Customer service-focused HRM systems and firm performance: evidence from the service industry in Taiwan

Abstract

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.     

Understanding employee preferences for investing in employer stock: evidence from France

In this article, we broaden the focus of existing research on employee stock purchase plans by analysing employee preferences for investing in employer stock as a construct distinct from actual investment behaviour. In our analysis of original survey data in a sample of 900 employees in four French companies, we find that employee preferences are influenced by two common cognitive heuristics (representativeness and familiarity), organisational commitment, the perceived quality of corporate communications about these plans and perceived managerial commitment to employee ownership. We did not find, however, that risk aversion, turnover intentions or perceived employee involvement in decision making influenced preferences for investing in employer stock. Our findings have both theoretical and practical implications for understanding and operating these types of employee benefit plans, which are becoming more common across the globe.     

Reading the stars: Determining human capital's value in the hiring process

Star employees are highly sought after by competitors and thus more likely to move from one company to another. However, not all the factors related to stardom are as mobile as the stars themselves. We argue that while simply possessing star status leads to increased movement, differences in the attributions of human capital and value appropriation will also influence a star's movement to competing firms. To test this, we analyzed the careers of 695 security analysts over a 10‐year period. We found that while stars are more likely to move to competing firms than nonstars, the difference in movement between stars and nonstars decreases as the status of their current firm and their tenure increases.     

Employment equity in Canada and South Africa: progress and propositions

In 1998 the South African government attempted to redress historical workplace discrimination through the introduction of the Employment Equity Act, largely modelled on the Canadian legislation. This paper provides a background to the rationale for employment equity and related practices in both Canada and South Africa. Policies and practices are compared and progress achieved thus far in both countries is discussed. Suggestions for future consideration by South African policy makers and business leaders are proposed that include issues that are more difficult to legislate, yet which will determine the optimal progress of employment equity in South Africa. The issues highlighted in this regard pertain to top management commitment, the development of holistic human resources policies and practices, the appreciation and management of employee diversity and the creation of inclusive organizational cultures that address historical systemic discrimination.     

Ownership,governance, and the diffusion of HRM practices in multinational worker cooperatives: Case‐study evidence from the Mondragon group

Drawing on a qualitative study of one Mondragon multinational worker cooperative (WC) based on longitudinal data and in‐depth interviews, our research evidences the contradictions that internationalisation poses in WCs, both through privileging managerial control at the expense of worker–member participation and through the setting‐up of capitalist subsidiaries in which employees are excluded from ownership and decision‐making. It further shows how institutions, power relations, and interests shape transfer in WCs, supporting the diffusion of certain human resource management (HRM) practices on grounds of efficiency but hampering the implementation of core cooperative practices. We make a threefold contribution: first, to a strand of inquiry focused on the influence of corporate governance on HRM; second, to the field of international HRM by analysing the cross‐national diffusion of HRM practices in WCs; and third, to ongoing debates on the challenges that WCs face when striving to balance the economic and social dimensions in globalisation.     

Managing Human Resources in South Africa: A Guide for Internationals

ABSTRACT

With the political changes that took place during 1994 within South Africa, the country again, after many years of economic isolation, became a full member of the international community. Since then, many South African companies have attempted to become more competitive, and many international companies have shown a keen interest in doing business in the country. As a result of the important role that human resource management practices can play to help companies prosper and become successful, an investigation was undertaken within companies to establish to what extent HR practices were being applied. The results of the study are reported in this article.     

Managing for organizational effectiveness in sub-Saharan Africa: a culture-fit model

Research in comparative management has suggested that an organization's policies can lose their effectiveness when its cultural environment changes. Going beyond the traditional cultural-free versus culture-dependent debate, the present article develops a culture-fit model, that is, a model suggesting a synthesis between indigenous cultures and modern management techniques in sub-Saharan Africa (SSA). Positive cultural patterns may help implement new managerial techniques such as total quality management, just-in-time, re-engineering, teamwork and collaborative management. Implications for research and practice are suggested.     

Human resources and SME performance in services: empirical evidence from the UK

We investigate the relationship between human resources (HR) and superior firm performance, as well as the role of business strategy as a key mediating factor, for small- and medium-sized enterprises (SMEs) in the UK Tourism Hospitality and Leisure (THL) sector. Our results suggest that high-performing SMEs in the THL sector are managed by more experienced entrepreneurs. We also find that more profitable SMEs combine a highly skilled workforce with technological and know-how-based firm differentiation strategies, and/or product differentiation strategies, which are based on quality of service and personal attention to customers, alongside generous compensation and attention to employee development.     

