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This paper aims to explore the role of retention strategies and psychological contract (PC) factors in private hospitals.

The current study is an empirical research. The study was conducted by receiving responses from a sample size of 190 respondents who participated in the Doctors and Nurses’ survey.

The study results show the relationship between PC and the retention strategies of employees in hospitals. The research found that employees try to be committed to the hospital due to the image of the hospital and career development opportunities. Creating a sense of commitment among the employees towards their job and organisation, making to feel pride in the job, creating an attitude among the employees, a willingness to advocate the benefits and advantages and satisfaction among the employee towards the job and organisation.

With a population of more than one million employees (Doctors and Nurses) in the Indian health-care sector, the sample needs to be more adequate. However, these limitations present scope for future studies on this topic bearing on the aspiration for generalisation of the findings on the entire population.

The study has strong practical implications in strengthening the relationships by identifying the factors of PC and influencing the retention strategies of health-care professionals in the hospital.

This research explores the changing dynamics of the Indian health-care sector. Health-care professionals may perceive and react differently to the retention strategies and policies of the HR system in the health-care sector and have more expectations of PC fulfilment that enhance their capability to use professional skills and resources in the realisation of their organisational goals.

The main goal of employee retention is to prevent competent employees from leaving the company. When analysing the main reasons why employees leave and determining their turnover probability, the question arises: Which retention strategies have an actual effect on turnover and for which profile of employees do these strategies work?

To determine the effectiveness of different retention strategies, an overview is given of retention strategies that can be found in the literature. Next, the paper presents a procedure to build an uplift model for testing the effectiveness of the different strategies on HR data. The uplift model is based on random forest estimation and applies personal treatment learning estimation.

Through a data-driven approach, the actual effect of retention strategies on employee turnover is investigated. The retention strategies compensation and recognition are found to have a positive average treatment effect on the entire population, while training and flexibility do not. However, with personalised treatment learning, the treatment effect on the individual level can be estimated. This results in an ability to profile employees with the highest estimated treatment effect.

The results yield useful information for human resources practitioners. The personalised treatment analysis results in detailed retention information for these practitioners, which allows them to target the right employees with the right strategies.

Even though the uplift modelling approach is becoming increasingly popular within marketing, this approach has not been taken within human resources analytics. This research opens the door for further research and for practical implementation.

The present research focuses on improving the awareness related to soft total quality management (TQM) practices by looking from the viewpoint of strategic human resources (HR). In addition, it is intended to reflect on the resulting soft TQM-HR outcomes and determine the mediating effect between soft TQM-HR strategies and organizational effectiveness (OE).

An exploratory research methodology with an online survey technique was adopted for the study. Three hundred and three managerial-level personnel from nine large Indian manufacturing organizations participated in the research. A theoretical model is projected and verified using correlation and mediation analysis.

The results show that commitment, reduced turnover intentions and satisfaction levels of employees mediate the relationship between resources, development and retention strategies and OE. However, the retention strategy has the strongest association with the OE of the three strategies. Also, of the three HR outcomes, satisfaction was strongly associated with OE. The analysis proved that the proposed model is an acceptable fit.

Implementing HR-related TQM strategies will likely impact OE since it elicits positive HR outcomes such as commitment, reduced turnover intention and satisfaction. Recognizing human resources as a unique strategic asset will help HR managers devise adequate resourcing, development and retention strategies instrumental in executing TQM.

The present micro study is unique in scrutinizing the influence of soft TQM-HR practices on organizational effectiveness by analysing the mediating effects of commitment, reduced turnover intention and satisfaction in Indian large-scale manufacturing organizations. The study is unique since no literature deciphers the linkages between HR strategies and organizational effectiveness in the Indian manufacturing sector.

The purpose of this paper is to find out the effect of recruitment practices on the retention of commercial pilots by the airlines in India. Often it is found that trained pilots pilfered by other airlines within/outside of India and Indian aviation industry have to rely on expatriate pilots to fly the aircrafts. Newly appointed pilots are required to be trained due to the lack of experience, which is a huge investment by the airlines. Therefore, the recruitment and retention of the commercial pilots create challenges for aviation industry in India.

