One size does not fit all: The relations between service capabilities and human resource management
by Hong, Ying, Ph.D., RUTGERS THE STATE UNIVERSITY OF NEW JERSEY - NEW BRUNSWICK, 2009, 170 pages; 3387111

Abstract:

Previous research in strategic human resource management (HRM) has generally taken two approaches. The best practices perspective conveys a high performance philosophy, while the contingency perspective based on generic market positioning differentiates between high performance and low cost philosophies. This paper is among the first to draw on the capability-based view of strategic management to provide HRM with a more accurate anchor of strategic capabilities. Under the current dynamic environment, the key to sustained competitive advantages depends on the heterogeneous and inimitable capabilities of organizations that are aligned with organizations’ strategic focus. The heterogeneity in turn demands different HRM practices and strategic positions. Using the hospitality industry, I conducted three studies using both quantitative and qualitative approaches to examine the extent to which hotels in different segments aligned their strategic foci, strategic capabilities, strategic positions, and HRM systems and the subsequent impact on financial performance. Results showed that there were different capabilities that predicted financial performance: hotels’ capability to provide tangibles to customers was a threshold capability for all hotels, while the capability to provide service was a distinctive capability only for luxury hotels. In addition, an alignment with the recommended HRM profiles and an emphasis on the strategic positions were helpful for creating the needed strategic capabilities. Implementing efficiency-oriented and reliability-oriented HR and emphasizing back-of-the-house positions were critical to hotels that focused on operational excellence and product leadership, while adopting flexibility-oriented HR and valuing front-of-the-house positions were important for hotels that excelled at customer intimacy. This has implication for future strategic HRM research in that instead of advocating for more best practices, this study suggests that identifying the right practices and strategic positions according to needed capabilities is key.

 
AdviserHui Liao
SchoolRUTGERS THE STATE UNIVERSITY OF NEW JERSEY - NEW BRUNSWICK
SourceDAI/A 70-12, p. , Jan 2010
Source TypeDissertation
SubjectsManagement; Labor relations
Publication Number3387111
Adobe PDF Access the complete dissertation:
 

» Find an electronic copy at your library.
  Use the link below to access a full citation record of this graduate work:
  http://gateway.proquest.com/openurl%3furl_ver=Z39.88-2004%26res_dat=xri:pqdiss%26rft_val_fmt=info:ofi/fmt:kev:mtx:dissertation%26rft_dat=xri:pqdiss:3387111
  If your library subscribes to the ProQuest Dissertations & Theses (PQDT) database, you may be entitled to a free electronic version of this graduate work. If not, you will have the option to purchase one, and access a 24 page preview for free (if available).

About ProQuest Dissertations & Theses
With over 2.3 million records, the ProQuest Dissertations & Theses (PQDT) database is the most comprehensive collection of dissertations and theses in the world. It is the database of record for graduate research.

The database includes citations of graduate works ranging from the first U.S. dissertation, accepted in 1861, to those accepted as recently as last semester. Of the 2.3 million graduate works included in the database, ProQuest offers more than 1.9 million in full text formats. Of those, over 860,000 are available in PDF format. More than 60,000 dissertations and theses are added to the database each year.

If you have questions, please feel free to visit the ProQuest Web site - http://www.proquest.com - or call ProQuest Hotline Customer Support at 1-800-521-3042.