Improving Employee Satisfaction via Performance Appraisal

This research project delves into the crucial role of performance appraisals in enhancing employee satisfaction and motivation within Hotel Crowne Plaza. The report begins with an overview of the research, outlining the background, rationale, aim, objectives, and research questions. It then proceeds with a comprehensive literature review, exploring the concept of performance appraisals, their importance in the context of employee satisfaction and motivation, and the specific techniques employed. The methodology section details the research approach, philosophy, and methods used, while the findings, analysis, and discussion sections provide a deep dive into the data collected. The report concludes with a summary of findings, recommendations for improvement, and anticipated limitations. The study uses a positivist research philosophy and an inductive approach, employing qualitative research methods to gain in-depth insights into the subject matter. The research covers various aspects of performance appraisal, including its implementation, impact on employee behavior, and its effect on the overall success of Hotel Crowne Plaza.

Research Project

Table of Contents
TITLE:.............................................................................................................................................1
CHAPTER 1: INTRODUCTION....................................................................................................1
Overview of research..................................................................................................................1
Background of topic....................................................................................................................1
Rationale of research...................................................................................................................2
Research aim...............................................................................................................................2
Objectives:...................................................................................................................................2
Research questions......................................................................................................................2
CHAPTER 2: LITERATURE REVIEW ........................................................................................5
Concept of performance appraisals.............................................................................................5
Importance of employee satisfaction and motivation at Hotel Crowne Plaza............................5
Role of performance appraisal techniques in satisfying employees satisfaction and motivation
at Hotel Crowne Plaza.................................................................................................................6
Ways through which performance appraisal techniques can be implemented at Hotel Crowne
Plaza for motivation and satisfaction of employees....................................................................6
CHAPTER 3: RESEARCH METHODOLOGY ............................................................................8
CHAPTER 4: DATA FINDINGS, ANALYSIS AND DISCUSSION.........................................10
Analysis and discussion............................................................................................................12
CHAPTER 5: CONCLUSION, RECOMMENDATIONS AND ANTICIPATED LIMITATIONS
........................................................................................................................................................25
Conclusion.................................................................................................................................25
Recommendations.....................................................................................................................25
Anticipated limitation................................................................................................................25
REFERENCES..............................................................................................................................26

TITLE:
“To identify the role of performance appraisals in improving employee satisfaction and
their motivation in the organisation.” A study on Hotel Crowne Plaza.
CHAPTER 1: INTRODUCTION
This research is based on performance evaluation technique of employees and its impact
on satisfaction and motivation of workforce. While starting this research, there will proper
planning regarding performing research activities. This is done under research project
specification. This is the document which creates legal obligation for conducting research
activities with considering aims, objectives, literature review, data analysis tools, etc. through
which research aims and objectives can be achieved (Boachie-Mensah and Seidu, 2012).
Overview of research
Performance appraisal is the technique through which evaluation of employees
performance can be done to identify capabilities and skills of employees. It is important to
properly analyse performance of employees through which positive impact on overall growth
and development of association is possible. Performance appraisal is done by top level managers
of organisation through which level of learning can be known. With knowing level of
performance, there must be proper guidance and training programme through which they can
improve their performance. This investigation is based on Hotel Crowne Plaza which is one of
the longest hotel chain in hospitality industry. There are many employees working for providing
satisfactory services to consumers.
Background of topic
Hotel Crowne Plaza is best organisation who provides services to consumers as per their
preferences. This is possible when employees are satisfied and they are able to satisfy their
personal aims and objectives. Hotel Crowne Plaza provides lavish services to consumers
according to their demand. These days, there are different reasons for which consumers stay at
Hotel Crowne Plaza, so in this case employees has to be ready to face different and unexpected
situation. This can be done when they are trained (Cho and Perry, 2012). Performance evaluation
will be done on the basis of feedback from consumers, analysing output from consumers, etc.
Performance appraisal strategies are framed by Human resource department, hence manager of
Hotel Crowne Plaza has to make effective appraisal strategies through which motivates
1

