Employee Engagement in Captive Offshore IT Services Environment in MalaysiaTools Tan, Yew Seng (2017) Employee Engagement in Captive Offshore IT Services Environment in Malaysia. [Dissertation (University of Nottingham only)]
AbstractEmployee engagement has received tremendous interest in recent years. Many studies have linked it to a host of organizational outcomes, ranging from organizational productivity, employees attrition, customer satisfaction, profitability and more. However, various industry reports from the likes of Aon Hewitt, Gallup International and SHRM have all reported disturbing down trends of engagement globally. As more global organizations shift works to cheaper offshore destinations, the challenge to dealing with employees that are geographical dispersed and culturally diverse further aggravated the issue of engagement. Malaysia is rated among the top three offshore destinations in the world together with India and China. Although there has been much literature on employee engagement in the context of offshore and outsource industry, the Malaysian perspective seems to be lacking. The aim of this study is to look at the factors driving employee engagement in captive offshore IT companies in Malaysia. Therefore, existing literature was counted upon to develop a sound conceptual framework around the construct of job characteristics, employee demographics, organizational culture of participation/involvement and internal communications to induce employee engagement. Data was gathered primarily using a quantitative approach of online questionnaires and supplemented by semi-structured interviews with HR and line managers in the organizations involved. A total of 107 responses across five organizations were collected in the study. The results were then statistically analyzed in order to identify the factors with significant influences over employee engagement. Interestingly, all factors demonstrated significant positive relationship with engagement although job characteristics (challenges in job) and culture of participation/involvement being the most significant but analysis on demographics factors did not reveal any significant links to engagement. The findings were further complemented by the semi-structured interviews. The outcome of the analysis was then used to recommend possible employee engagement practices that could strategically increase the engagement of employees in Malaysian captive offshore IT companies.
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