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...
Gespeichert in:
| Veröffentlicht in: | Strategic management journal 2004-01, Vol.25 (1), p.85-99 |
|---|---|
| Hauptverfasser: | , |
| Format: | Artikel |
| Sprache: | eng |
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Tags: |
Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
|
| container_end_page | 99 |
|---|---|
| container_issue | 1 |
| container_start_page | 85 |
| container_title | Strategic management journal |
| container_volume | 25 |
| creator | Skaggs, Bruce C. Youndt, Mark |
| description | 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. |
| doi_str_mv | 10.1002/smj.365 |
| format | Article |
| fullrecord | <record><control><sourceid>jstor_proqu</sourceid><recordid>TN_cdi_proquest_miscellaneous_37821615</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><jstor_id>20142102</jstor_id><sourcerecordid>20142102</sourcerecordid><originalsourceid>FETCH-LOGICAL-c4645-7ed1f7a407f95421f35f98ce9feaee486df641951d523761609bf9379302b1553</originalsourceid><addsrcrecordid>eNp10U1PFDEcBvCGSMIKhk9g0njQgwz0ZdpuvZlV3kQNoPHYlO6_S5eZ6djOqPjp6WYMBxNObfr8-pKnCO1TckgJYUe5XR9yKbbQjBKtKsKkfIZmhNa8YkSLHfQ85zUhZar1DMXrIdkBVsHhPuYwhNiFbnWAb8fWdtjZPgy2OcC2W-Ieko-pLDvAocMZ0q9QpjGtbBf-2s3W_A5b7MY8xBZSQQMk6zYBtn2fonW3e2jb2ybDi3_jLvp-_PHb4rS6-Hpytnh_Ubla1qJSsKRe2Zoor0XNqOfC67kD7cEC1HO59LKmWtClYFxJKom-8ZorzQm7oULwXfR6Ordc-3OEPJg2ZAdNYzuIYzZczRmVdANf_QfXcUxdeZthTJRCxZwX9GZCLsWcE3jTp9DadG8oMZvWTWndlNaLfDvJ36GB-6eYuf58PumXk16XytKjZuW3GCWs5NWUhzzAn8fcpjsjFVfC_PhyYq746eXx4gMzn_gDwbOcMQ</addsrcrecordid><sourcetype>Aggregation Database</sourcetype><iscdi>true</iscdi><recordtype>article</recordtype><pqid>225002583</pqid></control><display><type>article</type><title>Strategic positioning, human capital, and performance in service organizations: a customer interaction approach</title><source>Wiley-Blackwell Journals</source><source>Jstor Complete Legacy</source><creator>Skaggs, Bruce C. ; Youndt, Mark</creator><creatorcontrib>Skaggs, Bruce C. ; Youndt, Mark</creatorcontrib><description>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.</description><identifier>ISSN: 0143-2095</identifier><identifier>EISSN: 1097-0266</identifier><identifier>DOI: 10.1002/smj.365</identifier><identifier>CODEN: SMAJD8</identifier><language>eng</language><publisher>Chichester, UK: John Wiley & Sons, Ltd</publisher><subject>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</subject><ispartof>Strategic management journal, 2004-01, Vol.25 (1), p.85-99</ispartof><rights>Copyright 2004 John Wiley & Sons, Ltd.</rights><rights>Copyright © 2003 John Wiley & Sons, Ltd.</rights><rights>Copyright Wiley Periodicals Inc. Jan 2004</rights><lds50>peer_reviewed</lds50><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c4645-7ed1f7a407f95421f35f98ce9feaee486df641951d523761609bf9379302b1553</citedby><cites>FETCH-LOGICAL-c4645-7ed1f7a407f95421f35f98ce9feaee486df641951d523761609bf9379302b1553</cites></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktopdf>$$Uhttps://www.jstor.org/stable/pdf/20142102$$EPDF$$P50$$Gjstor$$H</linktopdf><linktohtml>$$Uhttps://www.jstor.org/stable/20142102$$EHTML$$P50$$Gjstor$$H</linktohtml><link.rule.ids>314,776,780,799,1411,27901,27902,45550,45551,57992,58225</link.rule.ids></links><search><creatorcontrib>Skaggs, Bruce C.</creatorcontrib><creatorcontrib>Youndt, Mark</creatorcontrib><title>Strategic positioning, human capital, and performance in service organizations: a customer interaction approach</title><title>Strategic management journal</title><addtitle>Strat. Mgmt. J</addtitle><description>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.