טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
M.Sc Thesis
M.Sc StudentBen Aharon-Gur Amit
SubjectThe Influence of the Perceptions of HRM Practices on
Perceived Service Quality and the Contribution of
Trust to tne Interaction between them
DepartmentDepartment of Industrial Engineering and Management
Supervisor Dr. Shay Tzafrir


Abstract

The literature on service quality sees it as a potential source for achieving competitive advantage and looks for ways to attain it. Many researchers have already explored the contribution HRM can make to service quality. Nonetheless, the role of trust within employment relations as an accelerator of service quality has not been examined. Since trust is associated with achieving positive organizational outcomes, we assumed that trust may help generate service climate, which in turn affects service quality. The research focused on healthcare organizations in Israel, and our purpose was: (1) to determine the main HRM practices that most influence service quality; (2) to assess the contribution of employee trust to service quality; (3) to evaluate the role of trust as a mediating variable between perceptions of HRM practices and service quality. Results indicated that: (1) two of the five tested HRM practices were positively associated with perceived service quality; (2) employee trust was positively associated with perceived service quality; (3) trust mediated the relationship between employee perceptions of feedback and perceived service quality. These findings contribute to the existing debate on whether there are universal HRM best practices, or if the effectiveness of HRM practices is organization or sector dependent. Additionally, the study provides evidence for the positive influence of organizational trust on service quality.