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Strategic positioning, human capital, and performance in service organizations: a customer interaction approach
Author(s) -
Skaggs Bruce C.,
Youndt Mark
Publication year - 2004
Publication title -
strategic management journal
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 11.035
H-Index - 286
eISSN - 1097-0266
pISSN - 0143-2095
DOI - 10.1002/smj.365
Subject(s) - human capital , business , service (business) , marketing , industrial organization , organizational performance , strategic planning , knowledge management , economics , computer science , market economy
Abstract This study employs a customer interaction approach to examine how service organizations' strategic positioning relates to their human capital, and how the interaction between strategic positioning and human capital impacts organizational performance. Results from 234 service organizations in 96 different industries indicate very strong relationships between strategic positioning choices and human capital. We also find that certain combinations of strategic positioning and human capital result in superior performance. Copyright © 2003 John Wiley & Sons, Ltd.