Firm risk and the power of the Chairman and CEO in a civil law country: evidence from Spain

Many authors have examined the effect of various control mechanisms on firm value, but have devoted little attention to the effect of these mechanisms on firm risk. This paper studies the effect of different variables related to the power of the chairman and chief executive officer (CEO) on firm risk in Spain. Decisions taken by both the chairman and the CEO are very important in order to attain the shareholders' objectives. Thus, decisions relative to both posts can be considered very relevant from the human resources point of view. There is little previous empirical evidence on this topic, and what there is comes from the US. Most results are consistent with what we call a ‘power perspective’. That is, we observe a positive relation between firm risk and combining in the same person the positions of chairman of the board and CEO. We also find a positive relation between firm risk and the status of both leaders as founding partners, and a negative relation between firm risk and board size.     

Localizing women's experiences in academia: multilevel factors at play in the Arab Middle East and North Africa

This article explores the localized experiences of women at work in higher education in the under-researched context of the Arab Middle East and North Africa. Our main research questions are: What is the current status of academic women between and across the countries of this region? How can human resources play a developmental role for women at work in academic institutions, as well as for the region in general? We adopt a two-part research method in this study. First, through a critical review of the literature, we develop a regionally relevant macrolevel hypothetical model to localize a gender perspective on women at work. Second, we engage in a focused empirical examination of publicly available university data to document the: (1) representation of women across ranks; and (2) specific content of pertinent human resource policies. On the basis of these data, we propose a more complete multilevel hypothetical model upon which we put forward a critical discussion and directions for future research on gender, human resource management and regional development more broadly.     

Trends of the human resources management model in Brazilian companies: a forecast according to opinion leaders from the area

This paper is the result of research carried out to identify trends of the human resources management model in Brazilian organizations. In order to do this, we employed a research methodology known as Delphi, which consists of gradually adjusting the perceptions of specialists. Respondents were selected using criteria that characterized them as opinion leaders in human resource management.

Having consulted more than 160 people, we observed that themes such as the management of competences, corporate education and encouragement for organizational learning will be gradually assimilated by companies. One of our main conclusions is that the change process in human resources has ceased to be reactive. Data relating to changes that occurred during the 1980s and 1990s showed that the function concentrated on internal restructuring, on reducing the number of specialist employees, on encouraging the outsourcing of operational processes and on establishing a new model for looking after in-house customers.     

Contingent factors of the coinsurance function of internal capital markets: Evidence from the US nonlife insurance industry

By analyzing intragroup reinsurance activities in the US nonlife insurance sector from 1999 to 2016, we provide evidence that the coinsurance function of internal capital markets is contingent on internal capital providers’ financial resources and the relative sizes of capital receivers within the group. We demonstrate that insurance groups commonly use intragroup reinsurance (a substitute for capital) to support insurers that sustain underwriting losses. Larger insurers are more likely to obtain internal reinsurance if their affiliated insurers hold more financial resources. Our findings show that the financial capabilities of group members providing support affect the feasibility of the coinsurance function through the activities of internal capital markets. Group members with greater influence are more likely to benefit from the coinsurance function.     

Small firm exporters in a developing economy context: evidence from Ghana

A cursory review of the industrial policies of most nations suggests that exporting matters. Identifying exporting firms and facilitating their endeavours (or encouraging others to emulate them) are familiar policy themes, and studies of the relationship between firm characteristics and the propensity to export are common in the academic literature. Yet, the context for the bulk of these studies is provided by developed economies. To the extent that international trade relies upon specialisation and that broad differences exist in the patterns of specialisation between developed and developing economies, one wonders how well findings may be generalised to a developing context. Drawing upon firm-level data from a recent survey of small enterprises in Ghana (n = 500), the current study is concerned with identifying the characteristics of exporters in the three main non-governmental sectors of the Ghanaian economy (manufacturing, services and agriculture). Our interest is in Ghanaian economic development imperatives and in the extent of congruence between the findings of this study and previous developed economy studies.     

Mapping the relationships between high-performance work systems,employee resilience and engagement: a study of the banking industry in China

Abstract

There is now growing interest in employee resilience in the organizational context and its contribution to organizational performance. However, little is known the extent to which high-performance work systems (HPWS) contributes towards enhancing employee’s resilience as well as their levels of engagement. This study examines the relationships among HPWS, employee resilience and engagement, using a sample of 2040 employees in the Chinese banking industry. Drawing on the job demands-resources model and strategic/high-performance human resource management theory, we develop three hypotheses to test the relationship between HPWS and employee resilience, resilience and employee engagement, and the mediating effect of resilience on the relationship between HPWS and engagement. All hypotheses are supported and suggest that HPWS can be used as a job resource to positively affect resilience and subsequently employee engagement. The key message of the paper is that employee resilience can be viewed as a set of skills and attributes that can be developed through the effective use of HPWS to benefit both individuals and the organization.     

