A Link Between Human Resource Management Practices and Customer Satisfaction: A Moderated Mediation Model

Abstract

This study attempts to investigate the linkage of human resources management practices with customer satisfaction through intervening role of employee job satisfaction. The study also examined the moderating role of procedural justice between human resource management practices and job satisfaction. A conceptual model with four hypotheses was developed and two-source field data were collected from paramedical staff members and patients ( n= 228, dyads) working in the health care sector of Pakistan. Results indicate that full mediation where job satisfaction fully mediates between human resource management practices and customer satisfaction. Furthermore, moderated regression analysis also proved the significant moderating role of procedural justice between human resource practices and job satisfaction. The findings of the study provide useful insights to evaluate and improve human resource management practices for the wellbeing of the employees and to enhance the customer satisfaction.

What is the significance of importance performance in the context of a hospital?

“…24 As soon as it comes to the provision of medical care, the degree to which patients are pleased with their care is proportional not only to the effectiveness of the Human Resources and Development department but also to the sense of satisfaction that is felt by the staff members of the respective hospitals. 25,26 Three components of healthcare quality need to be emphasized: the quality of the outcomes, the protection of patient rights and privacy, and the quality of the services offered. 27 On the other hand, in terms of the overall performance of private hospitals, the servicescape quality domain requires strategic planning to establish itself as a distinct selling point.…”

Impact of human resource management practices on TQM: an ISM-DEMATEL approach

“…Nwachukwu and Chladkov a (2017) conducted a study and found a significant positive relationship between workforce planning, developmental opportunities, effective compensation system and employee satisfaction. Human resource planning provides opportunities for internal employees to grow for more desirable jobs instead of hiring new people from outside (Alatailat, 2019;Najam, 2020). Developing and drawing employees committed to the organization's vision and mission is a good fit for promotions, enhancing employee satisfaction and engagement.…”

“…Workplace planningElrehail et al (2019), Al Hrout and Mohamed (2014),Nwachukwu and Chladkov a (2017), Alatailat (2019),Bambale and Goni (2017),Najam (2020),Cantarello (2012), Pamela et al (2017) M-4 Hiring process Ellis et al (2017), Mahmoud et al (2019) M-5 Customer satisfaction Wickramasinghe and Perera (2012), Al-Zoubi (2012), Green et al (2012), Nazir and Islam (2017), Dangmei and Singh (2018), Johnson et al (2018), Wake and Green (2019) M-6 Employee engagement Lee et al (2015), Vorina et al (2017), Barden (2017), Jones (2018), Winkler et al (2012), Choi et al (2015) M-7 Performance appraisal Islami et al (2018), Kampk€ otter (2016), Alessandri et al (2018), Ismail et al et al (2018), McDonald and Hite's (2018), Lee and Lee (2018) M-11 Incentive and profit sharing Men (2012), Zameer et al (2018), Khudhair et al (2020) M-12 Job design Morgeson and Campion (2003), Love and Edwards (2005), Morgeson and Humphrey (2006), Garg and Rastogi (2006) M-13 Corporate image Davies and Chun (2012), Chakraborty and Biswas (2019), Wong et al (2017), Kupczyk (2016), Kargas and Tsokos (2020) M-14 Training and development Chvosta lova (2015), Ali et al (2019), Jehanzeb et al (2018) M-15 Employee relations Strohmeier (2013), Blau (2017), Obushenkova et al (2018) M-16 Induction and orientationKlein and Weaver (2000) …”

The Impact of Leadership on the Motivation of Hotel Employee During the Pandemic Era: Evidence from Greece

“…In this light, the organization and management of human resources is the right way to serve guests and the main way a hotel organization can develop long-term relationships with customers (Najam et al, 2020). However, motivating employees is not an easy task, as what ultimately works is employees' perception about the practices of HR.…”

“…Especially in critical times, the feeling of fair treatment is heightened in the employees, who, given the circumstances, demand to a greater extent the satisfaction of their needs. Thus, the sense of justice plays a central role in the connection between managers' practices and work outcomes because it enhances the employee's commitment to the organization and its goals (Najam et al, 2020).…”