ISSN : 1229-0696
The present study investigated the effects of organizational culture and human resources practices on customer-oriented service performance. Data obtained from 365 workers of 106 branches in S insurance company were analyzed. Three major findings were reported; (1) Organizational culture was significantly associated with customer-oriented service performance; (2) HR practices were also associated with customer-oriented service performance; and (3) HR practices were different significantly across different clusters of organizational culture. The results showed that both organizational culture and HR practices were essential for service company trying to improve the quality of service performance.