A Link Between Human Resource Management Practices and Customer Satisfaction
A Moderated Mediation Model
Bibliographic Data
| ID | 3448236 |
|---|---|
| Authors | Norizah Binti Mohd Mustamil (0000-0002-2780-5920, Air University), Usama Najam, Sadia Ishaque (0000-0003-3239-5708, Air University, corresponding author), Saadia Irshad (0000-0003-1587-0773, The Women University Multan), Qurat-Ul-Ain Salik (Air University), Maria Shams Khakwani (The Women University Multan), Malka Liaquat (0000-0001-5219-9451, The Women University Multan) |
| Year | 2020 |
| Volume | 10 |
| Issue | 4 |
| Publication date | 2020-10-01 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | SAGE Open (JOURNAL) |
| Journal identifiers | ISSN: 2158-2440 • E-ISSN: 2158-2440 |
| Publisher | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/2158244020968785 |
| OpenAlex | W3101207744 |
| Language | EN |
| Citations received | 2 |
| References cited | 83 |
This study attempts to investigate the linkage of human resources management practices with customer satisfaction through intervening role of employee job satisfaction. The study also examined the moderating role of procedural justice between human resource management practices and job satisfaction. A conceptual model with four hypotheses was developed and two-source field data were collected from paramedical staff members and patients ( n= 228, dyads) working in the health care sector of Pakistan. Results indicate that full mediation where job satisfaction fully mediates between human resource management practices and customer satisfaction. Furthermore, moderated regression analysis also proved the significant moderating role of procedural justice between human resource practices and job satisfaction. The findings of the study provide useful insights to evaluate and improve human resource management practices for the wellbeing of the employees and to enhance the customer satisfaction
Business · Conceptual model · Customer satisfaction · Human resource management · Human resources · Job performance · Job satisfaction · Knowledge management · Management · Mediation · Moderated mediation · Political science · Applied Psychology · Computer Science · Customer Service Quality and Loyalty · Employee Performance and Management · Job Satisfaction and Organizational Behavior · Psychology · Social Psychology · Marketing
The Social Psychology of Procedural Justice
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Structural Equation Modeling With Amos, EQS, and Lisrel
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The Impact of Human Resource Management Practices on Perceptions of Organizational Performance.
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Development of the Job Diagnostic Survey.
Statistical mediation analysis with a multicategorical independent variable
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| Citations per year | 0.67 |
|---|---|
| Citation span | 2023 - 2023 (1) |
| Highly cited | No |