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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
Statement of
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
RMID: 0030041828
DOI: 10.1080/09585192.2015.1119707
Appears in Collections:Business School publications

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