本研究以台灣地區175家服務業為對象，檢視組織如何藉由「客戶服務導向人力資源管理措施」提升員工客戶服務導向之職能，進而影響組織營運績效，同時，亦檢視客戶服務導向人力資源管理措施若與企業之客戶服務策略契合時，是否對組織營運績效有所影響，為驗證是項各假設，本研究從同一公司內之高階主管、人力資源人員及部門主管等不同對象蒐集資訊，共有2,120位受訪者回覆，平均每家公司有12.11位回覆。本研究以LISREL 8.3進行結構方程式檢測假設是否成立，結果顯示，員工的客戶導向服務職能係屬中介效果，客戶服務導向的人力資源管理措施影響員工的客戶服務導向職能，進而影響組織績效；而當客戶服務導向人力資源管理措施與公司的以客戶服務為導向競爭策略一致時，公司的營運績效才會提升。

Using a large sample of 175 firms in the service-focused sector in Taiwan, the study examined the customer service-focused employee competency as the mechanism through which customer service-focused HR practices facilitate firm performance. In addition, it examined whether the fit of customer service-focused HR practices and customer service-focused strategy may promote firm performance. To confirm the hypotheses, the study collected data for each construct from different sources (i.e. executives, HR members, line managers) in the same firm, generating 2,120 respondents in total, 12.11 respondents per firm in average. This study utilized LISREL 8.3 to perform maximum likelihood (ML) structural equation modeling (SEM) to test mediation hypotheses and hierarchical moderated regression to test moderation hypotheses. Results showed that customer service-focused employee competency fully mediated the relationship between customer service-focused HR practices and firm performance. Firm performance was confirmed as the function of the fit of customer service-focused HR practices and customer service-focused strategy. Suggestions for further research were also discussed.

CHAPTER ONE: INTRODUCTION ……………………………………………...……..1
Background of the Study…………………………………………………..………...1
Statement of the Problem and Research Questions…………………………...……..5
Purposes of the Study……………………………………………………...………...6
Research Plan………………………………………………………………...……...6
Dissertation Outline………………………………………………………………….7
Significance of the Study…………………………………………………………….9
CHAPTER TWO: LITERATURE REVIEW…….……………………………...……...11
Strategic Human Resource Management……………………………………...……11
Fit: Strategy, HR Practices and Organizational Performance Link…………………13
People Competence and HR Practices Link…………………………………...…...20
CHAPTER THREE: METHODOLOGY ……………………………………………….30
Research Design…………………………………………………………………….30
Sample ……………………………………………………………………………....32
Measures……………………………………………………………………………33
Questionnaire Construction………………………………………………………...41
Data Analysis………………………………………………………….…………...42
CHAPTER FOUR: RESULTS …………………………………………….…………....44
Data Aggregation…………………………………………………….………….....44
Construct Validity and Reliability Assessment…………………….……………....44
Mediation hypotheses testing……………………………………………………...46
Moderation hypotheses testing………………………………………………….....50
CHAPTER FIVE: DISCUSSION & CONCLUSION………………………………….53
Summary of Research Findings and Discussion…………………….…………….53
Managerial Implications…………………………………………………………..54
Conclusion………………………………………………………………………...55
Limitations and Recommendations for Further Research………………………...56

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