not linked directly with customer service outcome.
Impact of Stakeholder's Engagement on Project Portfolio Management Success, IT Industry in Lahore, Pakistan.
(Library Information Services COMSATS University Islamabad Lahore Campus, 2014-02-04) Madeeha Shah; FA12-MSPM-020; Dr. Imran Haider Naqvi; LHR TP 4315
Stakeholder behavior and stakeholder management are necessary success essentials within project portfolio management (PPM) success. This empirical study of 87 well known software houses of Lahore, were organizing projects in portfolios investigated the effect of engagement of stakeholder’s engagement on project portfolio management success. Study mentioned that the effect of stakeholders was phase-peculiar and that role clarity affected the nature of the relationship between the stakeholder’s engagement and project portfolio management success as a moderator. Data analysis was employed by Pearson correlation and Step wise Hierarichal Regression. Results described that stakeholder’s engagement had insignificant effect on the PPM success, but with moderating effect of role clarity internal stakeholder’s engagement show strong and highly significant effect on the PPM success. Results also mentioned that external stakeholder’s engagement had significant effect on the PPM success, furthermore moderating effect of role clarity also keep significant relationship between external stakeholder’s engagement and PPM success. This study enriches project research by applying stakeholder theory to the project portfolio context and offered practical direction further to make PPM professional.
Personality Development and Career Progression of Madrassa Protégé within Provincial Capital of Punjab, Pakistan
(Library Information Services COMSATS University Islamabad Lahore Campus, 2013-02-02) Arsala Marium Khan; FA11-MSMS-006; Dr. Imran Haider Naqvi; LHR TP 4417
Madrassas have large number of students and take up practices of personality development and career progression. Career Progression solely treated as a business terminology has failed to address this sector of society with huge HRD potential. This study intended to fill the gap by researching the role of Madrassa and its teachers in helping the students in personality development and achieve their career aspirations. The Madrassas of four major sects of Muslims in the provincial capital, Lahore were surveyed i.e. Deobandi, Shia, Barelvi and Ahl-e-Hadees. The study has evaluated how protégés within a madrassa learn and work up on the concept of IWE to build a significant and productive career. Based on the concepts of OST as metaphor of biased treatment and symbol of stressor and suppression the study sought to examine the impact on PD as well as CP of the protégés. The study further analyzed that how inclusion of GEE helped protégés in better careers. The nature of this study required probability sampling in which Stratified Random Sampling was employed. The research was carried out on selected sample of 280 madrassa protégés within Lahore (Pakistan). A 5-point Likert scale questionnaire, containing 103 items has been developed to measure the responses of the protégés. Overall, 280 questionnaires were disseminated, out of which 269 returned back were indicating response rate of 96%. SPSS and Amos were used for analyzing data. Results of the study depicted that a significant positive relationships exist between Ostracism, General Education, Personality Development and Career Progression. Results also revealed that Loyalty with Country is a strong dimension of Personality Development.
Using Agile Software Methodologies for Dynamism of Requirement and Project Success: A Case Study (NETSOL Technologies CMMI-5)
(Library Information Services, CUI Lahore., 2017-02-02) Ubaid ur Rehman; SP14-MSPM-010; Dr. Imran Haider Naqvi; LHR TP 4763
The research study is conducted to justify the effect on the success of software development projects that adopt and use agile methodologies to manage dynamism of requirements reflected in a framework, which is further used to develop hypotheses. Developmental complexity and feedback has moderating impact on the relationship between agile software development methodologies and project success. The research analysis involves the analysis of the organization NETSOL Technologies Pakistan. For conducting qualitative research data analysis, explanatory case study approach will be adopted to test the validity of theoretical framework and hypotheses to respond the research questions. The explanations and arguments offered in the case study links the implementation of program with its effectiveness. Questionnaire survey will also be conducted to justify the research analysis quantitatively. The research study has presented the benefits related to project which includes enhanced and prioritized dynamism of requirements, enhanced quality software developed, reduction of over time, cost, risk, and simplification of development process of software via the adaptation of agile methodologies used for software development based projects. By qualitative and quantitative analysis it is the resulted that with the use of agile development methodologies in software development to manage dynamism of requirements leads to project success and Developmental complexity and Feedback from has moderating impact on the relationship between agile software development methodologies and project success.