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

References

• Aiken, L. S., & West, S. G. (1991). Multiple regression: Testing and interpreting interactions. Newbury Park, CA: Sage.
   Google Scholar
• Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103, 411–423.10.1037/0033-2909.103.3.411
   Web of Science ®Google Scholar
• Arthur, J. B. (1994). Effects of human resource systems on manufacturing performance and turnover. Academy of Management Journal, 37, 670–687.10.2307/256705
   Web of Science ®Google Scholar
• Aryee, S., Walumbwa, F. O., Seidu, E. Y. M., & Otaye, L. E. (2016). Developing and leveraging human capital resource to promote service quality: Testing a theory of performance. Journal of Management, 42, 480–499.10.1177/0149206312471394
   Web of Science ®Google Scholar
• Bae, J., Chen, S. J., Wan, T. W. D., Lawler, J. J., & Walumbwa, F. O. (2003). Human resource strategy and firm performance in Pacific Rim countries. The International Journal of Human Resource Management, 14, 1308–1332.10.1080/0958519032000145774
   Web of Science ®Google Scholar
• Baird, L., & Meshoulam, I. (1988). Managing two fits of strategic human resource management. Academy of Management Review, 13, 116–128.
   Web of Science ®Google Scholar
• Barney, J. B. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17, 99–120.10.1177/014920639101700108
   Web of Science ®Google Scholar
• Barney, J. B., & Wright, P. M. (1998). On becoming a strategic partner: The role of human resources in gaining competitive advantage. Human Resource Management, 37, 31–46.10.1002/(ISSN)1099-050X
   Web of Science ®Google Scholar
• Batt, R. (2002). Managing customer services: Human resource practices, quit rates, and sales growth. Academy of Management Journal, 45, 587–597.10.2307/3069383
   Web of Science ®Google Scholar
• Becker, G. S. (1964). Human capital. New York, NY: Columbia University Press.
   Google Scholar
• Becker, B. E., Huselid, M. A., Pickus, P. S., & Spratt, M. F. (1997). HR as a source of shareholder value: Research and recommendations. Human Resource Management, 36, 39–47.10.1002/(ISSN)1099-050X
   Web of Science ®Google Scholar
• Bliese, P. D. (2000). Within-group agreement, non-independence, and reliability: Implications for data aggregation and analysis. In K. J. Klein & S. W. Kozlowski (Eds.), Multilevel theory, research and methods in organizations (pp. 349–381). San Francisco, CA: Jossey-Bass.
   Google Scholar
• Bowen, D. E., & Ostroff, C. (2004). Understanding HRM–firm performance linkage: The role of the ‘strength’ of the HRM system. Academy of Management Review, 29, 203–221.
   Web of Science ®Google Scholar
• Brislin, R. (1980). Translation and content analysis of oral and written material. In H. C. Triandis & J. W. Berry (Eds.), Handbook of cross-cultural psychology: Methodology (2nd ed., pp. 389–444). Boston, MA: Allyn and Bacon.
