Department of Management Science

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Author: search.filters.author.Dr. Ahmad QamarSubject: search.filters.subject.FA16

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    Impact of Customer Abuse and Job boredom on Job Burnout: Moderating Role of Self-Efficacy
    (Library Information Services, COMSATS University Islamabad, Lahore Campus, 2019) Hummara Abbas; FA16-RMS-005; Dr. Ahmad Qamar; LHR TP 5688
    The purpose of this research is to observe the relationship between customer abuse and job boredom with the dependent variable job burnout. Here self-efficacy is used as moderator variable. For this research data is collected from call centres. Reason is that these four variables strongly lie in call centres organization. Where employees face abusive language from customers side which create stress and pressure for employees .and after this due to call center environment and customers behavior reduces the confidence level of employees which leads to job burnout. Where employees expectation are totally opposite to the job requirements. They feel helpless in the organization. At the same time it becomes some difficult to follow the rules of organization and treated with customer in a good way. So here the moderator self-efficacy is used to overcome this issue. Where employees use their inner skills and capabilities to deal the customers. For data analysis Lahore city is selected with the sample of 291 employees. and data has been gathered through close ended questionnaire. In data analysis SPSS and confirmatory analysis through SEM are used to test hypothesis. This software is used to test the relationships of variables.
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    Impact of supportive work Environment on Employee Retention: Moderation Effect of Perceived Organizational Politics
    (Library Information Services, COMSATS University Islamabad, Lahore Campus, 2019) Saba Munir; FA16-RMS-008; Dr. Ahmad Qamar; LHR TP 5690
    The purpose of this research is to study the impact of Supportive Work Environment on Employee Retention. Supportive Work Environment is presented through three of its components; Perceived Organizational support, Supervisory Support and Perceived Climate. Furthermore, the effect is tested through moderation of Perceived Organizational Politics in banks, specifically in Lahore. This study is based on quantitate data approach. Survey questionnaires were used to collect data from 250 banks in Lahore. Using SPSS and PLS, this research elaborated the relationship between Supportive Work Environment and Employee Retention. Cronbach's alpha was used to test the reliability of the questionnaire. The current study makes a valuable addition by examining the moderating effects of organizational politics in a relationship between supportive work environment and employee retention. The results show that there is positive relationshiopo between some variables i.e. relationship of Perceived Climate anad Supervisory Relationship with Retention. The results also revealed that moderation exists between Perceived Organizational Support and Retention. The findings of this study have theoretical implications of Supportive Work environment in relation with Employee Retention as it covers the scope of different retention factors. It is supposed that this research will contribute towards literature positively, extending scope to banking sector, and will provide ways for further studies on this topic. Thus, findings of this research will be helpful for the organizations and policy makers.