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  • 2000-2004  (3)
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  • 1
    Electronic Resource
    Electronic Resource
    Bingley : Emerald
    Managing service quality 12 (2002), S. 165-172 
    ISSN: 0960-4529
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: There is a growing interest in theory and in practice with regard to the relationship between human resource management (HRM) and total quality management (TQM), as well as the relationship between these two perspectives and business performance. Empirical research suggests significant effects of HRM/TQM on the performances of an organisation. The majority of research in this area is focused on the effects of HRM/TQM at the organisational level. Research on the perceptions of individual employees might obtain new insights for further discussion on the effectiveness of HRM/TQM in an organisation. The authors had the opportunity to analyse a relatively large database with recent data of individual employee perceptions from a knowledge-intensive organisation in The Netherlands. This analysis gives new insight into concepts such as "co-operation", "information", "leadership", "salary", "work conditions", and "goal setting" in relation to employee satisfaction and the intention to leave the organisation.
    Type of Medium: Electronic Resource
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  • 2
    Electronic Resource
    Electronic Resource
    Bingley : Emerald
    Managing service quality 12 (2002), S. 184-193 
    ISSN: 0960-4529
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Focuses on the analysis of empirical data on customer satisfaction and the relationship with hard organisational performance data. The organisation is a Flexcompany with its headquarters in The Netherlands, but also operating in other countries in Europe. The empirical data on customer satisfaction and business performance stem from 1998 and 1999, from which it can be concluded that it is possible to find evidence for the hypothesis that there is a positive relationship between customer satisfaction and organisational performance indicators, although the relationship is not very strong. Various factors might influence the time-lag between a change in customer satisfaction and an expected effect on sales margin, or other output indicators. However, the analyses provide answers to questions related to the quality dimensions as underlying factors behind the items in the customer satisfaction questionnaire. Also, there are some indications for the relation between customer satisfaction and changing behaviour of customers.
    Type of Medium: Electronic Resource
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  • 3
    Electronic Resource
    Electronic Resource
    Oxford, UK : Blackwell Publishing Ltd
    Human resource management journal 13 (2003), S. 0 
    ISSN: 1748-8583
    Source: Blackwell Publishing Journal Backfiles 1879-2005
    Topics: Economics
    Notes: One of the more fundamental aspects of the ongoing debate about the added value of HRM relates to ‘best’ practice versus ‘best-fit’. Best practice suggests the universal success of certain HR practices, while best-fit acknowledges the relevant impact of contextual factors. We argue that differences in embeddedness and in institutional settings between, for example, countries affect the nature of HRM. To understand this phenomenon, we are in need of additional theory. In this article we will use the theory of new institutionalism as a better way to understand the shaping of HR policies and practices in different settings. After a concise review of the latest debates in the area of strategic HRM, in which the resource-based view is the dominant perspective, we turn to an analysis of HRM in different institutional settings, which suggests the need for additional theory: ie new institutionalism. We offer propositions to explain the impact of different institutional mechanisms, including coercive, normative and mimetic ones, on the shaping of HR policies and practices in organisations. The remainder of the article then focuses on possible implications for practitioners, theoretical implications for future research, and challenges for strategic HRM.
    Type of Medium: Electronic Resource
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