An analysis of the relationship between total quality management-based human resource management practices and innovation

Innovative management models consider human resources to be a key dimension in the innovation process and its performance. In particular, the knowledge of the people making up the staff and their creativity is fundamental. However, scant study has been made of what specific type of policies and practices in human resource management fosters better knowledge, attitudes and behaviour in the staff that will lead to the best performance in innovation. This paper studies the relationship between the policies and practices of human resource management from the viewpoint of total quality management and performance in innovation. Specifically, it is argued that there is a direct relationship, as well as a possible moderating effect, of strategic orientation towards innovation. An empirical study made of 106 Spanish industrial firms found no evidence of this moderating effect, although it did find evidence of a direct relationship and, in particular, of the positive effects of teamwork on technological innovation.     

浅析邮政储蓄客户资源管理

客户不仅是邮政储蓄的利润之源,也是发展之基。加强客户资源管理,不仅是竞争形势所迫,而且是生存发展所需。因此客户资源管理是客户经济时代下邮政储蓄发展的核心理念,认真研究邮政储蓄客户管理现状,并找出问题所在,针对问题制定切实可行的策略,培育并提升邮储客户忠诚度,对于提高邮储的市场竞争力是至关重要的。     

Work‐life support practices and customer satisfaction: The role of TMT composition and country culture

Despite the growing prevalence of work‐life support (WLS) practices in companies, there is a lack of theoretical and empirical clarity on their benefits to organizational performance. It is also unclear if the organizational performance effects of WLS practices vary based on an organization's internal and external environments. The dual objective of this paper is to investigate whether WLS practices relate to customer‐focused outcomes and, if so, under which conditions WLS practices yield benefits. Drawing on contingency theory, we examine how the boundary conditions of internal firm characteristics (e.g., percentage of top management team [TMT] members with children) and external environmental factors (e.g., gender egalitarianism of the country) moderate the relationship between WLS practices and customer satisfaction. We shed light on these issues by examining multisource, longitudinal data collected over three years from a multinational corporation operating in 27 countries. The results show that both percentage of TMT members with children and gender egalitarianism of the country strengthen the relationship between WLS practices and customer satisfaction. The findings provide insights into the circumstances when WLS practices provide performance benefits for firms and the translatability of these benefits from one country to another.     

The influence of collectivist human resource management practices on team-level identification

In this study, we investigate how a culturally specific human resource management (HRM) approach influences employees' relational identification at the team level, which may in turn influence the behavior of team members. Given the boundary condition of a collectivistic societal culture, collectivist HRM helps improve employees' team-level identification and their performance. Collecting empirical data from firms in different regions of China, we found that the collectivism-oriented HRM approach has a positive effect on employees' team-level relational identification. This team-level identification, in turn, can significantly improve the job satisfaction of team members and reduce their turnover intention. We conclude with a discussion of the implications of our findings for academic researchers and practitioners.     

Institutions and human resource practices in European countries

Abstract

Stemming from differences between approaches to new institutionalism, this paper analyses the impact of institutions on the adoption of human resource practices (HRP) in organizations. With this aim in mind, two opposing hypotheses are presented: should configurations of national institutions be related to the actual implementation of HRP by organizations or not? This empirical analysis uses a sample of 29,959 employees who work in organizations established in 27 European countries and takes into account the employees’ perception about the HRP used in their organizations and which affect them. The results support the approach to new institutionalism that emphasizes legitimacy and isomorphism, since these results show empirical regularities when countries are compared. Specifically, a country’s configurations of regulative, normative and cognitive institutions are related to the actual implementation of HRP, such as internal promotion, job participation, job design, work-life balance, job training, assessment and teamwork. These results suggest relevant practical implications for human resource managers and policy-makers.     

