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� THE CHICKEN AND EGG STORY OF EMPLOYEE AND PERFORMANCE OF SECURE SECURITY SDN. BHD

Alan Fun-Foo, Chan (Putra Business School)

*Keng-Kok, Tee (Monash University)

Jo Ann, Ho (Universiti Putra Malaysia)

Thanuja, Rathakrishnan (Universiti Putra Malaysia)

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Problem:

1. Losses suffered by clients up to RM400k

2. Threat from a major client to terminate contract

3. High employee turnover

Discipline:

Human Resource Management

Context:

Call Centre

(AMS)

Root Cause:

1. Training

2. Recruitment and Selection

3. Work Stress

4. Remuneration Package

Recommendation (Short-term)

1. Revised Salary Structure

2. Job Analysis

3. Pay Policy Identification

4. Pay Survey Analysis

5. Pay Structure Creation

Recommendation

(Long-term)

1. Recruitment and Selection

2. Training

Theories:

1. Maslow Hierarchy of Needs

2. Herzberg Two Factor

3. Equity Theory