   Google Scholar
• Chadwick, C., Way, S. A., Kerr, G., & Thacker, J. (2013). Boundary conditions of the high-investment human resource systems-small-firm labor productivity relationship. Personnel Psychology, 66, 311–343.10.1111/peps.2013.66.issue-2
   Web of Science ®Google Scholar
• Chen, F., Curran, P. J., Bollen, K. A., Kirby, J., & Paxton, P. (2008). An empirical evaluation of the use of fixed cutoff points in RMSEA test statistic in structural equation models. Sociological Methods & Research, 36, 462–494.10.1177/0049124108314720
   PubMed Web of Science ®Google Scholar
• Chuang, C. H., Jackson, S. E., & Jiang, Y. (2016). Can knowledge-intensive teamwork be managed? Examining the roles of HRM systems, leadership, and tacit knowledge. Journal of Management., 42, 524–554. doi:10.1177/0149206313478189
   Web of Science ®Google Scholar
• Chuang, C. H., & Liao, H. (2010). Strategic human resource management in service context: Taking care of business by taking care of employees and customers. Personnel Psychology, 63, 153–196.10.1111/peps.2010.63.issue-1
   Web of Science ®Google Scholar
• Collins, C. J., & Clark, K. D. (2003). Strategic human resource practices, top management team social networks, and firm performance: The role of human resource practices in creating organizational competitive advantage. Academy of Management Journal, 46, 740–751.10.2307/30040665
   Web of Science ®Google Scholar
• Combs, J., Liu, Y., Hall, A., & Ketchen, D. (2006). How much do high-performance work practices matter? A meta-analysis of their effects on organizational performance. Personnel Psychology, 59, 501–528.10.1111/peps.2006.59.issue-3
   Web of Science ®Google Scholar
• Datta, D. K., Guthrie, J. P., & Wright, P. M. (2005). Human resource management and labor productivity: Does industry matter? Academy of Management Journal, 48, 135–145.10.5465/AMJ.2005.15993158
   Web of Science ®Google Scholar
• Delaney, J. T., & Huselid, M. A. (1996). The impact of human resource management practices on perceptions of organizational performance. Academy of Management Journal, 39, 949–969.10.2307/256718
   Web of Science ®Google Scholar
• Delery, J. E. (1998). Issues of fit in strategic human resource management: Implications for research. Human Resource Management Review, 8, 289–309.10.1016/S1053-4822(98)90006-7
   Web of Science ®Google Scholar
• Delery, J. E., & Doty, D. H. (1996). Modes of theorizing in strategic human resource management: Tests of universalistic, contingency, and configurations. performance predictions. Academy of Management Journal, 39, 802–835.10.2307/256713
   Web of Science ®Google Scholar
• Dyer, L., & Reeves, T. (1995). Human resource strategies and firm performance: What do we know and where do we need to go? The International Journal of Human Resource Management, 6, 656–670.10.1080/09585199500000041
   Google Scholar
• Easterby-Smith, M., & Malina, D. (1999). Cross-cultural collaborative research: Toward reflexivity. Academy of Management Journal, 42, 76–86.10.2307/256875
   Web of Science ®Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39–50.10.2307/3151312
   Web of Science ®Google Scholar
• Gittell, J. H., Seidner, R., & Wimbush, J. (2010). A relational model of how high-performance work systems work. Organization Science, 21, 490–506.10.1287/orsc.1090.0446
   Web of Science ®Google Scholar
• Han, J., Chou, P., Chao, M., & Wright, P. W. (2006). The HR competencies–HR effectiveness link: A study in Taiwanese high-tech companies. Human Resource Management, 45, 391–406.10.1002/(ISSN)1099-050X
   Web of Science ®Google Scholar
• Hu, P.-C. (2004). HRM in Taiwan. In P. S. Budhwar (Ed.), Managing human resources in Asia-Pacific (pp. 113–140). London: Routledge.
   Google Scholar
• Hu, L. T., & Bentler, P. M. (1998). Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification. Psychological Methods, 3, 424–453.10.1037/1082-989X.3.4.424
   Web of Science ®Google Scholar
• Huselid, M. (1995). The impact of human resource management practices on turnover, productivity, and corporate financial performance. Academy of Management Journal, 38, 635–672.10.2307/256741
   Web of Science ®Google Scholar
• Jaccard, J., & Turrisi, R. (2003). Interaction effects in multiple regression. Thousand Oaks, CA: Sage.10.4135/9781412984522
   Google Scholar
• Jackson, S. E. (2013). Behavioral perspective of strategic human resource management. In E. H. Kessler (Ed.), Encyclopedia of management theory (Vol. 1, pp. 66–72). London: Sage.
   Google Scholar
• Jackson, S. E., & Schuler, R. S. (1995). Understanding human resource management in the context of organizations and their environments. Annual Review of Psychology, 46, 237–264.10.1146/annurev.ps.46.020195.001321
   PubMed Web of Science ®Google Scholar
• Jackson, S. E., Schuler, R. S., & Jiang, K. (2014). An aspirational framework for strategic human resource management. The Academy of Management Annals, 8, 1–56.10.1080/19416520.2014.872335
   Web of Science ®Google Scholar
• James, L. R., Demaree, R. G., & Wolf, G. (1984). Estimating within-group interrater reliability with and without response bias. Journal of Applied Psychology, 69, 85–98.10.1037/0021-9010.69.1.85
   Web of Science ®Google Scholar
• Jiang, K., Chuang, C. H., & Chiao, Y. C. (2015). Developing collective customer knowledge and service climate: The interaction between service-oriented high-performance work systems and service leadership. Journal of Applied Psychology, 100, 1089–1106.10.1037/apl0000005
   PubMed Web of Science ®Google Scholar
• Jiang, K., Takeuchi, R., & Lepak, D. P. (2013). Where do we go from here? New perspectives on the black box in strategic human resource management research. Journal of Management Studies, 50, 1448–1480.
