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.
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.
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|Item Type:||Journal Article|
|Keywords:||Best Practice, Human Resource Management, Service Industry, Competitive Advantage, Service Culture|
|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 15:37|
|Last Modified:||01 Mar 2012 11:45|
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