Using a large sample of 175 firms in the service-focused sector in Taiwan, the study examined the customer service-focused employee competency as the mechanism through which customer service-focused HR practices facilitate firm performance. In addition, it examined whether the fit of customer service-focused HR practices and customer service-focused strategy may promote firm performance. To confirm the hypotheses, the study collected data for each construct from different sources (i.e. executives, HR members, line managers) in the same firm, generating 2,120 respondents in total, 12.11 respondents per firm in average. This study utilized LISREL 8.3 to perform maximum likelihood (ML) structural equation modeling (SEM) to test mediation hypotheses and hierarchical moderated regression to test moderation hypotheses. Results showed that customer service-focused employee competency fully mediated the relationship between customer service-focused HR practices and firm performance. Firm performance was confirmed as the function of the fit of customer service-focused HR practices and customer service-focused strategy. Suggestions for further research were also discussed.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0610109-145352 |
| Date | 10 June 2009 |
| Creators | Chao, Ming-tson |
| Contributors | Liang-Chih Huang, Yuan-Duen Lee, Ing-Chung Huang, Tung-Chun Huang, Kuen-Yung Jone |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | English |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0610109-145352 |
| Rights | withheld, Copyright information available at source archive |
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