Strategic positioning, human capital, and performance in service organizations: a customer interaction approach

Strategic positioning, human capital, and performance in service organizations: a customer interaction approach

This study employs a customer interaction approach to examine how service organizations' strategic positioning relates to their human capital, and how the interaction between strategic positioning and human capital impacts organizational performance. Results from 234 service organizations in 96...

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
Veröffentlicht in:Strategic management journal 2004-01, Vol.25 (1), p.85-99
Hauptverfasser: Skaggs, Bruce C., Youndt, Mark
Format: Artikel
Sprache:eng
Schlagworte:
Building customization
Business strategies
Business studies
Capital investments
Customer services
Customers
Employees
Human capital
Human resources
Influence
Information asymmetry
Management
Manufacturing
Market positioning
Organization
Production engineering
Service industries
Service organizations
services
Social interaction
Strategic management
strategic positioning
Studies
Online-Zugang:Volltext
Tags: Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
Beschreibung
Zusammenfassung:This study employs a customer interaction approach to examine how service organizations' strategic positioning relates to their human capital, and how the interaction between strategic positioning and human capital impacts organizational performance. Results from 234 service organizations in 96 different industries indicate very strong relationships between strategic positioning choices and human capital. We also find that certain combinations of strategic positioning and human capital result in superior performance.
ISSN:0143-2095
1097-0266
DOI:10.1002/smj.365