Purpose – This paper seeks to take a Gestalts perspective to analyze the alignment between the HRM practices and strategic capabilities of SMEs. Design/methodology/approach – Based on Miles and Snow's adaptive cycle, this study examines the coherence of HRM practices with the strategic...

Purpose – The purpose of this paper is to profile Thai small‐medium enterprises (SMEs) and fill a research gap about their investment in training and approaches to training. Design/method/approach – The paper uses a quantitative, descriptive design with a drop‐off survey among 438 SMEs...

Purpose – The purpose of this paper is to investigate whether the adoption of information technology is associated with human resource management and organizational restructuring. Design/methodology/approach – SMEs in Nova Scotia were visited and complete data from 130 firms were obtained....

The relevance and importance of the high technology small firm sector to economies has been discussed by a number of authors and new technology‐based firms (NTBFs) have been viewed as having a very important role to play in job creation and as the seedbed of emerging industries. This paper...

There is little information regarding how, or whether, small‐firm owners use their own and their management team’s skills and experiences as part of a strategic approach to achieving business goals, durability and, if desired, growth. It would appear that firms which do utilise a strategic...

Purpose – The purpose of this paper is to examine the factors which determine the adoption of best HR practices in Chinese small- and medium-sized enterprises (SMEs). Design/methodology/approach – Regression analysis was utilized to analyse survey data obtained from 345 enterprises operating...

An inter‐disciplinary approach is adopted to provide a deeper understanding of the human resource‐service quality relationship. The paper tests the relationships organisational commitment and job satisfaction have with service quality of customer‐contact employees. Hypotheses are...

Purpose – The service profit chain postulates that higher employee satisfaction levels lead to high customer satisfaction, and ultimately affect consumer loyalty and profitability. One construct that has largely been ignored in most of this research has been the role of employee turnover. This...

Purpose – Increasing turnover of frontline staff in call centres is detrimental to the delivery of quality service to customers. This paper aims to present the context for the rapid growth of the business process outsourcing (BPO) sector in India, and to address a critical issue faced by call...

Purpose – The purpose of this paper is to examine the effects of problematic customer behaviors on customer service employee attitudes and subsequent turnover intentions from the organization and also the occupation. Design/methodology/approach – Data from five semi‐structured depth...