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

被引：196
|
作者：
Skaggs, BC [1 ]
Youndt, M
机构：
[1] Univ Kentucky, Gatton Coll Business & Econ, Lexington, KY 40506 USA
[2] Skidmore Coll, Dept Management & Business, Saratoga Springs, NY 12866 USA
来源：
STRATEGIC MANAGEMENT JOURNAL | 2004年 / 25卷 / 01期
关键词：
strategic positioning; services; human capital;
D O I：
10.1002/smj.365
中图分类号：
F [经济];
学科分类号：
02 ;
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.
引用
收藏
页码：85 / 99
页数：15
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