THE IMPACT OF HRM PRACTICES ON SERVICE QUALITY IN CUSTOMER-FACING BUSINESSES
This research analyses the impact of HRM practices on service quality in customer-facing businesses. A systematic review was conducted using Google Scholar as the search engine, and search terms such as "HRM practices", "Service quality", and "Customer-facing business"...
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| Format: | Article |
| Language: | English |
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Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
2025-03-01
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| Series: | International Journal for Quality Research |
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| Online Access: | http://ijqr.net/journal/v19-n1/13.pdf |
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| _version_ | 1823858044151267328 |
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| author | Salem Alqarni |
| author_facet | Salem Alqarni |
| author_sort | Salem Alqarni |
| collection | DOAJ |
| description | This research analyses the impact of HRM practices on service quality in customer-facing businesses. A systematic review was conducted using Google Scholar as the search engine, and search terms such as "HRM practices", "Service quality", and "Customer-facing business" were used to identify relevant papers. The inclusion and exclusion criteria were documented using the PRISMA flow diagram, and a total of 30 papers were included in the review. The findings indicate that HR practices focused on equipping employees with social skills in customer-facing encounters have a positive impact on customer perceptions of quality and satisfaction. However, certain HR and external factors may moderate this relationship. These trends were observed across all sectors of organisations. The study also found that the majority of papers were published between 2009-2014, with a recent increase in publications. The UK and the USA are the top countries as data sources, and most papers were research-based and used survey methods. Limited use of theories was also observed in the included reviews. The research also attempts to use the average number of citations per year as a measure of paper quality, acknowledging certain limitations in this approach. Overall, the findings highlight the importance of HRM practices in improving service quality in customer-facing businesses and the need for more research in this area. |
| format | Article |
| id | doaj-art-5a39a600d4024c1d805fcaee5da185e1 |
| institution | Kabale University |
| issn | 1800-6450 1800-7473 |
| language | English |
| publishDate | 2025-03-01 |
| publisher | Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia |
| record_format | Article |
| series | International Journal for Quality Research |
| spelling | doaj-art-5a39a600d4024c1d805fcaee5da185e12025-02-11T14:50:40ZengCenter for Quality, Faculty of Engineering, University of Kragujevac, SerbiaInternational Journal for Quality Research1800-64501800-74732025-03-0119119921010.24874/IJQR19.01-13THE IMPACT OF HRM PRACTICES ON SERVICE QUALITY IN CUSTOMER-FACING BUSINESSESSalem Alqarni 0https://orcid.org/0009-0000-9584-4182King Abdulaziz University, Saudi Arabia This research analyses the impact of HRM practices on service quality in customer-facing businesses. A systematic review was conducted using Google Scholar as the search engine, and search terms such as "HRM practices", "Service quality", and "Customer-facing business" were used to identify relevant papers. The inclusion and exclusion criteria were documented using the PRISMA flow diagram, and a total of 30 papers were included in the review. The findings indicate that HR practices focused on equipping employees with social skills in customer-facing encounters have a positive impact on customer perceptions of quality and satisfaction. However, certain HR and external factors may moderate this relationship. These trends were observed across all sectors of organisations. The study also found that the majority of papers were published between 2009-2014, with a recent increase in publications. The UK and the USA are the top countries as data sources, and most papers were research-based and used survey methods. Limited use of theories was also observed in the included reviews. The research also attempts to use the average number of citations per year as a measure of paper quality, acknowledging certain limitations in this approach. Overall, the findings highlight the importance of HRM practices in improving service quality in customer-facing businesses and the need for more research in this area.http://ijqr.net/journal/v19-n1/13.pdfhrm practicesservice qualitycustomer-facing businessesreview |
| spellingShingle | Salem Alqarni THE IMPACT OF HRM PRACTICES ON SERVICE QUALITY IN CUSTOMER-FACING BUSINESSES International Journal for Quality Research hrm practices service quality customer-facing businesses review |
| title | THE IMPACT OF HRM PRACTICES ON SERVICE QUALITY IN CUSTOMER-FACING BUSINESSES |
| title_full | THE IMPACT OF HRM PRACTICES ON SERVICE QUALITY IN CUSTOMER-FACING BUSINESSES |
| title_fullStr | THE IMPACT OF HRM PRACTICES ON SERVICE QUALITY IN CUSTOMER-FACING BUSINESSES |
| title_full_unstemmed | THE IMPACT OF HRM PRACTICES ON SERVICE QUALITY IN CUSTOMER-FACING BUSINESSES |
| title_short | THE IMPACT OF HRM PRACTICES ON SERVICE QUALITY IN CUSTOMER-FACING BUSINESSES |
| title_sort | impact of hrm practices on service quality in customer facing businesses |
| topic | hrm practices service quality customer-facing businesses review |
| url | http://ijqr.net/journal/v19-n1/13.pdf |
| work_keys_str_mv | AT salemalqarni theimpactofhrmpracticesonservicequalityincustomerfacingbusinesses AT salemalqarni impactofhrmpracticesonservicequalityincustomerfacingbusinesses |