Pakistan Journal of Commerce and Social Sciences (ISSN 1997-8553)
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Burnout in Customer Service Representatives
Full text linkThe purpose and aim of this research was to (1) identify the factors that contributes towards job burnout in sales service representative (2) What are the relationships of these factors (3) To empirically test the relationships of the determinants relating to burnout in customer service representatives. Based on literature survey six different variables related to burnout were identified. The variables were (1) Emotional exhaustion.(2) Reduced personal accomplishment.(3) Job induced tension.(4) Job satisfaction.(5) Workload (6) Job satisfaction.
Each of the variables contained 3 sub-variables. Five different hypotheses were developed and tested through techniques such as Z-test, F-test and regression analysis. The questionnaire administered for the study contained 15 questions including personal data. The subject was Moblink company customers sales service representative in Karachi.The valid sample size was 98 drawn through multi-cluster technique. Techniques such as measure of dispersion and measure of central tendencies were used for analyzing the data. Regression, Z-test, and F-test were used for testing the developed hypothesis.
According to the respondents’ opinions, the reduced personal accomplishment had a high rating with a mean of 3.75 and job induced tension has the lowest mean of 3.58. The standard deviation of respondents’ opinions was highest for dimension depersonalization and least for dimension work load. This indicates that there is a high polarization of the respondents’ opinions on the dimension depersonalization moral and least on the dimension work load.
The Skew nesses for all the dimensions were in negative except the determinants emotional exhaustion and workload. This indicates that the majority of respondents’ opinions on all the dimensions were below the mean except in the case of emotional exhaustion and workload.
Five hypotheses were developed and tested:
a) The hypothesis relating to low level of burnout in customers service representative was rejected.
b) The hypothesis relating to no significant difference in the burnout levels of younger age group and older age group was accepted.
c) The hypothesis relating to higher level of burnout in the single customers sales representatives as compared to married ones was accepted.
d) Alternative hypothesis of relationship between independent variable “Job satisfaction” and dependent variable “Burnout”” was accepted.
e) Alternative hypothesis of relationship between independent variable “Work load” and dependent variable “Burnout”” was accepted
Growth and Efficiency of Small Scale Industry and its Impact on Economic Development of Sindh
Full text linkThe purpose of this study is to analyze the growth, efficiency, causes of sickness of small scale industry, emergence of entrepreneur and competencies of entrepreneurs at Larkana estate area of Sindh Province. The study examines the educational background of the entrepreneurs of small scale industry who are the helm of affairs and its impact on the growth of sales of the every year. Strong evidence emerges that owners of small industrial units are family concern and having a low educational background, lack of managerial knowledge and conservation-oriented attitude results in under utilization of capacity and low growth of units established every year. This research paper provides a survey of the theoretical and empirical literature relating to promote the small scale industry in the Larkana region. This study indicates effective policy measures to promote the small scale industry particularly in Larkana region and generally in Pakistan
Education, Underemployment, and Job Satisfaction
Full text linkEducation is an effective vehicle for producing the required skills to maintain economic growth. The benefits of education range from human to economic, social and cultural. In Pakistan, there is significant rise in the average level of education, but over time, more and more workers incapable to use their educational background on the job. Supply of labor may have outstripped the demand of labor in some professions, and high qualified peoples taking job on low positions. Such underemployment/overeducation has not been fully explored in Pakistan. The theme of paper is “underemployment symbolizes an inefficient usage of human resources and lost output for society”.
The research is based on case study on clerical workers of SNGPL. By comparing their educational backgrounds with their nature of job, this paper examines the impact of overeducation on job satisfaction. Our results show that underemployment/overeducation is correlated with higher level of job dissatisfaction, reduced job involvement, impaired co-worker relationship, and more emphasis on future aspirations
Estimation of Parameters of the Beta-Extreme Value Distribution
Full text linkIn this research paper The Beta Extreme Value Type (III) distribution which is developed by Zafar and Aleem (2007) is considered and parameters are estimated by using moments of the Beta-Extreme Value (Type III) Distribution when the parameters ‘m’ & ‘n’ are real and moments of the Beta-Extreme Value (Type III) Distribution when the parameters ‘m’ & ‘n’ are integers and then a Comparison between rth moments about origin when parameters are ‘m’ & ‘n’ are real and when parameters are ‘m’ & ‘n’ are integers. At the end second method, method of Maximum Likelihood is used to estimate the unknown parameters of the Beta Extreme Value Type (III) distribution
Problems and Challenges in Human Resource Management: A Case of Large Organization in Pakistan
Full text linkThis paper critically analyzes the work culture for a mainstream financial organization operating within Pakistan, while drawing a specific example to elucidate certain dilemmas that impede the potential growth for the financial sector and its constituent workforce, besides hampering the performance of the organizations. The case study is related to an organization in financial sector which conducts a Management Trainee Program with the purpose to select, train and develop a high-potential pool of talent into future leaders and fore-runners of the organization. This paper critically analyzes several inherent problems that face the successful implementation of the trainee program under the frameworks of various theories of organizational management. To solve these problems, this article presents a detailed diagnosis of the management shortcomings to improve the firm‟s corporate culture, work ethics and employee handling strategy and mechanism. Recommendations are also made to minimize the problems and maximize the success of the Management Trainee Program in the case study organization