A structural compendium on service quality and customer satisfaction: A survey of banks in India

ABSTRACT

The core aim of the research is to measure and analyze the quality of services offered by the top three public- and private-sector banks in India and to attempt to know how bank services quality affects customer satisfaction. By administering both questionnaires and personal interviews, researchers garnered the opinions of a total of 600 respondents with BANKQUAL statement. The authors applied Cronbach’s alpha to test reliability and the selected hypotheses have been proven with Chi-square tests and t-tests. All the public-sector banks chosen for the study lead in the satisfaction index over the private-sector banks by demonstrating differences in the dimensions of credibility, influence, and geographic spread. The research is most precious to diverse stakeholders of the Indian banking industry, particularly to banks who want to know about their existing service quality for further improvement. For the first time, the researchers introduced the comprehensive BANKQUAL statement to test out the quality of bank services in India.     

Social responsibility paradox of small business human resource management practices

This article investigates social responsibility (SR) and human resources management practices focused on internal stakeholders, namely employees, in a context of small business. SR is defined as ‘obligations to constituent groups in society other than stockholders and beyond that prescribed by law and union contract’ Jones (1980, pp. 59–60). Numerous studies have addressed the economic significance and effects of small business but contributions to HR within small businesses have remained relatively unexplored in contemporary SR literature. A case research methodology employing theoretical replication was used to select 10 small businesses across industry sectors. These were chosen with the assistance of the Hunter Business Chamber, Australia. A semi-structured face-to-face interview with the owner of the business who also functioned as the manager was undertaken using a research instrument comprising eight qualitative and open-ended questions. The questions specifically addressed the small business owner's HR priorities, motivations, and financial contribution to SR. This research is designed to fill a gap that exists in the literature and can be considered innovative and timely given the growing interest by society in SR. The principal objective of this research is to broaden the understanding of small business by addressing the research problem: ‘Are human resource management practices of small businesses socially responsibility or market driven?’     

Theoretical implications from the case of performance-based human resource management practices in Japan: management fashion,institutionalization and strategic human resource management perspectives

In Japan, a new type of human resource management (HRM) practices called ‘performance-based HRM practices’ (seika-shugi in Japanese) emerged in the 1990s, and has been adopted by many Japanese firms. In this paper, I illustrate how these type of practices emerged as a management fashion, diffused across a large number of Japanese firms, and became institutionalized in the Japanese business context; and discuss the relationship between performance-based HRM practices and firm performance. This illustration is used to develop a theoretical framework to better understand the relationship between HRM practices and firm performance by integrating theories of management fashions, institutionalization and strategic HRM. Suggestions for future research are also discussed.     

Integrating strategic human capital and strategic human resource management

Abstract

Human capital is an important construct in a variety of fields spanning from micro scholarship in psychology to macro scholarship in economics. Within the various disciplinary perspectives, research focuses on slightly different aspects and levels of human capital within organizations, which may give opportunities for integration. The current paper aims to increase knowledge about human capital within organizations by integrating two streams of research which focus directly on human capital, but have approached human capital in different ways: strategic human capital (SHC), and strategic HRM. We describe both SHC and strategic HRM research streams and propose areas of integration, and directions for future research on human capital in organizations.     

The influence of human resource management on knowledge sharing and innovation in Spain: the mediating role of affective commitment

The aim of this paper is to explain and to test empirically how human resource management (HRM) practices contribute to knowledge sharing and innovation through employees' affective commitment. Results show that HRM practices do not influence knowledge sharing in a direct way, but they do have a positive effect when affective commitment mediates the relationship. We also find a positive relationship between knowledge sharing and innovation performance. That is, HRM practices contribute to knowledge creation and innovation through the generation of the affective commitment necessary for employees to be willing to share their knowledge. The relationships identified have been tested by applying structural equation models to a sample of 87 R&D departments of Spanish innovative companies.     

The impact of human resource management practices and corporate entrepreneurship on firm performance: evidence from Turkish firms

This paper outlines the important role of human resource management practices with a link between corporate entrepreneurship and firm performance. Data were collected from a survey of 124 firms operating in different industries in Turkey. The findings of this study indicated that human resource management (HRM) practices partially mediated the relationship between corporate entrepreneurship and firm performance. In other words, corporate entrepreneurship affects firm performance, both directly and through its effects on HRM practices. In addition to corporate entrepreneurship, it is found that HRM practices explain a significant level of additional variance (9 per cent) in firm performance. The theoretical and managerial implications are discussed.     

