Service-oriented human resource practices and customer outcomes: the service-profit chain perspective

Purpose Based on the service-profit chain perspective, this study investigates whether service-oriented human resource practices can enhance customer outcomes through motivational mechanisms (i.e. intrinsic/extrinsic satisfaction) as well as emotional mechanisms (i.e. emotional labor strategies). Design/methodology/approach This study collected paired data from 220 service workers and their customers at different time points from 80 service...