AN APPLICATION OF HUMAN PERFORMANCE TECHNOLOGY IN SUPERMARKETS.

      Аннотация: The book is based on the research work to improve the organizational performance of a chain of supermarkets by applying the Human Performance Technology (HPT) for the doctorate degree program. Human Performance Technology (HPT) based models are found to be more appropriate tools for assessing and improving the performance of an organization. Many types of HPT models are available in the literature. The ISPI HPT model is widely used for solving performance related issues in firms. The ISPI model used in the study is very specific to supermarkets in India. The study identified Emotional Intelligence, Job Satisfaction of the employees and Retail Service Quality as the major contributors for enhancing the organizational performance of the supermarket. Major interventions like training of front-end employees, work design, job design, work methods, staffing, compensation and benefits and organizational communication at store level were also identified from the study.

Ключевые слова: Human Performance Technology, Emotional Intelligence, job satisfaction