Exploring the Effect of HR service delivery quality on service climate perception.

Gudermann, Moritz (2012) Exploring the Effect of HR service delivery quality on service climate perception.

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Abstract:In the HRM literature, HRM implementation is defined as the delivery of HR practices (Boselie, Dietz and Boon, 2005). Next to HR practices, HRM implementation is regarded as influential concerning the attitudes and behavior of employees (Haggerty and Wright, 2009). It is expected that the level of quality of HRM implementation serves as a signal, which is interpreted by employees, on how to behave in a desired way. However, research under this topic is scarce. Therefore, this study takes a look at HRM implementation from a service management point of view, as it is suggested in previous studies, to research the quality of HRM implementation (eg Gilbert, Winne and Sels, 2011). Based on the service management literature, HRM implementation can be defined as HR service delivery quality. To test the signaling function of HR service delivery quality, the relationship between HR service delivery quality of different HR service delivery channels and the service climate is researched. The findings confirm a positive influence of HR shared service center's HR delivery service quality and line manager's HR delivery service quality on service climate. HRM implementation quality thus has a signaling function, which signals the importance of service related attitudes and behavior to employees. Thereby, previous expectations of HRM implementation influence are confirmed. Consequently, this research should lead to a new way of thinking in future HRM research, because besides HR practices, HRM implementation seems to play an important role in influencing desired attitudes and behavior of employees.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
Link to this item:http://purl.utwente.nl/essays/62142
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