Human resource practices, organizational climate, and customer satisfaction
Практики управления персоналом, организационный климат и удовлетворенность клиентов
2001-08-01
SCID: 54.1/566wy6yy
Discuss with AI
customer satisfactionhuman resource practicesmediated relationshiporganizational climatesocial context model
Figures from the paper
Abstract (AI)
The degree to which organizational climate mediates the relationship between human resource practices and customer satisfaction is investigated for 351 small businesses in the same industry. Results indicated support for the hypothesized mediated relationship. The indirect effects of HR practices on customer satisfaction were significant and relatively large while the direct effect was nonsignificant and near zero. The results were supportive of a social context model of the impact of human resource practices on organizational outcomes. Limitations of the study and implications for future research are discussed.
Key Findings
1
Findings support a social context model where HR practices influence organizational outcomes through organizational climate.
2
Indirect effects of HR practices on customer satisfaction via organizational climate were significant and relatively large.
3
Organizational climate mediates the relationship between human resource (HR) practices and customer satisfaction in 351 small businesses.
4
The direct effect of HR practices on customer satisfaction was nonsignificant and near zero.
5
The study acknowledges limitations and calls for future research on these relationships.
Research Object
The relationship among human resource practices, organizational climate, and customer satisfaction in 351 small businesses within the same industry
Research Subject
Organizational climate as a mediator of the effect of human resource practices on customer satisfaction (magnitude and significance of indirect vs direct effects)
Publication Details
Publication Date
2001-08-01
Journal
Publisher
ISSN
Access Type
Author Information
Download PDF
Subscribe to digest