Chuang and Liao (2010) in their article, titled “Strategic Human Resource Management in Service Context: Taking Care of Business by Taking Care of Employees and Customers” investigated the interrelation between human resource practices and the performance of the organization in the context of service quality. The authors extended the literature devoted to this topic by incorporating a set of specific types of organizational climate and spheres of employees’ behavior. The most significant contribution of the paper is providing the suggestion regarding the capability of human resources practices of high-performance work systems, also known as HPWS, to facilitate climates of concern for both customers and employees and, as a result, stimulate employees to participating in cooperative patterns of behavior towards the coworkers and clients and, thus make a considerable contribution to the market performance of the enterprise.
The data for this framework was being collected during two periods from employees and managers of 133 Taiwanese multiple service stores with at least five workers. In terms of the work 35 different items were applied to evaluate HPWS. The results of the research mostly supported the theoretical framework of Chuang and Liao (2010). Among most essential conclusions made on the basis of the research is the inference regarding the capability of both helping behavior of employees and their service performance to contribute to the company’s profitability, sales, and market size. Basing on the results of the study, the authors offered a set of sufficient managerial implications. It was suggested that building efficient relationship with clients and employees through the implementation of the practices of HPWS might contribute to the enhancement of the organization.
There cannot be doubt that in conditions of modern market economy, the suggestions provided within the article are of exceptional importance. There is a direct linkage between the capability of the firm to create sufficient organizational climate and the performance of this firm. For me, as for the potential entrepreneur, Chuang and Liao’s recommendations seem to be highly useful; in case of starting my own business, I would, for sure, take into the consideration all authors’ pieces of advice.
Chuang, C.-H., and Liao, H. (2010). Strategic Human Resource Management in Service Context: Taking Care of Business by Taking Care of Employees and Customers. Personnel Psychology, 63 (1), 153-196.