Research design of the present study was exploratory and descriptive to evaluate the effect of recruitment practices on the retention of commercial pilots by airlines in India. All together, 225 commercial pilots from different Indian airlines participated in the present study. Instruments were designed to understand the practices related to recruitment, selection and retention strategies of commercial pilots used by these airlines, and how pilots perceive about recruitment practices and its relevance for retention strategies in the organization. Data were analyzed using factor analysis, Pearson’s correlation and regression analysis

Results of data analysis have revealed five factors of retention and selection measures, which were encouraging and employee-friendly recruitment policy, impact of external factors, organizational internal factors, employment brand and organizational growth and self-advancement opportunities. Similarly, retention strategies measures had four factors, namely, positive work culture, opportunities for individual growth, development, and salary benefit package, and opportunity for self-achievement. Pearson product moment correlation coefficient result revealed significantly positive relationship between various dimensions of recruitment and selection to retention strategies. Further regression analysis revealed the effect of those recruitment policies on retention was positive.

Findings of this study could be potential bias and prejudice of the people involved and responded. As information was collected only form Indian commercial pilots, the findings might have changed if study was to be applied to a different country or economy. Random sampling error could not be ruled out. Preferred, accepted and perceived recruitment strategies and retention polices of Indian aviation sectors might be different as compare to other countries aviation sectors policies. Influence of cultural, organizational internal and external factors result might be different as compared to result of present study.

This is an important study, which will help the aviation sector to design recruitment policies and retention strategies to retain pilots to deal with a high level of attrition. Furthermore, present study will help the aviation sector in designing their policies and strategies, which forces pilots to remain with particular air carrier for longer time. It will give the same direction to other organizations, in general.

The concept of recruitment and retention is applicable to each and every service sector. There could be different parameters for the same. Social implication of the present study is the same as it is for the aviation sectors. It is implied that service sectors must have appropriate recruitment policies, i.e. encouraging and employee friendly recruitment policy, conscious and continuous evaluation organizations’ external as well as internal factor, efforts shall be made to create employment branding, always focus on growth and advancement opportunities for the employees and organization. Positive work culture, opportunities for individual growth and development, salary benefit package and opportunity for self-achievement will help employees to remain with the organization for longer time.

This is an original research in the area of understanding recruitment policies and retention practices of commercial pilots in Indian aviation industry. This study is related to practical and genuine problem of attrition. Not many studies are found in this particular area.

This paper aims to investigate how libraries prevent the loss of knowledge with people leaving or resigning, and the strategies they adopt to retain this knowledge and to transfer organizational knowledge to new employees.

Data were gathered from 101 academic librarians from 35 countries in 6 continents who provided qualitative answers to two open-ended questions in a survey questionnaire.

Documentation, training and digital repositories were found to be the primary strategies used. A number of respondents admitted to retention and transfer being done poorly. Very few libraries had a formal knowledge management (KM) process. The study proposes a theoretical framework for knowledge retention and transfer in libraries.

Libraries will be able to learn of retention and transfer strategies, and identify gaps in their KM process based on the mapping of a specific strategy to knowledge dimension or phase of the KM cycle.

This is the first empirical study in the area of knowledge retention in libraries. The study brings together the perspectives of libraries across the world. The primary research contribution is the theoretical framework which can be used to further research on knowledge retention and transfer in the context of libraries.

The major objective of the study is to investigate the effect of selected customer retention strategies (fair pricing, online marketing and frequent communication) on perceived service quality and organisational performance within the retail sector in Zimbabwe. Also, the study sought to understand the moderating role of ICT on the effect of customer retention strategies on perceived service quality and organisational performance.

A cross-sectional survey of 280 employees within Zimbabwe's retail sector was adopted and respondents were selected using simple random sampling method. A structured questionnaire with Likert type questions was used to gather data.

The study findings indicate that the performance of organisations within the retail sector is influenced by superior service quality, selected customer retention strategies and also moderated by the use of ICT.

The study contributes to the business management body of knowledge by assessing the effect of selected customer retention strategies (fair pricing, online marketing and frequent communication) on perceived service quality and organisational performance within the retail industry of an emerging economy. The study is also unique in that it used ICT to moderate the effect of selected customer retention strategies on perceived service quality and organisational performance.

As wireless penetration continues to increase worldwide, competitors in the mobile telecommunication industry are changing their strategies from a growth model to a value‐added one. The companies that can attract and retain customers in this highly competitive and increasingly saturated market stand poised to make considerable gains, and thus customer retention is an important field of study in this maturing market. Using the Canadian mobile phone market as an example, this work aims to study the major motivators of customer retention and their interrelationships, and assess the value that customers perceive with regard to the related advertising.

Based on a literature review and expert validation, the motivators of customer retention are divided into three dimensions and eight criteria. A systematic hybrid multiple criteria decision‐making (MCDM) method that combines the decision making trial and evaluation laboratory (DEMATEL) technique and the analytic network process (ANP) is used to examine the customer retention framework and to evaluate the promotional strategies used by various market players.

