This open access book is geared towards providing insights and stimulating new thinking about the changing nature of services, service work and workers, and service experiences during and after the COVID-19 pandemic in 2020, particularly focusing on digital service technology. This book serves as a useful resource for business practitioners and academics in the areas of service and human resource management. Each chapter deals with specific current issues within these industries due to COVID-19 and issues that will come up post-pandemic. As COVID-19 is expected introduce novel methods to the service sector, such as untact service, telecommuting, alternative work arrangements, job crafting, and new work skills, digital technology is becoming more important than ever before. This books provides a range of examples and cases to elaborate on the effective application of digital service technology in order for businesses to stay relevant in the current climate.

There are many complicated theories and ideas about the structure and style of organisations. Human Resource Management and Development looks at how they apply in practice and what they mean for the people who work with them. Divided into four sections and amply illustrated with case studies, topics such as Organisation Theory, Recruitment and Selection, Leadership and Counselling are explained, concluding with chapters on 'Organisation Change' and 'Empowerment'. Written in an accessible and lively manner, this book will be of interest to both students and professionals involved in Human Resource Management.

An important aspect of managing human capital in the 21st century workplace is managing the interface between humans and information technology, particularly the World Wide Web. The Web has changed not only how and where business is conducted, but also how and where work is done. Personal web usage has created many desirable organizational outcomes such as, reducing the cost of communication, restructuring how work is performed. However, it has also generated undesirable outcomes, for instance, loss of intellectual property, sexual harassment lawsuits, productivity losses due to surfing usage, security threats, and network bandwidth overload by visiting web sites for travel, leisure, and sports, and news. The mechanisms controlling the interface of individual and institution in this flexible, open, autonomous work environment created by the Web are emergent phenomena, and the lines between legitimate usage and usage are just beginning to be understood. Personal Web Usage in the Workplace: A Guide to Effective Human Resources Management examines topics which embrace a wide array of Personal Web Usage issues such as antecedents of Web usage, frameworks/models of Web usage, Web technologies for monitoring usage, Web usage within other cultures and countries, Measurement issues of Web usage, and the impact of Web usage among others.

Careers for life are apparently gone, yet one of the most valuable assets an organization has is its knowledge — its people. A company’s competitive edge will rely on having the best knowledge available. The dilemma facing companies today is how to attract the best people and to keep them in an environment of constant change. Winning the Talent War deals with the complex issues of the strategy behind replenishing the core leadership and management of organizations, within the context of uncertainty about the future and within new organizational structures. It is about ensuring the organization has a strategy to attract, develop and retain those people who have high potential and who are expected to move ahead rapidly in their careers with the prospect of filling senior positions in the organization. High flyers are the life-blood of the organization’s future; they cannot just be hired at will, they need to go through a process of building an identity within the organization and developing loyalty to it. Winning the Talent War provides:

• strategies for the sustainable development of high flyers

• a practical resource for attracting, motivating and retaining senior management

• real life examples and cases from organizations around the world

This book provides a holistic and pragmatic approach to performance management throughout the business value chain, and demonstrates the optimal design and use of performance management in order to achieve competitive advantage. A wealth of best practices, case studies and real-world examples are used to reveal the diversity of performance measurement methods, methodologies and principles in practice. Readers will gain comprehensive insights into the status quo of performance management, including primary functions such as supply, operations and sales, and secondary functions like finance, human resources, and information systems. Focusing on 'best-in-class' performance excellence, the book offers the ideal guide for any organization pursuing competitive advantages across all corporate functions and focusing on value-adding activities.

This edited collection takes a multi-disciplinary approach to the 'Active Ageing' agenda to enable readers to consider the implications of this phenomenon for the law, the workplace, and for working lives from a holistic perspective. Challenges of Active Ageing brings together academics working throughout Europe from different disciplines including law, industrial relations, human resource management and occupational psychology to explore and debate the challenges of the 'Active Ageing' agenda for equality law and management practice. Also including shorter contributions from law, human resource management, trade union and other practitioners, this book aims to fully reflect how organizations can adjust their practices to respond to the challenge of an aging population and extended working lives.

