Faculty of Business Seminar Series / Eda Aksoy

Title : Role of Owner’s Long-Term Orientation in HRM Content and Process,
Shop Climates, and Customer Loyalty in Franchised Small Businesses

Abstract : This study examined the effects of owner’s long-term orientation on HRM content (i.e., high performance work systems or HPWS) and process (i.e., HRM strength), shop climates (i.e., climates of concern for employees and service), and customer loyalty. The study context consisted of franchised sales and service shops of a corporation operating in the Turkish retail sector providing technological products and services to the mass market. Survey responses were collected from 1,278 employees, 587 shop managers, and 277 shop owners from a total of 1,031 shops. The results of multi-level path analyses indicated that owner’s long-term orientation was positively related to HRM strength, but not related to the use of HPWS practices. Additionally, HPWS and HRM strength had joint interactive influences on both climate types. These interactions were such that HRM strength dominated over the positive influence of HPWS by producing high levels of climate across the board. In terms of the organizational outcomes of the model, service climate was positively related to growth in customer loyalty across one year. This relationship was also strengthened by the existence of a high climate of concern for employees. The implications of the results for theory and practice were discussed.

Meeting Room : AB2- 345 nolu Toplantı Odası