Which HRM practices contribute to service culture?

Article


Ueno, A. 2012. Which HRM practices contribute to service culture? Total Quality Management & Business Excellence. 23 (11-12), pp. 1227-1239. https://doi.org/10.1080/14783363.2012.733255
TypeArticle
TitleWhich HRM practices contribute to service culture?
AuthorsUeno, A.
Abstract

It is known that HRM can help to develop service culture, which will in turn improve service quality. The purpose of this article is to determine the relative importance of six HRM practices in terms of their impact on culture. A questionnaire survey of medium and large sized UK service businesses was conducted. The results reveal that there is a strong association between culture and the HRM practices, and that some management practices are more strongly associated with culture than others. Further research should explore the reasons why some HRM practices are more contributory to culture than others. Service businesses in pursuit of service quality should make use of these HRM practices for developing service culture in their organisations. This research has confirmed a strong association between culture and HRM practices, and also clarified the relative importance of the HRM practices in terms of their impact on culture in order to improve service quality.

Keywordsculture; HRM; services
Sustainable Development Goals3 Good health and well-being
Middlesex University ThemeHealth & Wellbeing
LanguageEnglish
PublisherTaylor & Francis (Routledge)
JournalTotal Quality Management & Business Excellence
ISSN1478-3363
Electronic1478-3371
Publication dates
Online23 Nov 2012
PrintDec 2012
Publication process dates
Deposited31 Aug 2022
Accepted01 Jan 2012
Output statusPublished
Accepted author manuscript
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Copyright Statement

This is an Accepted Manuscript version of the following article, accepted for publication in Total Quality Management & Business Excellence. Citation: Ueno, A (2012) Which HRM practices contribute to service culture?, Total Quality Management & Business Excellence, 23:11-12, 1227-1239, DOI: 10.1080/14783363.2012.733255. It is deposited under the terms of the Creative Commons Attribution-NonCommercial License (http://creativecommons.org/licenses/by-nc/4.0/), which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is properly cited

Digital Object Identifier (DOI)https://doi.org/10.1080/14783363.2012.733255
Web of Science identifierWOS:000315146200002
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