Ethnic diversity,corruption and ethical climates in sub-Saharan Africa: recognizing the significance of human resource management

Most experts agree that human resource management plays a critical role in furthering ethics. The human resource management function can play an instrumental role in creating an ethical culture. However, a literature review shows that researchers have mostly ignored ethics in the African context. Given the growing importance of Africa in terms of global trade, it is critical to study ethics on the continent. This paper documents an exploratory study of ethical climates in sub-Saharan Africa. We develop propositions linking key social institutional factors, i.e. ethnic diversity and corruption, with three types of ethical climate, i.e. self-interest, benevolence and principle. The propositions are empirically investigated using a qualitative case study approach in five companies in Nigeria and South Africa. The results provide varying support for these propositions and highlight the critical role that both the national context and the organizational context play in shaping ethical climates in companies. Furthermore, given the role of human resource management in managing both ethnic diversity and ethics, we discuss the implications of our results for this critical management function.     

Career capital in global Kaleidoscope Careers: the role of HRM

The results of this qualitative study of international talent show that although the acquisition of career capital through international assignments is perceived to be desirable both from an individual and organisational perspective, the global mobility needs and preferences of these two parties rarely coincide. This is due to the fact that individual mobility requirements come in cycles aligned to life cycle stages whereas organisational mobility needs ebb and flow like waves in response to perceived threats and opportunities. This presents opportunities and challenges for individuals in the acquisition and utilisation of career capital to balance work- and non-work-related demands in their global Kaleidoscope Careers. The role of human resource management (HRM) is to facilitate this process through mentoring, networking and other opportunities to engage in storying, enabling employees to accommodate their changing needs at different life cycle stages. Failure to offer such support can manifest itself in demotivation, business performance issues as well as difficulties in terms of diversity and inclusion. Thus this paper offers a contribution to academic literature in the field of career theory as well as international HRM professional practice.     

Gossip in the workplace and the implications for HR management: a study of gossip and its relationship to employee cynicism

Gossip is a common phenomenon in the workplace, but yet relatively little is understood about its influence to employees. This study adopts social information theory and social cognitive theory to interpret the diverse literature on gossip, and to develop and test hypotheses concerning some of the antecedents of gossip, with an aim of developing knowledge of the relationship between gossip and employee behaviour in the workplace. The study analysed survey data in a two-stage process, from 362 employees across a range of industries in Taiwan. The findings revealed that job-related gossip predicted employee cynicism and mediated the relationship between psychological contract violation and cynicism, and that non-job-related gossip showed a similar but weaker effect to employee cynicism. The contribution made by this paper is of value to both the academic subject domain and managers in Human Resources. First, we have identified two constructs of gossip, job-related and non-job-related gossip not previously reported and a validated scale has been created. Second, we have confirmed that these different constructs of gossip impact differently on employee behaviour and therefore HR managers should be cautious about gossip in the workplace, as it can cause cynical behaviour amongst employees.     

Linking environmental management practices and organizational citizenship behaviour for the environment: a social exchange perspective

This paper reports a field study on the relationship between environmental management practices and organizational citizenship behaviour for the environment via exchange process (i.e. perceived superior support, perceived organizational support and employee commitment). Results from a survey conducted with 407 employees from several organizations suggest that employee is more likely to make extra environmental efforts if he/she perceives that the organization supports his/her supervisor by granting him/her the decision-making latitude and necessary resources to engage in pro-environmental behaviour.     

Women entrepreneurs in sub-Saharan Africa: An institutional theory analysis from a social marketing point of view

This paper takes an international marketing (IM) approach to the study of women entrepreneurs (WEs) in sub-Saharan Africa by examining factors in the environments in which WEs operate. The goal is to understand better how environmental barriers of many types impact the efforts of WEs. Using institutional theory-driven analysis, findings from a wide range of literature are integrated, with special attention to issues of the social legitimacy of women as entrepreneurs. Results of this study demonstrate that WEs in sub-Saharan Africa face a daunting array of challenges arising from the socio-cultural, economic, legal, political, and technological environments in which they live. Moreover, unfavourable conditions in local regulatory, normative, and cognitive systems place additional burdens on women who desire to become entrepreneurs or to expand an entrepreneurial business. In order to address these gender-specific problems, social marketing is recommended with the goals of (1) changing social beliefs, attitudes and behaviours that negatively affect Wes, and (2) improving conditions in institutional systems and market environments. Recommendations in the paper suggest how to bring about changes in attitudes towards women, work and their independent enterprise. In conclusion, directions for future scholarly research are identified.