Review on Service Climate, Service Quality and Service Performance with Reference to Strategic Human Resource Management Perspectives

Strategic human resource management and managerial practices directly link with the service design and delivery process. Recent studies and the based theories have discussed the interconnection of such human resource perspectives and service performance highlighting empirical and practice significance. However, studies found in the scope of strategic human resource management practices for service performance still suggest the need for further studies since service performance and strategic human resource management practices are transforming with different industrial dynamics. Having said, this paper also addresses the importance of reviewing strategic human resource management perspectives with the service performance by explaining related variables and concepts. Alongside, service performance, service climate, front line employee performance and service quality were reviewed to explain their interconnections. It has followed comprehensive literature review as the main research tool to produce a conceptual review. Alongside, journal articles, book chapters and case studies were mainly associated to explain the concepts, variables and key inputs of relevant theories as well to support for the conceptual review and discussions. This paper includes a discussion to navigate future research works by highlighting how service performance, particularly service quality, is influenced by the relevant variables found within the scope of strategic human resource management. In addition, the notion of internal marketing has also been reviewed and discussed to support the main insights presented in this paper. It has explained the relevant variables for the notions encouraging future researchers to steer empirical investigations. This study concludes the insights of new research avenues highlighting modern transformations that took place in the human resource management and market dynamics within the service sector. Additionally, the importance of revisiting the fundamental theories related to strategic human resource management, and the service management aspects were also posited as a conclusion remark.