   Web of Science ®Google Scholar
• Kim, K. H. (2005). The relation among fit indexes, power, and sample size in structural equation modeling. Structural Equation Modeling: A Multidisciplinary Journal, 12, 368–390. doi:10.1207/s15328007sem1203_2
   Web of Science ®Google Scholar
• Kim, Y., & Ployhart, R. E. (2014). The effects of staffing and training on firm productivity and profit growth before, during, and after the Great Recession. Journal of Applied Psychology, 99, 361–389.10.1037/a0035408
   PubMed Web of Science ®Google Scholar
• Kirkman, B. L., Rosen, B., Tesluk, P. L., & Gibson, C. B. (2004). The impact of team empowerment on virtual team performance: The moderating role of face-to-face interaction. Academy of Management Journal, 47, 175–192.10.2307/20159571
   Web of Science ®Google Scholar
• Kristof-Brown, A. L., Zimmerman, R. D., & Johnson, E. C. (2005). Consequences of individuals’ fit at work: A meta-analysis of person-job, person-organization, person-group, and person-supervisor fit. Personnel Psychology, 58, 281–342.10.1111/peps.2005.58.issue-2
   Web of Science ®Google Scholar
• Lado, A. A., & Wilson, M. C. (1994). Human resource systems and sustained competitive advantage: A competency-based perspective. Academy of Management Review, 19, 699–727.
   Web of Science ®Google Scholar
• Lee, G. J. (2012). Firm size and the effectiveness of training for customer service. The International Journal of Human Resource Management, 23, 2597–2613.10.1080/09585192.2011.637065
   Web of Science ®Google Scholar
• Lepak, D. P., Liao, H., Chung, Y., & Harden, E. E. (2006). A conceptual review of human resource management systems in strategic human resource management research. In J. J. Martocchio (Ed.), Research in personnel and human resources management (Vol. 25, pp. 217–271). Oxford, UK: Elsevier.
   Google Scholar
• Liao, H., Toya, K., Lepak, D. P., & Hong, Y. (2009). Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. Journal of Applied Psychology, 94, 371–391.10.1037/a0013504
   PubMed Web of Science ®Google Scholar
• Lin, H.-C., & Shih, C.-T. (2008). How executive SHRM system links to firm performance: The perspectives of upper echelon and competitive dynamics. Journal of Management, 34, 853–881.10.1177/0149206308318612
   Web of Science ®Google Scholar
• Nordhaug, O., & Gronhaug, K. (1994). Competences as resources in firms. The International Journal of Human Resource Management, 5, 89–106.10.1080/09585199400000005
   Google Scholar
• Nyberg, A. J., Moliterno, T. P., Hale, D., & Lepak, D. P. (2014). Resource-based perspectives on unit-level human capital: A review and integration. Journal of Management, 40, 316–346.10.1177/0149206312458703
   Web of Science ®Google Scholar
• Ployhart, R. E., & Moliterno, T. P. (2011). Emergence of the human capital resource: A multilevel model. Academy of Management Review, 36, 127–150.10.5465/amr.2009.0318
   Web of Science ®Google Scholar
• Ployhart, R. E., Weekley, J. A., & Baughman, K. (2006). The structure and function of human capital emergence: A multilevel examination of the attraction–selection–attrition model. Academy of Management Journal, 49, 661–677.10.5465/AMJ.2006.22083023
   Web of Science ®Google Scholar
• Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 879–903.10.1037/0021-9010.88.5.879
   PubMed Web of Science ®Google Scholar
• Preacher, K. J., Curran, P. J., & Bauer, D. J. (2006). Computational tools for probing interactions in multiple linear regression, multilevel modeling, and latent curve analysis. Journal of Educational and Behavioral Statistics, 31, 437–448.10.3102/10769986031004437
   Web of Science ®Google Scholar
• Schneider, B. (1987). The people make the place. Personnel Psychology, 40, 437–453. doi:10.1111/j.1744-6570.1987.tb00609.x