</description><subject>Building customization</subject><subject>Business strategies</subject><subject>Business studies</subject><subject>Capital investments</subject><subject>Customer services</subject><subject>Customers</subject><subject>Employees</subject><subject>Human capital</subject><subject>Human resources</subject><subject>Influence</subject><subject>Information asymmetry</subject><subject>Management</subject><subject>Manufacturing</subject><subject>Market positioning</subject><subject>Organization</subject><subject>Production engineering</subject><subject>Service industries</subject><subject>Service organizations</subject><subject>services</subject><subject>Social interaction</subject><subject>Strategic management</subject><subject>strategic positioning</subject><subject>Studies</subject><issn>0143-2095</issn><issn>1097-0266</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2004</creationdate><recordtype>article</recordtype><sourceid>BENPR</sourceid><recordid>eNp10U1PFDEcBvCGSMIKhk9g0njQgwz0ZdpuvZlV3kQNoPHYlO6_S5eZ6djOqPjp6WYMBxNObfr8-pKnCO1TckgJYUe5XR9yKbbQjBKtKsKkfIZmhNa8YkSLHfQ85zUhZar1DMXrIdkBVsHhPuYwhNiFbnWAb8fWdtjZPgy2OcC2W-Ieko-pLDvAocMZ0q9QpjGtbBf-2s3W_A5b7MY8xBZSQQMk6zYBtn2fonW3e2jb2ybDi3_jLvp-_PHb4rS6-Hpytnh_Ubla1qJSsKRe2Zoor0XNqOfC67kD7cEC1HO59LKmWtClYFxJKom-8ZorzQm7oULwXfR6Ordc-3OEPJg2ZAdNYzuIYzZczRmVdANf_QfXcUxdeZthTJRCxZwX9GZCLsWcE3jTp9DadG8oMZvWTWndlNaLfDvJ36GB-6eYuf58PumXk16XytKjZuW3GCWs5NWUhzzAn8fcpjsjFVfC_PhyYq746eXx4gMzn_gDwbOcMQ</recordid><startdate>200401</startdate><enddate>200401</enddate><creator>Skaggs, Bruce C.</creator><creator>Youndt, Mark</creator><general>John Wiley & Sons, Ltd</general><general>John Wiley and Sons</general><general>Wiley Periodicals Inc</general><scope>BSCLL</scope><scope>AAYXX</scope><scope>CITATION</scope><scope>0U~</scope><scope>1-H</scope><scope>3V.</scope><scope>7WY</scope><scope>7WZ</scope><scope>7X5</scope><scope>7XB</scope><scope>87Z</scope><scope>88C</scope><scope>88K</scope><scope>8A3</scope><scope>8BJ</scope><scope>8FI</scope><scope>8FJ</scope><scope>8FK</scope><scope>8FL</scope><scope>ABUWG</scope><scope>AFKRA</scope><scope>BENPR</scope><scope>BEZIV</scope><scope>CCPQU</scope><scope>DWQXO</scope><scope>FQK</scope><scope>FRNLG</scope><scope>FYUFA</scope><scope>F~G</scope><scope>GHDGH</scope><scope>JBE</scope><scope>K60</scope><scope>K6~</scope><scope>L.-</scope><scope>L.0</scope><scope>M0C</scope><scope>M0T</scope><scope>M2T</scope><scope>PQBIZ</scope><scope>PQBZA</scope><scope>PQEST</scope><scope>PQQKQ</scope><scope>PQUKI</scope><scope>Q9U</scope></search><sort><creationdate>200401</creationdate><title>Strategic positioning, human capital, and performance in service organizations: a customer interaction approach</title><author>Skaggs, Bruce C. ; Youndt, Mark</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c4645-7ed1f7a407f95421f35f98ce9feaee486df641951d523761609bf9379302b1553</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2004</creationdate><topic>Building customization</topic><topic>Business strategies</topic><topic>Business studies</topic><topic>Capital investments</topic><topic>Customer services</topic><topic>Customers</topic><topic>Employees</topic><topic>Human capital</topic><topic>Human resources</topic><topic>Influence</topic><topic>Information asymmetry</topic><topic>Management</topic><topic>Manufacturing</topic><topic>Market positioning</topic><topic>Organization</topic><topic>Production engineering</topic><topic>Service industries</topic><topic>Service organizations</topic><topic>services</topic><topic>Social interaction</topic><topic>Strategic management</topic><topic>strategic positioning</topic><topic>Studies</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Skaggs, Bruce C.</creatorcontrib><creatorcontrib>Youndt, Mark</creatorcontrib><collection>Istex</collection><collection>CrossRef</collection><collection>Global News & ABI/Inform Professional</collection><collection>Trade PRO</collection><collection>ProQuest Central (Corporate)</collection><collection>ABI/INFORM Collection</collection><collection>ABI/INFORM Global (PDF only)</collection><collection>Entrepreneurship Database (Proquest)</collection><collection>ProQuest Central (purchase pre-March 2016)</collection><collection>ABI/INFORM Collection</collection><collection>Healthcare Administration Database (Alumni)</collection><collection>Telecommunications (Alumni