Strategic human resource management is very important in order to gain competitive performance by utilising human resource of an organisation effectively. By considering the importance of SHRM on employees performance, this research was conducted. The study and analysis were carried out to find out the issues faced by customer service agents from the organisation. The study was conducted for 100 customer service agents of a manpower agency at Chennai International Airport. This study found that irrespective of designation, only 38 employees are willing to continue for one to two years in the company and 42 employees are willing to continue for two to seven years in the organisation. Senior customer service agents were not willing to continue in the organisation. Post graduate employees were less satisfied with salary, other perks, responsibilities within the organisation, appreciation, support, respect and honour received from the organisation.
|Journal||International Journal of Services and Operations Management|