employees. When employees are satisfied then they give give best output and this makes good
Hotel Crowne Plaza as good brand in industry.
Rationale of research
Rationale behind conducting this research is to determine importance of performance
appraisal techniques to maintaining long term relations with employees. There are many changes
in hospitality sector, hence with this investigation evaluation techniques can be learned which
has direct relation with employee satisfaction. Researcher is able to learn implementation of
performance appraisal and its impact on working efficiency of workers. This topic is related to
human resources management which is interesting stream for researcher. Researcher is able to
implement appraisal techniques in future while operating own business. This topic is interesting
and related to employees, so it is easy to collect primary information from workers of Hotel
Crowne Plaza. There will proper knowledge about employees mindset which is fruitful for
researcher if they conduct business in near future and able to make appraisal strategies
appropriate and relevant. Hence this topic is selected for conducting investigation (Elnaga and
Imran, 2013).
Research aim
“To identify the role of performance appraisals in improving employee satisfaction and
their motivation in the organisation.” A study on Hotel Crowne Plaza.
Objectives:
 To understand the concept of performance appraisals.
 To analyse the importance of employee satisfaction and motivation at Hotel Crowne
Plaza.
 To determine the role of performance appraisal techniques in satisfying employees
satisfaction and motivation at Hotel Crowne Plaza.
 Recommend some ways through which performance appraisal techniques can be
implemented at Hotel Crowne Plaza for motivation and satisfaction of employees.
Research questions
 Do you understand the concept of performance appraisals?
 What is the importance of employee satisfaction and motivation at Hotel Crowne Plaza?
2

 What is the role of performance appraisal techniques in satisfying employees satisfaction
and motivation at Hotel Crowne Plaza?
Gantt chart- Gantt chart is the graphical presentation of research activities with allotted
time, hence this research technique provides complete information information about time
required to conduct investigation. This makes team mates aware about sequence of research
activities and this reduces possibilities of duplication of investigation activities (Cho and Perry,
2012).
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4

