Realising competitive advantage through HRM in New Zealand service industries

Browning, Victoria, Edgar, Fiona, Gray, Brendan, & Garrett, Tony (2009) Realising competitive advantage through HRM in New Zealand service industries. The Service Industries Journal, 29(6), pp. 741-760.

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An emerging source of competitive advantage for service industries is the knowledge, skills and attitudes of their employees. Indeed, achievement of a 'service quality' culture, considered imperative for competitive advantage in service organisations, supposedly results from the use of best practice human resource management (HRM), and from a strategic approach to their implementation. This paper empirically explores the use of these dimensions of HRM as a source of competitive advantage. It finds high-performing service organisations actively engage best practices across the areas of recruitment and selection, training and development, communication and team working. Evidence of a strategic approach to the implementation of these practices is also found.

Impact and interest:

28 citations in Scopus
18 citations in Web of Science®
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ID Code: 27171
Item Type: Journal Article
Refereed: Yes
Keywords: Best Practice, Human Resource Management, Service Industry, Competitive Advantage, Service Culture
DOI: 10.1080/02642060902749237
ISSN: 0264-2069
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Human Resources Management (150305)
Divisions: Current > Research Centres > Australian Centre for Business Research
Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Management
Copyright Owner: Copyright 2009 Taylor and Francis
Deposited On: 01 Sep 2009 05:37
Last Modified: 01 Mar 2012 01:45

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