With the explosion of workplace litigation and the skyrocketing costs associated with it, employers in both the private and public sectors are seeking new ways to swiftly and inexpensively resolve disputes with their employees. Alternative dispute resolution (ADR) procedures offer ways to do this and, according to recent reports, more than 100 major corporations have made use of them. Not only are the costs of trying a workplace dispute before a jury avoided, but also due process requirements have been observed. McDermott and Berkeley introduce executives to ADR, how it's done, and its benefits. This book will be interesting and important reading for executives and for legal counsel that may be unfamiliar with ADR.

The reader is first introduced to the employment litigation revolution that is sweeping the country. The authors explain the various contextual factors that have caused this rise in litigation, including the Civil Rights Act of 1993, the Family and Medical Leave Act of 1990, and the Americans with Disabilities Act. Given this new legal environment, the book explores how ADR can assist an employer in avoiding or reducing the costs of employment law litigation. The subject of ADR is divided into mandatory and nonmandatory procedures. Finally, the authors discuss how an employer can introduce a binding arbitration procedure that diverts employment litigation from a jury to an arbitrator. Drafting tips and model clauses are included should an organization seek to develop a mediation procedure, arbitration procedure, or both.

This book is for and about the millions of people who are between jobs (code for out of work), have been between jobs, or know of someone who has been. It is about how to navigate the transition from employment-for-life, career development support, and a company-sponsored pension to downsized, outsourced, and replaced. Bill Holland explains the macro-trends that have converged to create an environment of job instability and anxiety, and then moves beyond this context to present specific tactics and techniques that readers can use to stay one step ahead in their careers. More than a manual for job searches and career-building strategies, Are There Any Good Jobs Left? helps readers interpret trends, assess such temptations as leaving the corporate rat race for the entrepreneurial life and considers the ethics of constant networking. Featuring an annotated listing of books and Web sites, the book is not so much an indictment of corporate disloyalty as an explanation of the phenomenon, and a guidebook for anyone faced with job transition, change, or growth in today's turbulent environment. This book is for and about the millions of people who are between jobs (code for out of work), have been between jobs, or know of someone who has been. It is about the transition from employment-for-life, career development support, and a company-sponsored pension to downsized, outsourced, and replaced. It is about managing your career proactively and creatively in an environment where no job is presumed to be permanent. Bill Holland explains the macro-trends that have converged since the heyday of the white-collar worker after World War II to create an environment of job instability and anxiety, and then moves beyond this context to present specific tactics and techniques that readers can use to stay one step ahead in their careers, whether they are senior executives or just starting out. Much more than a manual for job searches and career-building strategies, Are There Any Good Jobs Left? shows readers how to interpret trends (e.g., will this wave of outsourcing affect me?), assess such temptations as leaving the corporate rat race for the entrepreneurial life, and consider the ethics of constant networking. In addition, he explores the dynamics of the increasingly diverse workforce, and the prospects for men, women, and minorities as they all vie for the most attractive positions. Featuring an annotated listing of books and Web sites, Are There Any Good Jobs Left? is not so much an indictment of corporate disloyalty as an explanation of the phenomenon and a guidebook for anyone faced with job transition, change, or growth in today's turbulent environment.

Judgment and Leadership presents original thinking and addresses age-old concerns regarding the relationship between judgment and leadership. These two concepts are inseparable. Judgment guides every action that a leader takes and underlies every thought, emotion, or justification that leaders form. This volume extends the study of judgment and leadership across disciplinary and conceptual boundaries. For the first time, the most original and influential thinkers on judgment and leadership are brought together in a single volume and they represent a diverse set of disciplines, including critical studies, psychology, political theory, international policy, adult learning theory, management and organizational studies, philosophy, cross-cultural studies, and neuroscience. The result is an engaging look at one of the most important issues facing organizations, politics, and society: leaders and their judgment. The book describes the challenges and opportunities that leaders face when confronted with political, social and business challenges and offers an insightful and comprehensive review of leadership and its role in crisis. The authors explore how a leader's actions and judgments are shaped by their experiences. It is a highly accessible account of how leaders learn and practice judgment and a guide for leaders faced with intense and challenging problems. Scholars studying leadership, judgment, decision-making, critical thinking or problem-solving seeking the latest original thinking on the topic of leadership and judgment as well as educators seeking to develop their students' knowledge about judgment from a multidisciplinary perspective will find this volume an invaluable resource as will leadership trainers, educators, coaches, and human resource professionals seeking to improve and develop leaders.

