Need to deal with people in financial difficulty they

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need to deal with people in financial difficulty. They should be passionate about customer service. Bank H also stated: We're looking for people who share our values of caring, passion, integrity and ambition to be involved in a business that is inspired by success. (Website, Bank H) At the time of selection, these specified values were compared against predefined organisational values to make sure the bank recruited the most suitable employee. As Respondent H1 stated:
139 From a values point of view, there are probably two ways to answer that question. What are the organizational values? Because those are things that we test against through a selection process. The fit between individual values and organisational values supports the study by Diskienė and Goštautas (2013) . Respondents reported that they need employees to align with organisational values due to the reason that they perceived that the values held by individuals reflected how employees got along with each other on the job, as well as with stakeholder groups such as customers, local communities and shareholders. In other words, the quality and extent of interaction with stakeholders with the bank is based on the degree to which employees’ values align with the banks' values. Related comments were: Supporting our customer-focused strategy is a strong set of company-wide values, which are embedded in our culture. These are: delighting customers; one team; integrity; courage; and achievement. (Annual Report, G, p. 9) Values reflect … and how we work together - both in our interactions with each other as well as with our customers, communities and other stakeholders. (Website, Bank H) Banks appear to believe that aligning employee values with the bank s values reflects what is great about the bank or what advantages the bank may have over competing firms. This view was not supported in the previous studies. Instead, much research recognised that HC as a whole concept contributed to achieving advantages over competitors (Jassim & Jaber, 2007; Rastogi, 2000). 5.3.4 Knowledge Researchers frequently used the term Knowledge in defining HC (Baron, 2011; Brennan & Connell, 2000; Cuganesan et al., 2007). Also, the New Zealand banks noted that employee knowledge is an essential criterion for every job. Publishing their vacancies together with job descriptions is a standard practice in the New Zealand banks interviewed and thus, the researcher referred to these job descriptions during the data collection process and found that every applicant must have the necessary educational qualification before applying for a job. The qualification requirement is dependent on the job role, and usually entry level jobs require secondary school qualifications, whilst other positions need either professional memberships or tertiary qualifications. Respondent J1 confi rmed the researcher’s observation, stating that:
140 If we talk about educational qualifications, they are dependent on the positions. If it is in the case of above managerial positions, yes we do need degree qualifications. For levels below the managerial, we just recruit

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