Forming a firm innovation strategy through commitment-based human resource management

In this paper, we argue that commitment-based human resource management (CHRM) enables firms to form an innovation strategy, enriching the literature focused on the subordinate role of HRM in a given strategy. In CHRM, employees are hired based on their knowledge, their expertise is developed, and they are empowered to take reasonable risks in the interest of long-term outcomes. These HRM policies, which mediated by innovative work practices, enable firms to realize their strategic intention to engage in innovation. Analyses of time-lagged data from 445 firms support our hypotheses, and implications are discussed.     

The contextualization of human resource and quality management: a sensemaking perspective on everybody's involvement

The principal idea of this paper is that human resource management (HRM) and quality management (QM) ideas require contextualization when used to change organizations. Here, contextualization stands for the process that leads to a shared meaning, i.e. the majority of the co-workers in an organization understand and define a concept or change in terms that are shared and accepted. In the present paper, we study a strategic change project, based on HRM and QM ideas, conducted at the County Council of Värmland (CCV), the public healthcare authority in the County of Värmland in Sweden, where the focus was on everybody's involvement. Our interpretation of the project shows that a shared meaning of the concept of everybody's involvement was not reached in this particular case, i.e. contextualization did not occur. One important result of the study is that contextualization is a prerequisite for realizing HRM and QM thoughts. The paper also stresses how important it is that general and ‘non-contextualized’ HRM and QM ideas are adapted to local practices when used to direct organizational change.     

Total quality management and human resource systems: an international comparison

This paper takes advantage of a unique international data set to examine the determinants of the adoption and sustainability of total quality management techniques, focusing in particular on the role played by human resource professionals and practices. The data come from a 1991 survey conducted by Ernst and Young and the American Quality Foundation covering the use of TQM tools in the computer, auto, health care and banking industries in Japan, the United States, Canada and Germany.

The research distinguishes between two ways of implementing total quality management – one approach conceptualizes TQM as a relatively limited set of technical engineering changes while the second implements these technical changes as part of a larger transformation of the organization of work. We find support for the second approach in that the number of employees using quality tools and the number of quality tools in use is greater and lasts longer in firms that also have team-based human resource systems for frontline employees, with team structures, suggestion systems, meetings and group rewards. This central finding holds across all countries and industries studied.

We also find that achievement of these changes requires the commitment of organizational stakeholders to incorporate the interests of employees in strategic decision making. Though union presence alone does not predict the adoption or sustainability of these innovations, partnership between management and union does have a positive effect. The level of strategic influence of the human resource department also influences innovation, though in ways that differ across countries and industries.

The findings suggest the value of comparative studies and of research focused at exploring sub-national variation. The findings also suggest the value of a longitudinal study of the sustainability of innovation.     

An exploratory analysis of the influence of human resource management activities and organizational climate on job satisfaction in Turkish banks

This study aims to explore the influence of human resource management (HRM) activities and organizational climate on job satisfaction in Turkish banks. The study first examines the relative influence of eight HRM activities of: (i) behavior and attitudes (in recruitment and selection); (ii) teamwork; (iii) extensive training; (iv) written policies; (v) training in multiple functions; (vi) incentives; (vii) performance appraisal; and (viii) feedback on performance on job satisfaction. Second, the influence of six factors relating to organizational climate are examined, again from the view point of their influence on job satisfaction. The second group factors are: (i) support for innovation; (ii) managerial competence and consistency; (iii) workload pressure; (iv) cohesion; (v) organizational boundaries; and (vi) organizational ethics. The data collected through interviews from 346 employees from 19 banks show that in addition to the positive impact of HRM activities, organizational climate in particular makes a significant contribution to job satisfaction. The paper presents the influence of the two groups of factors on job satisfaction and the mechanisms through which these factors foster job satisfaction and their implications for practitioners.     