Edition)</collection><collection>Entrepreneurship Database (Alumni Edition)</collection><collection>International Bibliography of the Social Sciences (IBSS)</collection><collection>Hospital Premium Collection</collection><collection>Hospital Premium Collection (Alumni Edition)</collection><collection>ProQuest Central (Alumni) (purchase pre-March 2016)</collection><collection>ABI/INFORM Collection (Alumni Edition)</collection><collection>ProQuest Central (Alumni)</collection><collection>ProQuest Central UK/Ireland</collection><collection>ProQuest Central</collection><collection>ProQuest Business Premium Collection</collection><collection>ProQuest One Community College</collection><collection>ProQuest Central</collection><collection>International Bibliography of the Social Sciences</collection><collection>Business Premium Collection (Alumni)</collection><collection>Health Research Premium Collection</collection><collection>ABI/INFORM Global (Corporate)</collection><collection>Health Research Premium Collection (Alumni)</collection><collection>International Bibliography of the Social Sciences</collection><collection>ProQuest Business Collection (Alumni Edition)</collection><collection>ProQuest Business Collection</collection><collection>ABI/INFORM Professional Advanced</collection><collection>ABI/INFORM Professional Standard</collection><collection>ABI/INFORM global</collection><collection>Healthcare Administration Database</collection><collection>Telecommunications Database</collection><collection>One Business (ProQuest)</collection><collection>ProQuest One Business (Alumni)</collection><collection>ProQuest One Academic Eastern Edition (DO NOT USE)</collection><collection>ProQuest One Academic</collection><collection>ProQuest One Academic UKI Edition</collection><collection>ProQuest Central Basic</collection><jtitle>Strategic management journal</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Skaggs, Bruce C.</au><au>Youndt, Mark</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Strategic positioning, human capital, and performance in service organizations: a customer interaction approach</atitle><jtitle>Strategic management journal</jtitle><addtitle>Strat. Mgmt. J</addtitle><date>2004-01</date><risdate>2004</risdate><volume>25</volume><issue>1</issue><spage>85</spage><epage>99</epage><pages>85-99</pages><issn>0143-2095</issn><eissn>1097-0266</eissn><coden>SMAJD8</coden><abstract>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.</abstract><cop>Chichester, UK</cop><pub>John Wiley & Sons, Ltd</pub><doi>10.1002/smj.365</doi><tpages>15</tpages><oa>free_for_read</oa></addata></record> |
| fulltext | fulltext |
| identifier | ISSN: 0143-2095 |
| ispartof | Strategic management journal, 2004-01, Vol.25 (1), p.85-99 |
| issn | 0143-2095 1097-0266 |
| language | eng |
| recordid | cdi_proquest_miscellaneous_37821615 |
| source | Wiley-Blackwell Journals; Jstor Complete Legacy |
| subjects | 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 |
| title | Strategic positioning, human capital, and performance in service organizations: a customer interaction approach |
| url | https://sfx.bib-bvb.de/sfx_tum?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8&ctx_tim=2025-02-07T18%3A57%3A09IST&url_ver=Z39.88-2004&url_ctx_fmt=infofi/fmt:kev:mtx:ctx&rfr_id=info:sid/primo.exlibrisgroup.com:primo3-Article-jstor_proqu&rft_val_fmt=info:ofi/fmt:kev:mtx:journal&rft.genre=article&rft.atitle=Strategic%20positioning,%20human%20capital,%20and%20performance%20in%20service%20organizations:%20a%20customer%20interaction%20approach&rft.jtitle=Strategic%20management%20journal&rft.au=Skaggs,%20Bruce%20C.&rft.date=2004-01&rft.volume=25&rft.issue=1&rft.spage=85&rft.epage=99&rft.pages=85-99&rft.issn=0143-2095&rft.eissn=1097-0266&rft.coden=SMAJD8&rft_id=info:doi/10.1002/smj.365&rft_dat=%3Cjstor_proqu%3E20142102%3C/jstor_proqu%3E%3Curl%3E%3C/url%3E&disable_directlink=true&sfx.directlink=off&sfx.report_link=0&rft_id=info:oai/&rft_pqid=225002583&rft_id=info:pmid/&rft_jstor_id=20142102&rfr_iscdi=true |