CHAPTER 2: LITERATURE REVIEW
Concept of performance appraisals
Performance appraisal is the process for collecting, analysing and recording data relaetd
to working style of employees. Hence this is the measure through which performance of workers
are measured and accordingly benefits are provided. There are possibilities of negative outcome
as well, so in that case managers of Hotel Crowne Plaza have to take corrective actions through
which they can improve it. With performance appraisal there is direct relation with employees
satisfaction. Hence performance appraisal is the effective and powerful tool through which
retention of workers in organisation can be increased. There are different ways through which
performance appraisal is possible such as rating method, check list, 360 degree appraisal, etc.
There are different reasons of conducting performance appraisal such as to judge gap
between actual and anticipated performance of worker, to make long term relations with
workers, to bridge gap between organisational and employee's objectives. Performance appraisal
assist to maintain positive environment at Hotel Crowne Plaza because in this feedbacks are
taken from colleagues and other staff members as well. There are different personal aims and
goals fore which workers are working at Hotel Crowne Plaza, hence if performance of
employees is up to the mark, then managers provides them monetary or non monetary benefits.
This motivates workers to give best through consumer satisfaction.
Importance of employee satisfaction and motivation at Hotel Crowne Plaza
Employees are the one of the major sources with which best services are offered to
consumers at Hotel Crowne Plaza. There are many consumers having difference in their demand.
So it is responsibility of employees to understand what is their preference and how to provide it.
When employees are satisfied then they perform assigned roles and responsibilities in better
manner. When consumers are satisfied with services offers by Hotel Crowne Plaza then they
prefers to re- visit hence brand image of Hotel Crowne Plaza increases in industry. According to
Taylor. M. 2019, There are different factors which keeps employees satisfied at work place such
as respect, security, trust, etc. When workers are satisfied, then there is positive environment at
workplace and this assist to keep long term relations with workers.
When new employee is joined at Hotel Crowne Plaza, they can acknowledge with
environment and get familiar environment. Hence Hotel Crowne Plaza is one of the best priority
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for new candidates in industry. With satisfaction of workers, there is increment in probability and
productivity of Hotel Crowne Plaza because employees are giving best. Employees are loyal
towards their organisation and this gives competitive advantage to Hotel Crowne Plaza in
hospitality industry.
Role of performance appraisal techniques in satisfying employees satisfaction and motivation at
Hotel Crowne Plaza
Performance appraisal is the technique through which proper collection of performance
of workers for analysing and knowing difference in actual and pre-n determined targets. This is
the best way through which negative and positive performance of workers can be evaluated and
actions are taken to implement it. With performance appraisal workers at Hotel Crowne Plaza
perform business operations in appropriate manner. There are different techniques such as
BARS, Force choice method, performance test, Graphical rating style, etc. but similar method
has to be used for all the employees. This keeps employees satisfied that they are evaluated with
same basis.
According to Varma. C. R. 2019, there are different aims and objectives of employees.
Lower level employees at Hotel Crowne Plaza have monetary benefits while upper level
managers want designation. With performance appraisal employees efficiency can be evaluated
as positive and negative. In case of positive, benefits to workers are provided as per their
personal objectives. This makes them satisfied and they retain with Hotel Crowne Plaza for
longer time. With the help of performance appraisal, there is proud among employees of Hotel
Crowne Plaza so it motivates other workforce as well to give best and get rewarded and awarded.
With proper performance appraisal employees are ready to volunteering and accept their roles
and responsibilities which they accomplish with positive outcome.
Ways through which performance appraisal techniques can be implemented at Hotel Crowne
Plaza for motivation and satisfaction of employees
According to Varma. C. 2017, Performance appraisal is crucial decision taken by
managers of organisation for satisfying and retaining employees with association. With labour
turnover is high in organisation, then there is flaws in organisation culture and environment,
hence wit performance appraisal managers of Hotel Crowne Plaza came to now about mindset of
workers regarding organisation. There must be proper and specific manner through which
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performance appraisal techniques has to be implemented. In case of Hotel Crowne Plaza there
must bean independent person from head office, so possibilities of partiality and biasness is less.
There should be some specified time when performance appraisal techniques has to be
implemented. There is proper communication regarding proper technique of performance
appraisal, so basis of evaluation is clear to workers. This motivates them to perform roles and
responsibilities properly. There should be regular interaction with employees, so their perception
regarding working policies can be clear. With performance appraisal reward, there must be
satisfaction of personal aims of workforces, so hey are motivated and give best for providing
satisfaction to consumers. In case of negative feedback from consumer regarding employees and
their services or behaviour, then it should be communicated to employees. Reason behind it has
to be asked and provide ways to deals with such situation. This improves performance of
individuals and get familiar environment at Hotel Crowne Plaza.
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CHAPTER 3: RESEARCH METHODOLOGY
Research methodology is the framework which defines different tools and techniques
considered for achieving research aims and objectives. This is the prospect through which reader
is able to know about techniques which are used in investigation and justification behind it. In
order to study different research techniques in- depth “Research Onion” framework is used.
Some tools and techniques are discussed as under-
Research philosophy- Research philosophy are the set of some beliefs and ideas which
have direct relation with investigation topic. Hence these belief and ideas have impact on
research outcome. There are three types of research philosophies i.e. pragmatist, positivist,
pragmatist. In this investigation, positivist philosophy is used. As per this method, there is debate
over qualitative method. This is relevant for understanding different aspects and making proper
decisions related to research topic.
Research approach- Research approaches are the aspects under which investigation is
done under specific plans and procedure through which investigation is done. There are two
types of research approach i.e. deductive and inductive. In this investigation, inductive approach
is used because this is based on qualitative method. Inductive approach starts with big aspects
and then covers small things related to research topic.
Research method- There are some specific methods in the form of which research is
done in sequential and relevant manner. There are two methods of research i.e. qualitative and
quantitative research. Qualitative research method is used in this investigation because this
technique gives in- depth knowledge about performance appraisal. This technique focus on
reason of specific justification rather than identifying what of research technique. So clear
justification can evaluate by reader to enhance knowledge (Manzoor, 2012).
Source of data- there is requirement of some information on the basis of which
information can be interpreted for giving correct and absolute conclusion and recommendation
can be provided. There are two methods of collecting information i.e. primary and secondary
data. Primary data is collected by researcher from respondents who have knowledge about
performance appraisal techniques. This information is collected by asking questions as
questionnaire. While secondary information is collected with online sources, newspaper,
journals, etc. In this investigation, both the methods are used in this investigation through which
in- depth knowledge can achieved.
8