Effective work practices and good employee relations are a real necessity of nowadays organizations, as they can help to reduce absenteeism, turnover, organizational costs, conducting to high levels of commitment, effectiveness, performance as well as productivity. Addressing these questions, this book focuses on the implications of changes in productivity and organizational management, exploring models, tools and processes.

What changes can be observed in the labour market? What is special about Japanese-style human resource management in the low-growth era, and what are the responses by Japanese and German firms? The structure of Japanese labour market is gradually changing in terms of both supply and demand. The book considers the distinctive features of Japanese human resource management, and examines the continuity and changes in employment patterns, such as the expansion of flexible types of employment and specific innovations in Japanese HRM.

Thisvolume presents evidence-based ideas on all three converging forces to suit an array of individuals and their organisations. Thevolume is thick with evidence, detail and case studies that the reader can draw upon and apply to their own situations.

Defining exactly what is leadership has been a persistent problem for researchers and theorists. Discovering how to create or produce leaders likewise has been a difficult challenge over the years.

Written by an academic, executive and coach, the author focuses on three important converging aspects: leadership, followership and coaching. Focus on leaders is disproportionate to what actually occurs within most organisations especially the relationship between the leader and the followers. That leadership is tantamount with being in control of a situation is challenged, together with the belief that leadership capability is primarily shaped in line with a set of success criteria. The coach plays a significant part in this process although rarely visible. "

Based on an extensive national survey of workers and four separate industry-specific surveys, Generations and Work will examine and provide answers to the most common issues and problems of multi generational work by assessing differences and commonalities between and among generations.

Veres, Sims and their contributors focus on the nuts-and-bolts issues in human resource management (HRM) created by passage of the Americans with Disabilities Act (ADA), then identify future issues and their projected impact. With practical discussion of traditional HRM activities and innovative activities the act has created, they help alleviate fears and, in doing so, fill a wide gap in the literature on ADA compliance. A welcome resource for human resource professionals and their academic colleagues as well.

The history of federal regulation in the United States is such that fears in the human resource management community with regard to the Americans with Disabilities Act are hardly irrational. Especially disconcerting is the act's scope; and, to make matters worse, its provisions are often vague and even obscure. Writing from the viewpoint of human resource professionals, Veres, Sims, and their contributors look closely at some of the major issues raised by the act's passage, then forecast what other issues will be in the future. In doing so they provide practical advice on how to comply with the act in day-to-day situations and on crucial management topics.

Veres, Sims, and their contributors examine the act's provisions and the ways in which it demands that managers scrutinize and reassess their essential functions. Compliance issues and how to avoid running afoul of the act's provisions are examined next, followed by a discussion of how the act applies to recruiting, testing, and employee selection. The performance appraisal process and how non-imparied employees will respond to accommodations required for their non-impaired colleagues is carefully laid out, and the interaction of the Equal Pay Act and the ADA is examined. Training needs in an ADA context and other problems are also treated, with special focus on ways in which employee discontent can be minimized as such problems are met and solved. A valuable guide and resource for human resource professionals and their academic colleagues.

This edited volume on Identities at Work brings together international theory and empirical research that deals with continuity and change of identity formation processes at work under conditions of modern working processes and labour market flexibility. Modern work processes in manufacturing and service organisations increasingly rely upon responsible and competent employees who are willing and able to engage in the tasks that their job requires and in continuous learning. That employees are able to engage in taking up new forms of responsibility and master complex work situations is, on the one hand, dependent upon employees' skills and how well they are trained. On the other hand, it requires that employees identify with what they do and commit to their work and the performance of tasks.

Competencies in Organizational E-Learning: Concepts and Tools provides a comprehensive view of the way competencies can be used to drive organizational e-learning, including the main conceptual elements, competency gap analysis, advanced related computing topics, the application of semantic Web technologies, and the integration of competencies with current e-learning standards. ""Competencies in Organizational E-Learning: Concepts and Tools"" is the first book to address competencies as a key observable workplace behavior, driving learning and knowledge dissemination processes inside organizations. This book works as a guide for implementing or improving competency-based approaches to e-learning.

This book presents an empirical investigation into the relationship between companies' short-term response to capital and labor market frictions and performance. Two different kinds of performance measures are considered, namely innovation performance and firm performance. The author focuses on two major topics: first, on the relation between innovation performance and the use of trade credit. Second, on the relation between firm performance and the use of temporary employment. The use of in-depth firm-level data and state-of-the-art microeconometric methods provide the scientific rigor to this important investigation to answer the questions currently being confronted by many companies in different economies.

