THE EFFECT OF HRM PRACTICES AND DISTRIBUTIVE JUSTICE ON MILLENNIALS’ WORK ATTITUDES IN OUTSOURCED CUSTOMER SERVICE ROLES IN THE NIGERIAN BANKING INDUSTRY.
Abstract
Purpose: Globalization, privatization and technological advancement have supported the adoption of flexible employment contracts in developing economies like Nigeria where the economy is in recession with high unemployment rate and high cost of doing business. This research focuses on outsourced Millennials in customer service roles and the resultant effects of work attitudes.
Theoretical Framework: The study focusedon the Social Exchange Theory & Norm of Reciprocity (Homans, 1958) and equity theory (Adams 1965). The study posited that Human Resource Management practices of Training and Development, Career Development, Supervisor Support and Job Security are related to work attitudes of customer service employees.
Methodology: The study analysed the data of 204 outsourced customer service employees in the Nigerian Banking industry using online survey questionnaires. The hypotheses were articulated and tested using regression analysis.
Findings: The results showed that Human Resource practices influence work attitudes of customer service employees.
Research, Practical & Social Implications: Organisations mustinvest in HR practices in outsourcing employment contracts.
Originality: This study attempts to examine the effect of outsourcing customer service roles in the banking industry to Millennials and the resultant effects on work attitudes.