   Web of Science ®Google Scholar
• Schuler, R. (1992). Strategic human resources management: Linking the people with the strategic needs of the business. Organizational Dynamics, 21, 18–32.10.1016/0090-2616(92)90083-Y
   Web of Science ®Google Scholar
• Schuler, R. S., & Jackson, S. E. (1987). Linking competitive strategies with human resource management practices. Academy of Management Executive, 1, 207–219.10.5465/AME.1987.4275740
   Google Scholar
• Takeuchi, R., Lepak, D. P., Wang, H., & Takeuchi, K. (2007). An empirical examination of the mechanisms mediating between high-performance work systems and the performance of Japanese organizations. Journal of Applied Psychology, 92, 1069–1083.10.1037/0021-9010.92.4.1069
   PubMed Web of Science ®Google Scholar
• Tsai, C.-J. (2006). High performance work systems and organizational performance: An empirical study of Taiwan’s semiconductor design firms. The International Journal of Human Resource Management, 17, 1512–1530.10.1080/09585190600878121
   Web of Science ®Google Scholar
• Ulrich, D., Brockbank, W., Yeung, A. K., & Lake, D. G. (1995). Human resource competencies: An empirical assessment. Human Resource Management, 34, 473–495.10.1002/(ISSN)1099-050X
   Web of Science ®Google Scholar
• Wright, P. M., & Boswell, W. R. (2002). Desegregating HRM: A review and synthesis of micro and macro human resource management research. Journal of Management, 28, 247–276.10.1177/014920630202800302
   Web of Science ®Google Scholar
• Wright, P. M., Coff, R., & Moliterno, T. P. (2014). Strategic human capital: Crossing the great divide. Journal of Management, 40, 353–370.10.1177/0149206313518437
   Web of Science ®Google Scholar
• Wright, P. M., Dunford, B. B., & Snell, S. A. (2001). Human resources and the resource based view of the firm. Journal of Management, 27, 701–721.10.1177/014920630102700607
   Web of Science ®Google Scholar
• Wright, P. M., Gardner, T. M., & Moynihan, L. M. (2003). The impact of HR practices on the performance of business units. Human Resource Management Journal, 13, 21–36.10.1111/hrmj.2003.13.issue-3
   Google Scholar
• Wright, P. M., & McMahan, G. C. (1992). Theoretical perspectives for strategic human resource management. Journal of Management, 18, 295–320.10.1177/014920639201800205
   Web of Science ®Google Scholar
• Wright, P. M., McMahan, G. C., McCormick, B., & Sherman, W. S. (1998). Strategy, core competence, and HR involvement as determinants of HR effectiveness and refinery performance. Human Resource Management, 37, 17–29.10.1002/(ISSN)1099-050X
   Web of Science ®Google Scholar
• Wright, P. M., McMahan, G. C., & McWilliams, A. (1994). Human resources and sustained competitive advantage: A resource-based perspective. The International Journal of Human Resource Management, 5, 301–326.10.1080/09585199400000020
   Google Scholar
• Wright, P. M., Smart, D., & McMahan, G. C. (1995). Matches between human resources and strategy among NCAA basketball teams. Academy of Management Journal, 38, 1052–1074.10.2307/256620
   Web of Science ®Google Scholar
• Wright, P. M., & Snell, S. A. (1998). Toward a unifying framework for exploring fit and flexibility in strategic human resource management. Academy of Management Review, 23, 756–772.
   Web of Science ®Google Scholar
• Youndt, M. A., Snell, S. A., Dean Jr., J. W., & Lepak, D. P. (1996). Human resource management, manufacturing strategy, and firm performance. Academy of Management Journal, 39, 836–866.10.2307/256714
   Web of Science ®Google Scholar
• Zhang, Y.-C., & Li, S.-L. (2009). High performance work practices and firm performance: Evidence from the pharmaceutical industry in China. The International Journal of Human Resource Management, 20, 2331–2348. doi:10.1080/09585190903239690
   Web of Science ®Google Scholar