PERSONALquarterly 4/2019

53 04/19 PERSONALquarterly SUMMARY Research question: Based on the service profit chain we analyze mechanisms that link human resource management to service firm performance. Methodology: Meta-analytic structural equation models Practical implications: Service organizations should acknow- ledge that HRM contributes significantly to service performance and profitability. Managers should implement HR practices that balance employee satisfaction, operational excellence, and ser- vice orientation. LITERATURVERZEICHNIS Aryee, S./Walumbwa, F. O./Seidu, E. Y. M./Otaye, L. E. (2016): Developing and leveraging human capital resource to promote service quality: Testing a theory of performance. In: Journal of Management, 42(2), S. 480–499. Barger, P. B./Grandey, A. A. (2006): Service with a smile and encounter satisfac- tion: Emotional contagion and appraisal mechanisms. In: Academy of Management Journal, 49(6), S. 1229–1238. Bowen, D. E./Schneider, B. (2014): A Service Climate Synthesis and Future Research Agenda. In: Journal of Service Research (JSR), 17(1), S. 5–22. Groening, C./Mittal, V./Zhang, Y. A. (2016): Cross-validation of customer and employee signals and firm valuation. In: Journal of Marketing Research, 53(1), S. 61–76. Heskett, J. L./Jones, T. O./Loveman, G. W./Sasser, W. Earl/Schlesinger, L. A. (1994): Putting the service-profit chain to work. In: Harvard Business Review, 72(2), S. 164–174. Heskett, James L./Sasser, W. Earl/Schlesinger, Leonard A. (1997): The Service profit chain. How leading companies link profit and growth to loyalty, satisfaction, and value. New York, NY 1997. Hong, Y./Liao, H./Hu, J./Jiang, K. (2013): Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate. In: Journal of Applied Psychology, 98(2), S. 237–267. Ittner, C. D./Larcker, D. F. (2003): Coming up short on nonfinancial performance measurement. In: Harvard Business Review, 81(11), S. 88–95. Jiang, K./Lepak, D. P./Ju, J. I. A./Baer, J. C. (2012): How does human resource management influence organizational outcomes? A meta-analytic investigation of mediating mechanisms. In: Academy of Management Journal, 55(6), S. 1264–1294. Kamakura, W. A./Mittal, V./de Rosa, F./Mazzon, J. A. (2002): Assessing the service-profit chain. In: Marketing Science, 21(3), S. 294–317. Mittal, V./Anderson, E. W./Sayrak, A./Tadikamalla, P. (2005): Dual emphasis and the long-term financial impact of customer satisfaction. In: Marketing Science, 24(4), S. 544–555. Nishi, L. H./Lepak, D. P./Schneider, B. (2008): Employee attributions of the “why” of HR practices: Their effects on employee attitudes and behaviors, and customer satisfaction. In: Personnel Psychology, 61(3), S. 503–545. Scheer, L. K./Miao, C. Fred/Palmatier, R. W. (2015): Dependence and inter- dependence in marketing relationships: Meta-analytic insights. In: Journal of the Academy of Marketing Science, 43(6), S. 694–712. Snape, E./Redman, T. (2010): HRM practices, organizational citizenship behaviour, and performance: A multi-level analysis. In: Journal of Management Studies, 47(7), S. 1219–1247. Yim, C. Kin/Tse, D. K./Chan, K. Wa (2008): Strengthening customer loyalty through intimacy and passion: Roles of customer–firm affection and customer–staff relationships in services. In: Journal of Marketing Research, 45(6), S. 741–756. PROF. DR. ANJA ISEKE Professur für Personalmanagement am Fachbereich Wirt- schaftswissenschaften Technische Hochschule Ostwestfalen-Lippe, Lemgo E-Mail: anja.iseke@th-owl.de https://www.hs-owl.de/fbw/laboratorien/pe rsonalma- nagement.html PROF. DR. JENS HOGREVE Lehrstuhl für ABWL und Dienstleistungsmanagement Wirtschaftswissenschaftliche Fakultät Ingolstadt Katholische Universität Eichstätt-Ingolstadt E-Mail: jens.hogreve@ku.de https://www.ku.de/wwf/dlm/ PD DR. KLAUS DERFUSS Akademischer Rat auf Zeit am Lehrstuhl für Betriebswirt- schaftslehre, insbes. Unternehmensrechnung und Controlling FernUniversität in Hagen E-Mail: klaus.derfuss@fernuni-hagen.de https://www.fernuni-hagen.de/controlling/team/klaus. derfuss.shtml DR. TÖNNJES ELLER Ehem. wissenschaftlicher Mitarbeiter Lehrstuhl für ABWL und Dienstleistungsmanagement Wirtschaftswissenschaftliche Fakultät Ingolstadt Katholische Universität Eichstätt-Ingolstadt