Developing service climate in local vs. foreign firms in smaller Asian emerging markets: a resource-based and social exchange perspective
Date
2017
Authors
Hoang, Hung Trong
Hill, Sally Rao
Freeman, Susan
Lu, Vinh
Imrie, Brian
Journal Title
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Volume Title
Publisher
Taylor & Francis Group
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.
Description
Keywords
Drivers, organisational resources, resource-based view, service climate, service firms, smaller Asian emerging markets, social exchange theory
Citation
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Source
The International Journal of Human Resource Management
Type
Journal article
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License Rights
Restricted until
2099-12-31