Innovation, sustainable HRM and customer satisfaction

The purpose of this paper is to explore how sustainable human resourcemanagement (HRM) practices impact the innovation-customer satisfactionrelationship in Swedish hotels. Responding hotels were profiled intofour groups based on their involvement in two sustainable HR practices.The findings indicate the relationship between innovation and customer satisfactionis dependent on sustainable HR practices in the organization. Althoughinnovation and sustainable HR practices impact customer satisfactionpositively, their interaction suggests that the one can substitute the other toachieve superior customer satisfaction. The study concludes that sustainableHR practices enhance a hotel’s capability to innovate and to have satisfiedcustomers. The relationship between sustainable HR practices and innovationis discussed.