http://dr.lib.sjp.ac.lk/handle/123456789/3702 2026-01-07T05:58:47Z http://dr.lib.sjp.ac.lk/handle/123456789/3706 Impact of Job Stress on Work Performance of Customer Service Employees in Selected Four Star Hotels in Sri Lanka Ranathunga, T.K. Area of the Study This research is mainly focused on the job stress and work performance of customer service employees in selected four stars hotels in Sri Lanka. Problem of the Study This research study attempts to explore the relationship between stress and work performance of customer service employees in selected four stars hotels in Sri Lanka. Thus, the research problem of this study is; “Does the job relate stress has an impact on work performance of customer service employees in selected four stars hotels. Method of the Study The data were collected from a randomly selected sample of 40 customer service employees in selected four stars hotels in the Central Province and used a structured questionnaire, which indicate the statements of stress and work performance with 5 points Likert scale and used personal interviews. The data was analyzed using SPSS computer package and it included the univariate and bivariate analyses. Findings of the Study According to the empirical evidence of this study, it is found that there is a positive relationship between job stress and work performance of customer service employees in selected hotels. It indicates the stress level of customer service employees positively contributes to the level of performance. Conclusion of the Study Although there is a positive relationship between job stress and work performance of customer service employees in selected four stars hotels the level of stress of customer service employees is in high. Thus, some programs for reducing the level of stress of customer service employees in stars hotels can be recommended. Also a good relationship should be maintained with employees in this hotel. 2014-01-01T00:00:00Z http://dr.lib.sjp.ac.lk/handle/123456789/3705 Emotional Labour and Job satisfaction A Case Study on Bank Tellers in Sri Lanka Himanthi, P.W.U.; Arachchige, B.J.H. Area of the Study As a significant determinant of performing emotional labour in service sector, this study is to discuss the relationship between emotional labour and job satisfaction of bank tellers in Sri Lanka. Problem of the Study This study attempts to explore the relationship between job satisfaction and emotional labour of bank tellers in Sri Lanka. The research problem of this study: is there a relationship between job satisfaction and emotional labour (surface acting and deep acting) of bank tellers in Sri Lanka? Method of the Study The data were collected from a randomly selected sample of 92 bank tellers within the Western province by administrating a structured questionnaire, which consisted of 46 questions/statements with 7 points scale. The data analysis included the univariate, bivariate and multiple regression analysis. Findings of the Study The findings of the study are that emotional labour, surface acting and deep acting are positively correlated with job satisfaction. Both emotional labour and surface acting have a week positive relationship with job satisfaction and deep acting has a moderate positive relationship with job satisfaction. As per the multiple regression analysis, deep acting has a greater impact on job satisfaction than surface acting. Conclusion of the Study Study found that there is a weak positive relationship between emotional labour and job satisfaction. 2014-01-01T00:00:00Z http://dr.lib.sjp.ac.lk/handle/123456789/3704 Impact of Work Values on Job Involvement and Organizational Commitment of Non- Executive Employees in the Apparel Industry in Sri Lanka Dabare, A.U.H; Sajeevanie, T. Area of the Study This study mainly focuses on discussing the impact of work values on job involvement and organizational commitment of non-executive employees in the apparel industry in Sri Lanka. Problem of the Study The research problem addressed under this study is to investigate the relationship between work values, job involvement and organizational commitment of non-executive employees in the apparel industry in Sri Lanka. Method of the Study The data were collected from a randomly selected sample of 100 non – executive employees in the apparel industry by using a structured questionnaire, which consisted of 41 questions/statements with a 5 point scale. The data analysis included the univariate, bivariate, and multivariate analyses. Findings of the Study The results of the study emphasize that there is a positive relationship between work values and job involvement, work values and organizational commitment, job involvement and organizational commitment of non-executive employees in the apparel industry in Sri Lanka. In addition, the findings proved that job involvement mediates any relationship between work values and organizational commitment of non-executives. As per the multiple regression analysis, work values and job involvement have 60.5% impact on organizational commitment of non-executive employees jointly. Conclusion of the Study It is concluded that both work values and job involvement are significant predictors of organizational commitment and both can be used to enhance the level of organizational commitment of non-executive employees in the apparel industry in Sri Lanka. However, work values a have high impact on organizational commitment with compared to job involvement. 2014-01-01T00:00:00Z http://dr.lib.sjp.ac.lk/handle/123456789/3703 The Impact of High Performance Work Systems on Organizational Performance A Study of the Fast Moving Consumer Goods Sector in Sri Lanka Jayantha, P.K.J. Area of the Study This study seeks to explore the relationship between high performance work systems (HPWS) and organizational performance (OP) in the Fast Moving Consumer Goods (FMCG) Sector in Sri Lanka. Problem of the Study Empirical and theoretical knowledge gap of the impact of HPWS practices on OP (employee commitment) in the FMCG Sector in Sri Lanka. Method of the Study The data for the present study was collected from 50 respondents (25 respondents (50%) are managerial consisting of both managers and executives and the remaining respondents are nonmanagerial) in the FMCG sector by administrating a structured questionnaire, which consisted of 41 questions/statements with a 5 point scale. The data analysis included the univariate, bivariate, and multivariate analysis method conducted using SPSS (version 16.0). Findings of the Study The finding of the study was that HPWS of the organization is positively and strongly correlated with employee commitment in the FMCG sector in Sri Lanka. As per the multiple regression analysis, 63.7% of the variance in the employee commitment has been accounted or influenced by the HPWS. Conclusion of the Study It is clearly concluded in this study that HPWS should be considered by the organizations to enhance the employee commitment in the FMCG sector in Sri Lanka since 63.7% of the variance in the employee commitment has been accounted by the HPWS. 2014-01-01T00:00:00Z