Today, the entire world has turned very competitive, and each & every organization is trying their best to utilize the maximum of their available resources. The top level management wants to monitor the constantly going changes in both the internal as well as external environment. As far as, external factors and issues are concerned, they need to be dealt with all together a different approach. But, talking of internal factors and issues, it majorly comprises of either equipment & material or human resources management (HRM).
Adapted from Leonard L. Berry (1999) assert that, the interpersonal relations play a key role for the sustenance of the organization. It is slowly and steadily turning out to be a core competency of the organization who focus their entire efforts in it. Also, the office dynamics are changing constantly and the people working are demanding more and more sophisticated working environments. Thus, managing workplace relations has become increasingly multifaceted for the employers in all the organizations.
Benjamin Schneider and David E. Bowen (1993) proclaim that, employees lose confidence in the organization and thus they lose their interest in doing the jobs at the organization. Also, it might happen that, there are no motivational factors present which could really push forward the employees to work. These factors may include – work stress, working environments, culture, peer groups coordination factors, and continuously force for work from top management etc. In many organizations, employees are directly interacting with the customers. Hence, if employees have no motivation to do the job, they may even affect the frontline desk which is an important source of differentiation and competitive advantage. Again, service delivery is a core part of the product which further, helps, in developing the brand. If the organization gains the customer confidence, then it will slowly start nurturing the personalized relationships, and thus will create a ‗Win – Win‘ situation for both the entities. The customer will get his products and services whereas, on the other hand, organization will gain a valuable business out of it. This will also help in improving the customer‘s perception towards the organization.
Thus, it is very important to understand the cycles of failure, mediocrity and success which directly affect the staff and the customers. It is also simultaneously important, to know the HRM principles and aspects and accordingly hire the right people which could fulfill all the requirements. This will finally bring satisfaction not only to the employees & customers, but also to the organization as a whole.