ACQUIRING AND DEVELOPING HUMAN CAPITAL IN SERVICE CONTEXTS: THE INTERCONNECTEDNESS OF HUMAN CAPITAL RESOURCES

• 成果类型: Article
• 署名作者: Ployhart, Robert E.; Van Iddekinge, Chad H.; Mackenzie, William I., Jr.
• 署名单位: University of South Carolina System; University of South Carolina Columbia; State University System of Florida; Florida State University; University of Alabama System; University of Alabama Huntsville
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/AMJ.2011.60263097
• 发表日期: 2011
• 页码: 353-368
• 关键词: COMPETITIVE ADVANTAGE; STRATEGIC MANAGEMENT; CUSTOMER PERCEPTIONS; FIRM RESOURCES; performance; QUALITY; MODEL; view; personality; KNOWLEDGE

摘要

Past research has not adequately considered the importance of interconnected human capital resources. Drawing on the resource-based view, we propose a dynamic model in which changes in generic human capital (personality and cognitive ability) lead to changes in unit-specific human capital (advanced training and experience), which in turn lead to changes in unit service performance behavior and effectiveness. We examined 238 units in a restaurant chain using data from different sources spanning ten quarters. The hypothesized causal sequence among the constructs was supported. These findings advance resource-based scholarship and highlight the value of understanding the relationships among human capital resources.