Time Horizon- There is requirement of different time to complete investigation, hence
with the help of time horizon, there is discussion about different expected time to complete
investigation. There are two types of time horizon i.e. longitudinal and cross sectional. In this
study, cross sectional is used because there is pre- determination of time for each activity. This
helps to complete whole study within specified time.
Sampling- Sampling is the process through which some respondents are selected from
whole population for collecting their views. In this investigation, simple probable random
sampling is used to collect information. Under this method, there is discussion about candidates
are selected frequently, so possibilities of getting affected is low. Primary data is collected from
10 managers of Hotel Crowne Plaza who have knowledge about performance appraisal and its
impact on employee satisfaction and motivation (Moriano and et. al., 2014).
Research reliability and validity- This research is valid and reliable because secondary
information is collected from authentic and dated sources, while primary information is also
collected from managers of Hotel Crowne Plaza who have knowledge about impact of
performance appraisal. So investigation is reliable and authentic which can be used for future
consideration.
Research ethics- Research is the study which can be considered for further investigation,
hence there is requirement of some ethical considerations. Confidentiality, informed consent and
anonymity are the ethical aspects which are considered under this study. Confidentiality is the
major aspect which has to be considered by sharing outcome of this study are shared by parties
which are related to it and have interest in it. Consent of managers of Hotel Crowne Plaza are
informed by telling them about investigation. Anonymity is considered by not revealing identity
of respondents in research.
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CHAPTER 4: DATA FINDINGS, ANALYSIS AND DISCUSSION
Data analysis is the process under which information is collected from respondents and
online sources properly in order to give correct and appropriate recommendations and
conclusions. Thematic analysis is used for proper data analysis under which different themes are
used to show different questions. This is the main and appropriate way to communicate about
question to reader.
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Questionnaire
Name:
Employee ID:
Department:
Q1. Do you have idea about performance appraisal?
Yes
No
Q2. Is there positive impact on performance of workers with regular performance appraisal?
Yes
No
Q3. Why it is important to keep employees satisfied and motivated at Hotel Crowne Plaza?
To maintain long term relations
Increasing workers efficiency
Employee satisfaction and commitment
Q4. What is the outcome of performance appraisal on workers of Hotel Crowne Plaza?
Positive
Negative
Q5. What are the main factors which has to be considered while evaluating performance of
workers at Hotel Crowne Plaza?
Past record and experience of employee
Designation
Other worker's feedback
Q6. Which of the following technique is best for the purpose of performance appraisal and
keeping workers satisfied?
Ranking
Check list
MBO (Management by objectives)
360 degree appraisal
Q7. Are employees currently satisfied with performance appraisal techniques follows by
Hotel Crowne plaza?
Yes
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No
Q8. What are the benefits of performance appraisal for Hotel Crowne Plaza?
Satisfied work force
Positive environment
Goodwill in industry
Q9. What are the challenges faced by managers of Hotel Crowne plaza in planning and
implementing performance appraisal techniques?
Improper feedback
Possibilities of partiality
Lack of knowledge about appraisal techniques
Q10. Recommend the measures that must be used by Berkeley hotel to reduce conflicts at
workplace.
Analysis and discussion
Theme 1: Idea about performance appraisal
Q1. Do you have idea about performance appraisal? Frequency
Yes 7
No 3
12
Yes No
0
1
2
3
4
5
6
7
7
3

