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resource and considered as capital for any organization. Management is involved in designing and applying programs planned to enhance the employees' performance in order to improve the organization effectiveness. It's their responsibility to group together employees' activities in such a manner which will encourage integration and cooperation (Haunchild, 2003) (Pyzdek, 2003). Management's role also include creating a climate of trust to improve employment relation, and organizing the company's training policies and activities in such a way that obtains better results from the business as well as individuals by managing and measuring its performance within agreed framework of set objectives and competence requirements. It also has to assess and improve performance, identify and satisfy learning and training requirements (Armstrong, 2006).

Employee relations as a phrase remain unclear. Employee relations are concerned with maintaining relationship between employees and employers that contribute to high productivity, morale and motivation. It is supposed to take into account employees work issues like preventing and resolving problems which occur due to the work environment and which can affect the working situations. Historically, the motivation behind all the research conducted on employee relations and satisfaction in the past few decades, was the belief that it influenced employee productivity and retention (Allen and Wilburn, 2002). Studies carried out by researchers confirmed the relationship between organisation's productivity and employee satisfaction (Allen and Wilburn, 2002). In later years, an additional issue arose: the influence of employee satisfaction on customer satisfaction in predominantly service oriented settings. There are many scholars like Ryan, Schmit and Johnson (1996 cited by Allen and Wilburn, 2002), Wiley and Brookes (2000 cited in Armstrong, 2008) and others researched and confirmed the association between satisfaction of employees and satisfaction of customers. It is believed that motivated employees with high morale who are satisfied with the working conditions produce satisfied customers (Allen and Wilburn, 2002). Employees are more productive when organizations value them. They will make more contributions will work more effectively and efficiently when businesses recognize their issues. If they are satisfied with their job and work environment, they will serve the customer needs carefully. Allen and Wilburn (2002) conceptualized the drivers of employee satisfaction into five categories: pay, work conditions, supervision, promotion and colleagues. Others studied four categories of drivers of overall employee satisfaction: the employee, job itself, the company and the environment. These have control or can influence the employee characteristics, thus work behaviours. As characterized by CIPD, employee relations can be distinguished mainly as a set of skills rather than as a management function or activity. Employee competencies and skills are still considered essential by businesses for attaining benefits such as performance by focusing on employee involvement, engagement and commitment (Web 9). Employee relations can also be tactical when managing business risk. In her research, Ostroff (1992 cited by Topolosky, 2000) proposed that workforce happiness and satisfaction improves organization本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。