The study of the Relationship between Human Resource Management Practices and Service Quality and the Mediator Role of Service Behaviors

Abstract:
One of the main strategies of service organizations to achieve competitive advantage is improving service quality. Today, service quality has become a significant differentiator and indeed the most competitive weapon for pioneer service organizations. In general, organizations through Human resource management practices can create an environment that encourages positive employee behaviors, thereby enhancing service quality. This study aims to empirically explore the relationship among human resource management practices, service behaviors and service quality in the restaurants and fast food shops. The results indicate human resource management practices had a partially direct effect on customer perceptions of service quality and an indirect effect through employees’ service behaviors. This means that service behaviors partially mediates the relationship between human resource management practices and service quality.
Language:
Persian
Published:
Journal of Humanities and Social Sciences, Volume:6 Issue: 23, 2007
Page:
63
magiran.com/p499611  
دانلود و مطالعه متن این مقاله با یکی از روشهای زیر امکان پذیر است:
اشتراک شخصی
با عضویت و پرداخت آنلاین حق اشتراک یک‌ساله به مبلغ 1,390,000ريال می‌توانید 70 عنوان مطلب دانلود کنید!
اشتراک سازمانی
به کتابخانه دانشگاه یا محل کار خود پیشنهاد کنید تا اشتراک سازمانی این پایگاه را برای دسترسی نامحدود همه کاربران به متن مطالب تهیه نمایند!
توجه!
  • حق عضویت دریافتی صرف حمایت از نشریات عضو و نگهداری، تکمیل و توسعه مگیران می‌شود.
  • پرداخت حق اشتراک و دانلود مقالات اجازه بازنشر آن در سایر رسانه‌های چاپی و دیجیتال را به کاربر نمی‌دهد.
In order to view content subscription is required

Personal subscription
Subscribe magiran.com for 70 € euros via PayPal and download 70 articles during a year.
Organization subscription
Please contact us to subscribe your university or library for unlimited access!