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The Consequences of human resource stocks and flows: a longitudinal examination of unit service orientation and unit effectiveness

Drawing from resource-based theory, we argue for a broader interpretation of human capital and demonstrate that unit service orientation contributes to unit effectiveness over time. Operationalizing unit service orientation as the unit-level (n = 1,255) aggregate of individual level (n = 114,198) service employee competencies, we modeled the data over three quarters and found a positive but decreasing relationship between the flow of unit service orientation and changes in unit effectiveness. Although building a high-quality stock is important, we show that the key driver of change in unit effectiveness is the flow of unit service orientation over time..Printed journal

Ketersediaan

Call NumberLocationAvailable
PSB lt.dasar - Pascasarjana1
Penerbit Academy of Management.,
Edisi -
Subjek Human resource management
Customer services
Human capital
Correlation analysis
Retail Stores
Effectiveness studies
ISBN/ISSN 14273
Klasifikasi -
Deskripsi Fisik -
Info Detail Spesifik -
Other Version/Related Tidak tersedia versi lain
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