The interdependence relation shows that phone service quality, customer service quality, and phone plan quality are three major motivators in terms of causality with regard to brand image, customer service quality, and complaint management, while phone service quality has become a hygiene factor with regard to customer satisfaction and retention. The findings from an assessment of the promotional strategies used by the major players in the Canadian mobile telecoms industry suggest that well‐financed foreign entrants pose a risk to the major domestic carriers, and that successful promotional strategies will require strong leverage of their existing price and quality advantages.

This work adopted a hybrid MCDM approach to examine a major strategic issue in mobile telecoms, – i.e. customer retention – and demonstrated the strengths of using this method to investigate rapidly changing markets. The relative importance of the motivators of satisfaction and retention is investigated, and a strategy for customer retention in the mobile telecoms industry is provided to managers.

The purpose of this paper is to empirically examine employee‐retention strategies and performance in the Nigerian banking sector over the period 2000‐2005, with focus on Zenith Bank in Nigeria. The sector is unique in terms of its contribution to Nigeria's gross domestic product.

The survey research design involving the use of questionnaire and structured interview to obtain primary and secondary data from relevant books, journals and the internet were adopted. The paper also adopted the χ²‐analytical technique to test for significant relationship between variables.

The study revealed that it is more profitable for organizations to put in place appropriate employee‐retention strategies such as good organization's image, staff participation in decision making, enhanced and regular salary package, and humane treatment of employees as strategies for organizational performance.

Particularly, organizations are likely to experience frequent employee turnover for as long as they fail to put in place appropriate employee‐retention strategies, which is capable of preventing enhanced performance.

This paper provides insight into what could enhance the performance of organizations in their quest for quality service delivery and profitability. Its findings could also be a source of motivation to organizations in other sectors in the area of employee performance.

The purpose of this paper is to explore mechanisms of cultural distance in the base of Chinese Service Multi-National Enterprise (MNE) settings. When attempting to enter overseas markets, many service MNEs face challenges caused by the cultural distance between the home and host countries. Culture distance attracts much attention in academia and industry. However, there are few empirical works to examine how cultural distance affects customer orientation strategies in a global supply chain. This paper aims to answer the following research question: How is the effect of cultural distance on customer acquisition and customer retention strategies, and the effect of customer orientation strategies on the performance of service-oriented MNEs controlled by Chinese capital along the Belt and Road Initiative?

This paper examines the effect of cultural distance on the customer acquisition strategy and customer retention strategy, and the effect of customer orientation strategies on the performance of Chinese Service MNEs. A large-scale empirical study of Chinese Service MNEs operating in overseas markets is performed and questionnaires were distributed and collected. This paper uses Hofstede's method (Hofstede, 2010), Schwartz's method (Schwartz, 2003) and House et al.'s method (House et al., 2004) to calculate cultural distance. By using each kind of method, this study calculates the absolute culture distance and relative culture distance respectively.

The results suggest that cultural distance negatively affects customer orientation strategy, customer acquisition strategy positively affects performance and the interaction of customer acquisition and customer retention positively affects performance.

This study aims to contribute to the existing literature with a more fine-grained understanding of the inclusion of customer orientation strategy of Chinese Service MNEs in global supply chains.

The findings outline several important implications that Chinese Service MNEs seeking to expand to overseas markets.

This paper contributes a novel, combined perspective of culture distance and customer orientation strategy.

Much empirical evidence is in conflict with the expectations of the service‐profit chain which suggests that increases in customer satisfaction will increase customer loyalty and earn additional profits from customers. Management focus on the achievement of customer satisfaction and customer loyalty, and associated investment, might, therefore, be misguided, if they believe that the available empirical evidence supports a link between these variables and firm performance. The purpose of this paper is to help firms understand the value of their intangible assets – most notably the important role played by customers in increasing a firm's value.

On the basis of survey‐based research carried out in the Taiwanese credit card market, this paper generates a structural equation model facilitating the measurement and evaluation of the relative efficiencies of customer‐related strategies.

The findings help managers to understand the relationship between customer‐related strategies (customer acquisition, retention, and add‐on selling) and their impact on customer measures and ultimately firm performance. Customer lifetime value is shown to be the most important indicator of financial performance and the firm's shareholder value; the customer loyalty measure is shown to have no impact on shareholder value, and to be negatively related to the implementation of an acquisition strategy.

The paper is conducted within the Taiwanese credit card market, and the findings may not be generalisable to other locations or to other markets.

These empirical findings suggest that marketing strategy has a central role in the formulation of financial policy, since such strategies can be shown to have an impact on the financial value of the business.

The paper provides further evidence linking customers with firm value, which will be important for management decision making and resource use.