Journal
INTERNATIONAL JOURNAL OF HUMAN RESOURCE MANAGEMENT
Volume 29, Issue 19, Pages 2804-2826Publisher
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/09585192.2016.1256904
Keywords
Fit; service-focused strategy; service-focused HRM systems; service-focused employee competency, firm performance, service industry in Taiwan
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This study adopts a resource-based view, attraction-selection-attrition theory and a focused approach to examine the link between service-focused human resource management (HRM) systems and firm performance. Internally, we examine employee competency as the 'black box' between service-focused HRM systems and firm performance. Externally, we examine the effect of the interplay of a service-focused strategy and service-focused HRM systems in predicting firm performance. We collect data from different sources (i.e. executives, human resource members, and line managers). Using a final sample included 2120 respondents from 175 firms in the service industry in Taiwan, the results show that customer service-focused employee competency transmitted 53% of the effect of customer service-focused HRM systems on firm performance. In addition, when a firm implements a less service-focused business strategy, service-focused HRM systems leads to significant improvement in firm performance. Implications for research are discussed.
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