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A Link Between Human Resource Management Practices and Customer Satisfaction: A Moderated Mediation Model

Author

Listed:
  • Usama Najam
  • Sadia Ishaque
  • Saadia Irshad
  • Qurat-ul-ain Salik
  • Maria Shams Khakwani
  • Malka Liaquat

Abstract

This study attempts to investigate the linkage of human resources management practices with customer satisfaction through intervening role of employee job satisfaction. The study also examined the moderating role of procedural justice between human resource management practices and job satisfaction. A conceptual model with four hypotheses was developed and two-source field data were collected from paramedical staff members and patients ( n = 228, dyads) working in the health care sector of Pakistan. Results indicate that full mediation where job satisfaction fully mediates between human resource management practices and customer satisfaction. Furthermore, moderated regression analysis also proved the significant moderating role of procedural justice between human resource practices and job satisfaction. The findings of the study provide useful insights to evaluate and improve human resource management practices for the wellbeing of the employees and to enhance the customer satisfaction.

Suggested Citation

  • Usama Najam & Sadia Ishaque & Saadia Irshad & Qurat-ul-ain Salik & Maria Shams Khakwani & Malka Liaquat, 2020. "A Link Between Human Resource Management Practices and Customer Satisfaction: A Moderated Mediation Model," SAGE Open, , vol. 10(4), pages 21582440209, November.
    • Handle: RePEc:sae:sagope:v:10:y:2020:i:4:p:2158244020968785
    DOI: 10.1177/2158244020968785
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    References listed on IDEAS

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    Cited by:

    1. Yaw Marfo Missah & Fuseini Inusah & Ussiph Najim & Frimpong Twum, 2023. "Evaluating Agile Neural Educational System for Effective Resource Management," SAGE Open, , vol. 13(4), pages 21582440231, December.
    2. Christos Papademetriou & Sofia Anastasiadou & Stylianos Papalexandris, 2023. "The Effect of Sustainable Human Resource Management Practices on Customer Satisfaction, Service Quality, and Institutional Performance in Hotel Businesses," Sustainability, MDPI, vol. 15(10), pages 1-23, May.
    3. Aygun Shafagatova & Amy Van Looy & Simin Maleki Shamasbi, 2023. "Uncovering the Combined Impact of Process Characteristics and Reward Types on Employees’ Job Satisfaction: A European Quantitative Study," SAGE Open, , vol. 13(1), pages 21582440231, March.
    4. Dareen Ahmed Farouk, 2022. "The Impact of E-Training System on Employees’ Job Performance," RAIS Conference Proceedings 2022-2024 0228, Research Association for Interdisciplinary Studies.

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