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In this chapter, we summarize and build on the current state of the customer mistreatment literature in an effort to further future research on this topic. First, we detail the four primary conceptualizations of customer mistreatment. Second, we present a multilevel model of customer mistreatment, which distinguishes between the unfolding processes at the individual employee level and the service encounter level. In particular, we consider the antecedents and outcomes unique to each level of analysis as well as mediators and moderators. Finally, we discuss important methodological concerns and recommendations for future research.

The relationship between overqualified labor and productivity is questioned in this study. By overqualified labor, it is meant that the labor has more capabilities (education) than the qualifications required by the task. In some cases, like this case, the qualifications of the employees and the qualifications required by the job may not match, and their reflection on productivity may be positive or negative. In the studies conducted in developing countries, such as this study, which reveal the negative relationship of overqualified and low-skilled employees with productivity, unlike the situation in developed countries, has been tried to be explained in this research based on relative deprivation and person–work cohesion. Literature review method is used within the frames of given theories.

Postmerger integration processes have been studied from the perspectives of organizational identity and organizational culture, but these two perspectives have rarely been integrated. We argue that organizational identification and organizational culture differences give rise to two different sets of individual responses that are both important, but for different types of outcomes. An empirical analysis of a large-scale merger between two service sector companies shows that identification with the postmerger organization positively relates to both behavioral intentions and key attitudinal variables. In contrast, our results show that perceived organizational culture differences are negatively related to attitudinal variables. The effect of perceptions of cultural differences on behavioral intentions is mediated by organizational identification.

This chapter develops a theoretical model using the equifinality perspective to connect multiple systems of HR practices to alternative organizational structure types. We argue that firms following an exploitation strategy maintain competitive advantage through high levels of efficiency and reliability in production and delivery of existing products or services. Firms following an exploration strategy maintain a competitive advantage through continuous innovation and knowledge exchange and combination. Hence, organizations are more likely to successfully execute either strategy by implementing an HR system that would create the organizational structural characteristics that support the workforce requirements of the chosen strategy.

Research on the relationship between high job satisfaction human resources (HR) practices and work-related outcomes at the individual level rarely focuses on job crafting and levels of job passion. To fill this knowledge gap, we show how the relationships between perceived job passion by employees and the availability of HR practices and job satisfaction can vary in job crafting. Based on the job demands–resources (JD-R) perspective, this study was conducted primarily to test the effect of job crafting on the relationship between job passion and job satisfaction. Within the scope of the study, the mediator and moderator role of job crafting between these variables was investigated. The study was collected from 790 people working as blue collars in companies operating in the field of industry in Turkey by survey method. According to the findings of the study, it was observed that job crafting affects job satisfaction in the same direction. In addition to these, the partial mediator and moderator role of job crafting has been observed in the effect of job passion on job satisfaction. Considering these results, it has been observed that the passion for work of blue-collar employees affects job satisfaction. When job crafting is added to this effect, the intensity, strength, and direction of the effect between two variables can change. As a result of the study findings, it has been shown that managers and especially HR managers will strengthen the effect between job crafting and job satisfaction by ensuring the passion of blue-collar individuals.

We outline the design and development of a diagnostic tool for use in health care organisations to assist in benchmarking the management of human resources. Key areas of focus were the way in which employees perceived their work roles, work loads, satisfaction with their work life and their views of clients, peers, front line supervisors and senior management. Using a cross-section of metropolitan and regional health services, the study used focus groups and large-scale survey research to capture data on these employee perceptions. Principal component analysis identified a series of ‘factors’ associated with the key elements found within human resource management (HRM) frameworks. The diagnostic tool we developed offers a way of measuring employees’ perceptions of their work environment and offers managers within large health care service organisations a potentially useful tool for benchmarking human resources.