Driving Customer Satisfaction Through HR: Creating and Maintaining a Service Climate is the first in a series of research papers made available to Society for Human Resource Management (SHRM) members by the Society for Industrial/Organizational Psychology (SIOP).
The planned series of industrial/organizational research papers reflects a collaboration between the two groups to distill evidence-based science into readable, actionable formats that help HR practitioners solve everyday issues.
“This collaboration is important to making this knowledge more accessible to our members so they have really good, deep HR-related research” on industrial/organizational psychology, said Mark Schmit, Ph.D., SPHR, SHRM’s director of research and a member of SIOP. Industrial/organizational psychology is the study of the workplace, according to SIOP’s website.
Unfortunately, it can be difficult for the layman to reach such dense, voluminous findings, Schmit observed.
“The idea is to make the [SIOP] best-practice research more accessible to organizations” in a more digestible form so that it gets “into the practice stream more quickly,” he said. The aim is to have SIOP research to SHRM members on a quarterly basis.
The formal collaboration dates to 2008.
Deb Cohen, SHRM’s chief knowledge development and integration officer, noted in an article that she wrote for the SIOP website that the two organizations share a “like-minded focus.”
It’s a focus “on outcomes that benefit the profession. Consequently, working together on certain initiatives makes sense and provides myriad opportunities for collaboration,” she wrote.
“More effectively linking science with business and HR practice will be helpful in supporting HR’s strategic contribution to organizational excellence,” she added.
Schmit pointed to a recent SIOP paper on customer satisfaction as an example of how the collaboration will work. The topic is one SHRM suggested, SIOP researched and SHRM edited and posted on the SHRM website.
The collaboration has extended to the SHRM Foundation reaching out to SIOP members with offers of content and teaching resources and funding opportunities, according to Cohen, and to presenting at each other’s conferences. SHRM has exhibited at the annual SIOP conference since 2005 and SIOP members have presented at SHRM conferences.
SIOP member John Scott, Ph.D., for example, was scheduled as a presenter on April 12 at SHRM’s 2011 Staffing and Talent Management Conference & Exposition in San Diego.
Schmit presented at SIOP’s 26th Annual Conference on April 14, 2011, in Chicago. His topic was “Sustainability Business Practices in the Workplace: Prevalence, Methods and Outcomes.”
HR Has Key Role in Sustainability Strategy, Report Finds; SHRM Ethics & Sustainability Discipline; April 2011