新木桶原理与人力资源管理

文章介绍了新木桶原理及在人力资源管理方面的应用,分析了该原理运用于人力资源管理过程中存在的典型误区,并指出应该将提升人力资源管理水平视为一项系统工程,执行中要主要操作的艺术性,并灵活地与新木桶原理相结合。     

Managing knowledge through human resource practices: empirical examination on the Spanish automotive industry

This paper considers the relationship between human resource management (HRM) and knowledge management (KM). Specifically, it examines how the human resource (HR) practices that are expected to impact on employees’ abilities, motivation, and opportunity to engage in KM, do so by enabling knowledge sharing, knowledge maintaining, and knowledge creation within organizations. HRM expected to impact employees’ abilities include training and development practices. HRM expected to impact on employees’ motivation include rewards and appraisal practices. HRM expected to impact on employees’ opportunities including providing the support of trusting collaborative relationships. Therefore, HR practices impacting employees’ abilities, motivation, and opportunities are expected to be positively related to knowledge sharing and maintaining within organizations. HR practices impacting employees’ abilities, motivation, and opportunity are expected to be positively related to knowledge creation through their effect on knowledge sharing within organizations. Our research methodology uses a questionnaire survey approach to collect data from firms belonging to the Spanish automotive industry. Results from a final sample of 64 Spanish automotive firms show that HR practices aimed at motivating and giving employees the opportunity to behave as expected significantly affect knowledge sharing and maintaining. Further, knowledge sharing and maintaining is shown to mediate the relationship between HR practices and knowledge creation. The paper ends with a conclusion, limitations and implications for future research.     

The integration of human resource and operation management practices and its link with performance: A longitudinal latent class study

This paper reviews the literature on the association between lean production and performance. From this, propositions on the integration and evolution of operation and human resource management practices associated with the lean production concept are developed. Using 24 years of data on the use of seven core OM and HRM practices in British manufacturing firms, the potential link between integration in the use of practices and productivity is tested. In each year, three latent clusters are identified via ordered restricted latent class models; the cluster that consistently makes a more integrated use of practices outperforms the others. Furthermore, the longitudinal nature of the data permits modeling the growth curves of each practice in the sample, recognizing any similarity in growth and investigating whether or not an early integration in adoption of practices is associated with higher final productivity. The results show that pioneers are more productive, thus suggesting that the head start in integrating core OM and HRM practices associated with the lean production concept has paid off.     

Relationship between quality management practices and innovation

The purpose of this study is to examine the associations among different quality management (QM) practices and investigate which QM practices directly or indirectly relate to five types of innovation: radical product, radical process, incremental product, incremental process, and administrative innovation. We test the proposed framework and hypotheses using empirical data from ISO 9001 certified manufacturing and service firms. The results show that a set of QM practices through process management has a positive relationship with all of these five types of innovation. It was found that process management directly and positively relates to incremental, radical, and administrative innovation. Organizational capability to manage processes may play a vital role in identifying routines, establishing a learning base, and supporting innovative activities. The findings also reveal that the value of an individual QM practice is tied to other QM practices. Therefore, highlighting just one or a few QM practices or techniques may not result in creative problem solving and innovation.     

Human resource diversity management practices in the Australian manufacturing sector

We examined employee perceptions of the benefits and challenges of workforce diversity and human resource (HR) diversity management practices adopted in the Australian manufacturing sector. We found that overt discrimination does not exist in the Australian manufacturing sector. However, Australian employers appear to adopt a ‘legalistic compliance approach’ and have not considered workforce diversity as a source of competitive advantage. Employers have not adopted effective HR diversity management practices. The Australian manufacturing sector has failed to value diversity or capitalize on the benefits of workforce diversity. Inadequate recognition of overseas skills, ineffective communication, increased training costs and social isolation were perceived as the main challenges, whereas a stronger work ethic among multicultural employees, greater opportunities to learn from other cultures, lower absenteeism and less labor turnover were regarded as major benefits of workforce diversity. Overall, we found migrant workers are disadvantaged in the Australian workplace.