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https://hdl.handle.net/2440/107989
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Type: | Journal article |
Title: | Developing service climate in local vs. foreign firms in smaller Asian emerging markets: a resource-based and social exchange perspective |
Author: | Hoang, H. Rao Hill, S. Freeman, S. Lu, V. Imrie, B. |
Citation: | International Journal of Human Resource Management, 2017; 28(4):627-656 |
Publisher: | Taylor & Francis |
Issue Date: | 2017 |
ISSN: | 0958-5192 1466-4399 |
Statement of Responsibility: | Hung Trong Hoang, Sally Rao Hill, Susan Freeman, Vinh Nhat Lu and Brian C. Imrie |
Abstract: | While research on drivers of service climate has focused on organisational resources and human resource practices such as training, employee autonomy and inter-departmental support, how these resources interrelate and influence service climate has not been examined, especially in the context of smaller Asian emerging market. Drawing on the resource-based view and its extension on dynamic capability, and social exchange theory, this qualitative study investigates how local and foreign firms in smaller Asian emerging markets create a favourable service climate. Our findings suggest three inter-related groups of factors that influence service climate, namely firm-based, market-based and culture-based drivers. Notably, foreign service firms perform better than their local counterparts in several firm-based drivers (e.g. service-oriented human resource management practices, work facilitation resources). Our study proposes a conceptual framework that integrates inter-relationships of organisational resource-based factors and explains how internal and external factors drive service climate in firms in smaller Asian emerging markets. |
Keywords: | Drivers; organisational resources; resource-based view; service climate; service firms; smaller Asian emerging markets; social exchange theory |
Rights: | © 2015 Taylor & Francis |
DOI: | 10.1080/09585192.2015.1119707 |
Published version: | http://dx.doi.org/10.1080/09585192.2015.1119707 |
Appears in Collections: | Aurora harvest 3 Business School publications |
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