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

• 成果类型: Article
• 署名作者: Skaggs, BC; Youndt, M
• 署名单位: University of Kentucky; Skidmore College
• 刊物名称: STRATEGIC MANAGEMENT JOURNAL
• ISSN/ISSBN: 0143-2095
• DOI: 10.1002/smj.365
• 发表日期: 2004
• 页码: 85-99
• 关键词: strategic positioning; services; human capital

摘要

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. Copyright (C) 2003 John Wiley Sons, Ltd.