Interpretation- In current market, there is requirement of performance appraisal to keep
workers satisfied. As per view of 7 managers, they have knowledge about performance appraisal,
its techniques and impact on worker's performance. While remaining 3 mangers do not have
knowledge about it. Hence it is interpreted that it is easy for Hotel Crowne Plaza to analyse best
technique for keeping workers satisfied. This is significant and relevant in current market
because workers want their hike for satisfying their personal aims and objectives. It is easy to
creates awareness among remaining 3 managers with proper sessions and training.
Theme 2: Positive impact on performance of workers with regular performance appraisal
Q2. Is there positive impact on performance of workers with
regular performance appraisal?
Frequency
Yes 8
No 2
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Interpretation- Employees are the sources who work on the behalf of Hotel Crowne
Plaza in front of others. They also have some personal aims and targets so managers of Hotel
Crowne Plaza have to analyse them and provide appropriate strategies. As per view of 8
managers, employees are satisfied with proper performance appraisal techniques. They are ready
to work with more dedication because they are getting in return of it. While remaining 2
managers says there is no impact on performance of employees because there are possibilities of
conflict among workers regarding performance evaluation. So this does not assist to improve
their performance while operating in organisation.
14
Yes No
0
1
2
3
4
5
6
7
8
8
2

Theme 3: Importance of keeping employees satisfied and motivated at Hotel Crowne Plaza
Q3. Why it is important to keep employees satisfied and
motivated at Hotel Crowne Plaza?
Frequency
To maintain long term relations 5
Increasing workers efficiency 3
Employee satisfaction and commitment 2
15
To maintain long term relations
Employee satisfaction and commitment
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
5
3
2

Interpretation- Performance appraisal is the monetary or non- appraisal benefits to
employees because of their good working. This is the return, workers want in lieu of their input.
As per view of 5 managers if employees are satisfied then it is easy to maintain long term
relations, 3 candidates favours for that efficiency of workers gets improved and remaining 2
workers favours for employees satisfaction and commitment. Hence it is interpreted that majority
of candidates says that long term relations is possible with workers so it improves productivity of
Hotel Crowne Plaza by providing satisfactory services to consumers. So with the help of
performance appraisal techniques, employees are satisfied and motivated to give best outcome
for achieving organisational aims and objectives.
Theme 4: Outcome of performance appraisal on workers of Hotel Crowne Plaza
Q4. What is the outcome of performance appraisal on workers of
Hotel Crowne Plaza?
Frequency
Positive 6
Negative 4
16
Positive Negative
0
1
2
3
4
5
6
6
4

Interpretation- With implementing performance appraisal techniques, here is difference
in working style of workers because they are ale to achieve their personal aims and objectives.
Hence as per view of 6 managers, there is positive impact on performance of workers, while
remaining 4 managers says there is negative impact. So it is clear that positive impact with
implementing performance technique is possible. When consumers are getting financial and non
financial benefit, then they feel that with their better performance brand image of Hotel Crowne
Plaza gets improved and revenues gets improved with ultimately assist workforce to improve
their performance.
Theme 5: Factors which has to be considered while evaluating performance of workers at
Hotel Crowne Plaza
Q5. What are the main factors which has to be considered while
evaluating performance of workers at Hotel Crowne Plaza?
Frequency
Past record and experience of employee 5
Designation 4
Other worker's feedback 1
17

Interpretation- There are different factors which has to be considered by managers of
Hotel Crowne Plaza while performance evaluation of employees such as their experience, post,
etc. As per view of 5 managers past experience and record of candidates has to be considered, 4
managers says designation has to be considered, remaining 1 managers says that feedback from
other employees as well. So it is interpreted that managers while performance evaluation,
experience and past record has to be considered. This makes appraisal justified and Hotel
Crowne Plaza can get positive impact of it.
18
Past record and experience of employee
Designation
Other worker's feedback
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
5
4
1

Theme 6: Best technique for performance appraisal
Q6. Which of the following technique is best for the purpose of
performance appraisal and keeping workers satisfied?
Frequency
Ranking 2
Check list 4
MBO (Management by objectives) 3
360 degree appraisal 1
19
Ranking
Check list
MBO (Management by objectives)
360 degree appraisal
0
0.5
1
1.5
2
2.5
3
3.5
4
2
4
3
1

