Effects of human resource development practices on service quality of services offshore outsourcing firms

Vathsala Wickramasinghe ()
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Vathsala Wickramasinghe: University of Moratuwa

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Abstract: Purpose- To investigate the influence of human resource development practices on the quality of service of services offshore outsourcing firms in Sri Lanka. Design/methodology/approach- Survey methodology was used and 402 respondents who fulfilled the selection criteria set for the study responded. To examine the hypothesized relationships structural equation modeling with maximum likelihood estimation was performed using AMOS 16. Findings- The analysis yielded two component factor structure for human resource development practices, which were termed as talent engagement and job related training. It was found that both talent engagement and job related training significantly positively predict the quality of service. The study provided empirical data to support the contention that organizations should develop and engage capabilities of employees to enhance the quality of service. Originality/value- Characteristics of service business demand the effective use of human resource. Therefore, it is expected that the findings of this study will provide useful information for academics and practitioners to make informed decisions on the influence of human resource development practices on the quality of service.

Keywords: Service performance; Continuous improvement; Service delivery effectiveness; Employee competencies; Knowledge management; Business process outsourcing (BPO); Customer satisfaction; Service quality; Organizational learning; Employee engagement; Employee empowerment; Career development; Performance appraisal; Learning and development; Employee skill enhancement; Training and development; Human resource development practices (search for similar items in EconPapers)
Date: 2015
Note: View the original document on HAL open archive server: https://hal.science/hal-05588243v1
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Published in International Journal of Quality & Reliability Management, 2015, 32 (7), pp.703-717. ⟨10.1108/IJQRM-03-2013-0047⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05588243

DOI: 10.1108/IJQRM-03-2013-0047

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