TY - JOUR
T1 - Developing service climate in local vs. foreign firms in smaller Asian emerging markets
T2 - a resource-based and social exchange perspective
AU - Hoang, Hung Trong
AU - Rao Hill, Sally
AU - Freeman, Susan
AU - Lu, Vinh Nhat
AU - Imrie, Brian C.
N1 - Publisher Copyright:
© 2015 Taylor & Francis.
PY - 2017/2/21
Y1 - 2017/2/21
N2 - 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.
AB - 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.
KW - Drivers
KW - organisational resources
KW - resource-based view
KW - service climate
KW - service firms
KW - smaller Asian emerging markets
KW - social exchange theory
UR - http://www.scopus.com/inward/record.url?scp=84952657202&partnerID=8YFLogxK
U2 - 10.1080/09585192.2015.1119707
DO - 10.1080/09585192.2015.1119707
M3 - Article
SN - 0958-5192
VL - 28
SP - 627
EP - 656
JO - International Journal of Human Resource Management
JF - International Journal of Human Resource Management
IS - 4
ER -