Interpretation- There are different techniques for performance evaluation covers under
traditional and modern methods. According to 2 managers ranking style has to be used, 4
managers favours for check list, 3 individuals have view that management by objectives is bet
and remaining 1 manager have idea that 360 appraisal is best. As per view of majority
candidates, check list technique is best because overall test is possible about candidates. With
this technique, there is fair evaluation as all the basis of check list are same for all the candidates.
Theme 7 : Satisfaction of Employee with current performance appraisal techniques
Q7. Are employees currently satisfied with performance
appraisal techniques follows by Hotel Crowne plaza?
Frequency
Yes 7
No 3
20

Interpretation- Hotel Crowne Plaza is the organisation where many employees working
and providing best services to consumers on the behalf of their organisation. Hence with
performance appraisal, employees are satisfied as per view of 7 managers, while remaining 3
says no workers are not satisfied with current performance appraisal policies of Hotel Crowne
Plaza. As majority of employees are satisfied so it is interpreted that there is requirement of
interpretation some improvement in current performance appraisal techniques for satisfying
remaining employees as well.
Theme 8: Benefits of performance appraisal for Hotel Crowne Plaza
21
Yes No
0
1
2
3
4
5
6
7
7
3

Q8. What are the benefits of performance appraisal for Hotel
Crowne Plaza?
Frequency
Satisfied work force 4
Positive environment 3
Goodwill in industry 3
22
Satisfied work force
Positive environment
Goodwill in industry
0
0.5
1
1.5
2
2.5
3
3.5
4
4
3 3

Interpretation- There are some benefits of performance appraisal for organisation. There
are 4 mangers who says that work force gets satisfied, 3 respondents favours that positive
environment at organisation, remaining 3 candidates says Hotel Crowne Plaza have good image
in industry. So it is interpreted that with proper performance appraisal, employees are satisfied
and this assists in providing satisfactory services to consumers.
Theme 9: Challenges faced by managers of Hotel Crowne plaza in planning and
implementing performance appraisal techniques
Q9. What are the challenges faced by managers of Hotel Crowne
plaza in planning and implementing performance appraisal
techniques?
Frequency
Improper feedback 3
Possibilities of partiality 5
Lack of knowledge about appraisal techniques 2
23

Interpretation- There are some challenges as well for managers of Hotel Crowne Plaza in
implementing and planning performance appraisal techniques. As per view of 3 managers,
improper feedback from colleagues affects negatively, 5 respondents says there are possibilities
of partiality in mind of managers and remaining 2 candidates says there are possibilities that
concern personnel do not have proper knowledge about appraisal techniques. So it is interpreted
that major challenge faced by managers of Hotel Crowne Plaza is partial behaviour of concern
authority.
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Improper feedback
Possibilities of partiality
Lack of knowledge about appraisal techniques
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
3
5
2

CHAPTER 5: CONCLUSION, RECOMMENDATIONS AND
ANTICIPATED LIMITATIONS
Conclusion
From the above discussion, it is concluded that there is requirement of proper
performance appraisal through which employees are satisfied. When work force is satisfied, then
they want to remain in Hotel Crowne Plaza for longer term and improves brand image in
hospitality industry. While planning for performance appraisal techniques, all the methods has to
be evaluated, so possibilities of conflict among workers is less. There must be a party who is
independent body and have complete knowledge about performance techniques. Check list
method is best because there is common basis under which employees are evaluated. Past record
and working experience of workers has to evaluated to appraisal fairly.
Recommendations
Performance appraisal is crucial decision for Hotel Crowne Plaza so there are some
recommendations through which proper evaluation is possible. There are some
recommendations-
There must be an independent party who have knowledge about performance appraisal
techniques. With this there is no partiality and possibilities of conflict is also nil.
In order to evaluation performance, basis must be remain same. This makes performance
appraisal fair and correct.
Employees must have knowledge about different technique and time when they are
evaluated. This makes workers known that they have to perform well for attaining good
monetary and non monetary terms.
Anticipated limitation
There are some limitation while conducting this investigation, researcher face some
issues as well. There is requirement of different resources such as finance, internet connection,
communication technique, etc. researcher face issue regrading financial resources because
budget set of this investigation is less as compared to actual. Hence researcher is not able to
communicate collect secondary data properly.
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Online
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FOR ORGANIZATIONAL PERFORMANCE. [Online] Available through:
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abstract_id=3073813>./
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