Relationships between Organizational Culture, Human Resource Practices, and Customer-Oriented Service Performance in Service Corporate

Kwak, Won-Seob; 곽원섭

ISSN : 1229-0696

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Vol.12 No.2

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Relationships between Organizational Culture, Human Resource Practices, and Customer-Oriented Service Performance in Service Corporate

Won-Seob Kwak (Ho Seo University)

Korean Jounal of Industrial Organizational Psychology / Korean Jounal of Industrial Organizational Psychology, (P)1229-0696; (E)2671-4345

1999, v.12 no.2, pp.195-206

Kwak, W. (1999). Relationships between Organizational Culture, Human Resource Practices, and Customer-Oriented Service Performance in Service Corporate. Korean Jounal of Industrial Organizational Psychology, 12(2), 195-206.

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Abstract

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.

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Submission Date: 1999-11-10

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Article Contents

Vol.12 No.2

Relationships between Organizational Culture, Human Resource Practices, and Customer-Oriented Service Performance in Service Corporate

Abstract