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Should I Train or Should I Go? Human Resources, Human Capital, Turnover and Service Quality

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  • Georgiadis, Andreas
  • Kornelakis, Andreas

Abstract

Extant literature documents a relationship between human resource management (HRM) practices and performance, but the mechanisms underlying this relationship are still not well understood. We develop a theoretical framework of the HRM-performance relationship fusing an employment systems approach with human capital theory and articulating the mechanisms and temporal pathways linking HRM bundles and service quality. We use a unique and large panel dataset from the English social care sector to test our framework. The results highlight the significant role of collective human capital and voluntary turnover in the dynamic relationship between bundles of HRM practices and service quality.

Suggested Citation

  • Georgiadis, Andreas & Kornelakis, Andreas, 2024. "Should I Train or Should I Go? Human Resources, Human Capital, Turnover and Service Quality," GLO Discussion Paper Series 1452, Global Labor Organization (GLO).
    • Handle: RePEc:zbw:glodps:1452
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    References listed on IDEAS

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    More about this item

    Keywords

    Human Capital; HR Management; Firm Performance; Turnover; Training;
    All these keywords.

    JEL classification:

    • J24 - Labor and Demographic Economics - - Demand and Supply of Labor - - - Human Capital; Skills; Occupational Choice; Labor Productivity
    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation
    • L25 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Firm Performance
    • J63 - Labor and Demographic Economics - - Mobility, Unemployment, Vacancies, and Immigrant Workers - - - Turnover; Vacancies; Layoffs
    • M53 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Personnel Economics - - - Training

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