Developing a conceptual model illustrating how HRM practices support each other in order to improve service quality

Article


Ueno, A. 2014. Developing a conceptual model illustrating how HRM practices support each other in order to improve service quality. Procedia - Social and Behavioral Sciences. 148, pp. 24-31. https://doi.org/10.1016/j.sbspro.2014.07.011
TypeArticle
TitleDeveloping a conceptual model illustrating how HRM practices support each other in order to improve service quality
AuthorsUeno, A.
Abstract

In previous work, it was found that there were six HRM practices, which are most crucial in supporting service quality. The purposes of this paper are, firstly, to clarity the individual relationships among the six HRM practices and to examine how those practices support reach other, and secondly, to develop a model which incorporates all of the inter-relationships among the six HRM practices. Previously, each individual relationship has tended to be considered in isolation in the literature. Therefore, in this paper, the various inter-relationships were unified into a single model. In this new conceptual framework, the six HRM practices are inter-linked so that each of them may have a joint function in supporting service quality. The model can therefore be used to identify problem area(s) in order to improve service quality. For example, since all of the six HRM practices are important in supporting each other, if one or more of these practices are considered to be unsatisfactory, the model will indicate potential practice(s) which may have been causing the problem(s) or which might have been affected by the substandard practice(s). Since the six HRM practices are not stand along items, it is important to pay proper attention to all six practices in order to support service quality. As these inter-relationships are not specific to a certain type of service business, the model is likely to be applicable to a wide range of service industries.

KeywordsService Quality; Recruitment & Selection; Training; Teamwork; Empowerment; Performance Appraisals & Reward; Communication
Sustainable Development Goals3 Good health and well-being
Middlesex University ThemeHealth & Wellbeing
LanguageEnglish
PublisherElsevier
JournalProcedia - Social and Behavioral Sciences
ISSN1877-0428
Publication dates
Print25 Aug 2014
Online29 Sep 2014
Publication process dates
Deposited31 Aug 2022
Accepted01 Jan 2014
Output statusPublished
Publisher's version
Accepted author manuscript
File Access Level
Restricted
Copyright Statement

© 2014 Published by Elsevier Ltd. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/3.0/).

Digital Object Identifier (DOI)https://doi.org/10.1016/j.sbspro.2014.07.011
Web of Science identifierWOS:000346116000004
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