HR Practices, Customer-Focused Outcomes, and OCBO: The POS-Engagement Mediation Chain

Service-oriented human resource practices and customer outcomes: the service-profit chain perspective

“…Finally, studies have found moderate and positive associations between service-oriented human resource practices and motivational constructs ( r = 0.26 ∼ 0.60) within a single service industry (e.g. Chen et al , 2017; Gavino et al , 2021; Gürlek and Uygur, 2021; Luu, 2019; Wang and Xu, 2017). By collecting data from various service industries, we can evaluate the generalizability of previous findings.…”

“…Thus, scholars have shifted the research focus from generic human resource practices to service-oriented human resource practices (i.e. a bundle of human resource practices oriented toward the delivery of high-quality service; Luu, 2019; Wang and Xu, 2017) and found that such practices are closely related to service outcomes (Chen et al , 2017; Gürlek and Uygur, 2021; Kloutsiniotis and Mihail, 2020; Liao and Chuang, 2004; Luu, 2019; Wang and Xu, 2017) and customer satisfaction (Cantarello et al , 2012; Gavino et al , 2021; Hong et al , 2013). Moreover, these studies have conceptualized service employees' work engagement (Gavino et al , 2021; Luu, 2019), general job satisfaction (Kloutsiniotis and Mihail, 2020), perceived organizational support (Chen et al , 2017; Gavino et al , 2021), customer orientation (Wang and Xu, 2017) and affective commitment (Gürlek and Uygur, 2021) as the key motivational mechanisms to explain associations between service-oriented human resource practices and service/customer outcomes.…”

“…Third, previous studies usually test the relationships between service-oriented human resource practices and service/customer outcomes within one single industry, such as banking (Gelade and Young, 2005; Wang and Xu, 2017), tourism/hospitality (Chen et al , 2017; Gürlek and Uygur, 2021; Homburg et al , 2009; Kloutsiniotis and Mihail, 2020), public services (Luu, 2019; Gavino et al , 2021) and paramedical. Hence, whether results from a single industry can be generalized into other service industries is not yet clear.…”

“…Last, some studies collect the data of service-oriented human resource practices and service/customer outcomes at the same time (e.g. Gavino et al , 2021; Gürlek and Uygur, 2021; Kloutsiniotis and Mihail, 2020) or from same-source (e.g. Gavino et al , 2021; Kloutsiniotis and Mihail, 2020).…”

“…Gavino et al , 2021; Gürlek and Uygur, 2021; Kloutsiniotis and Mihail, 2020) or from same-source (e.g. Gavino et al , 2021; Kloutsiniotis and Mihail, 2020). It is difficult for these studies to deal with the issues regarding reverse causality and common method variance (Podsakoff et al , 2012).…”