How employee perceptions impact customer perceptions and organisational performance | The Oxford Review - OR Briefings

How employee perceptions impact customer perceptions and organisational performance

Research Briefing

Keywords: performance, organisational performance, human resources, HR, employee perceptions, customer perceptions, organisational culture

A lot of previous research has shown that human resource practices can have a significant impact on overall organisational performance. A number of human resource practices have been found to be important in developing higher levels of organisation performance including, for instance:

  • Recruiting practices
  • Quality and focusing of learning and development
  • Improvement in human resource management
  • Individualised performance reward systems
  • Developing a learning culture.

In a whole range of industries one of the most robust predictors of organisational performance has been found to be the reactions and perceptions of customers to the service they receive. Whilst this factor (customer perceptions and reactions) appears to be divorced from human resource practices, there is, in fact, a close connection.

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