This book examines the concept of leadership from within the Islamic worldview, exploring its meaning and various manifestations through textual evidence from the two primary sources of Islam, The Qur'an and hadith. Using this theoretical framework concurrent with contemporary leadership theory, the authors scrutinise the distinctive leadership dynamics of Islamic organisations within a minority-Muslim context and a focus on Australia. Drawing on empirical data gathered over four years, the nature of leadership and its processes within this unique context is examined. Leadership in Islam reconciles the problematic processes that exist within Muslim organisational context and offers a set of measures and strategies to improve leadership processes including enacting leadership, enacting following, accommodating complexity, sense making and embracing basics as the core processes. This book will be beneficial for anyone who seeks to understand the meaning of leadership in Islam, the way Islamic organisations operate, and the way forward for improving leadership processes within an Australian/Western context.

Using two longitudinal survey projects as examples, the authors describe how to use organizational surveys to assesses employee attitudes and to develop and improve quality of work life programs.

Work provides daily meaning as well as daily bread, according to Studs Terkel. Yet work is not always a place where one feels satisfied. In order to attract and retain qualified employees in the up-coming tight labor market, companies will have to recognize that people are their most important asset. Using original research, this book describes what employees want and need from their working environment to maximize their satisfaction and their performance. It assists the reader to deal with employees as unique individuals whose personal needs for self-actualization can be integrated with organizational performance needs.

The book begins with a summary of the conventional wisdom on job satisfaction and performance and a description of what constitutes good work. Bruce and Blackburn introduce their readers to the workplace complexities created by cultural diversity, mature workers, and women employees. They explain the effect of culture on behavior and why the traditional means to foster job satisfaction and performance are necessary but insufficient for managing diversity. They give advice on how to meet the challenges presented by changing environmental and technological trends. They teach how to manage when family demands on both men and women spill over onto the organization, and they describe the emerging conviction that, for many, those in a work setting are family for one another. They provide specific instructions for conducting and utilizing training programs. In the belief that people accept what they help to create, they explain the utility of participation at different organizational levels and some different approaches to participative planning and decision making, including Total Quality Management. They report on interviews with employees from a cross-section of jobs in different organizations to assist the reader to understand how employees perceive the reality of work; and they provide appendices containing training outlines, guidelines for preventing and addressing sexual harassment complaints, and forms to utilize in organizing a participative planning process. Breir book is an important resource for managers, executives, consultants, and students who seek to understand how the changing nature of the workforce is affecting job satisfaction and performance; and who want to act on behalf of their organization and their employees. It is useful for managers in the private sector, as well as those who work for government and not-for-profit organizations.

Designed as a comprehensive text for advanced courses in personnel selection and classification, the three volumes that comprise "The Economic Benefits of Predicting Job Performance" take a different approach than that taken in most previous works on the subject. While most texts focus on selection and psychological measurement to the exclusion of classification, these volumes summarize the major theories and research findings in both areas and provide a thorough treatment of classification processes. This is the first text providing more than a chapter on classification since Cronbach and gelser's historic work in 1965. Joseph Zeidner and Cecil D. Johnson discuss the central topics involved in the practical prediction of job performance, including validity and utility models and research strategies and designs. Based on their analysis, they introduce a new theory, the differential assignment theory, and illustrate the mathematical principles that govern its use in personnel classification. Throughout, the authors are concerned with the realistic applications of specific procedures to maximize both selection and classification efficiency.

This volume begins with an overview describing the major issues and highlighting important findings and conclusions. Volume 3 looks at the specific case of the Army and asks whether the dollar utility of the Army's personnel classification system can be improved substantially and, if so, how? The authors present the results of their extensive research into the Army's current system and conclude by offering suggestions for improvement based on their findings. This volume concludes with a glossary and list of references.

This book addresses work performance research undertaken to enhance individual and group productivity. Comprehensive in scope, it includes an unprecedented consolidation of theory, methodology, and application of human performance outcomes and research findings. It explores the relationship between human productivity and performance from a systems perspective, projects future research needs and applications of findings, and covers unique multidisciplinary research. The contributors to this volume have either participated in, contributed to, or had access to the latest empirical research data developed in government labs, academia, and industry.