the effects of human resource capability and internal customer satisfaction on Organizational Effectiveness

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the effects of human resource capability and internal customer satisfaction on Organizational Effectiveness

Aforementioned

Of

Chuang, H. M., Liu, M. J., & Chen, Y. S. (2015). The effects of human resource capability and internal customer satisfaction on organizational effectiveness. International Journal of Distributed Sensor Networks, 11(7), 835194.

Conceptual definition and measurement of research constructs

In this study, variables were measured according to previous studies with modifications based on the context of this study.

Literature Review and Hypotheses

2.1. Human resource capacity

The resource-based view considers competencies, capabilities and skills or strategic assets as key sources of sustainable competitive advantage because they are valuable, rare, difficult to imitate, and irreplaceable.

2.2. Internal customer satisfaction

The nature of internal customer satisfaction

2.3. Organizational commitment

2.3.1. The nature of organizational commitment

2.3.2. Organizational commitment and human resource capacity

2.4. Quality of service

2.4.1. The nature of service quality

2.4.2. Quality of service and internal customer satisfaction

2.4.3. Quality of service and organizational commitment

2.5. Organization effectiveness

2.5.1. The nature of organizational effectiveness

2.5.2. Organizational effectiveness and human resource capacity

2.5.3. Organizational effectiveness and internal customer satisfaction

2.5.4. Organizational effectiveness and quality of service

objetive

to recommend strategies that can effectively improve the organizational effectiveness of Company-A.

to confirm the variables relevant to HR capability and organizational effectiveness

to verify the nature of the relationship between organizational commitment and service quality

to investigate the subjective perception of employees on HR capability and job satisfaction and its impact on variables related to organizational performance (i.e., organizational commitment, service quality, and organizational effectiveness);

propose an integrated model that effectively delimits the causal variables of HR capacity and organizational effectiveness from a process perspective

to understand the current subjective perceptions of Company-A employees on the variables relevant to HR capability and organizational performance

Conclusion and recommendation

recommendation

This study explored HR capacity from the perspective of the sustainable competitiveness and focused on three dimensions, namely, training, pay for performance and team orientation.

Conclusion

Research results reveal that internal customer satisfaction, which is highly valued in internal marketing, was mainly influenced by team orientation, commitment affective and normative commitment.

proposed a multidimensional three-component model of organizational commitment that comprises the following dimensions:

Continuance commitment

Normative commitment

Affective commitment

propose an integrated model that comprehensively considers the key variables of human resource capacity and organizational effectiveness