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Digitalized human resource practices and HR service quality: a narrative review
[Les pratiques RH digitalisées et la qualité de service RH : une revue narrative]

Author

Listed:
  • Hiba Ahansal

    (ENCG - École Nationale de Commerce et de Gestion d'Agadir - Université Ibn Zohr = Ibn Zohr University [Agadir])

  • Aicha Aourzag

    (ENCG - École Nationale de Commerce et de Gestion d'Agadir - Université Ibn Zohr = Ibn Zohr University [Agadir])

Abstract

The digitalization of human resources management practices has varied organizational effects, and their impact on performance cannot be directly evaluated. In this context, the quality of HR service appears as a central mechanism to understand how these practices influence organizational outcomes (Bondarouk et al., 2017; Wahyudi & Park, 2014; Papademetriou et al., 2024). This narrative review analyzes 12 articles from Web of Science and Scopus. The results demonstrate that digitalization tends to improve the quality of HR service, but this depends on the strength of the HR system and the perception of digital tools (Bondarouk et al., 2017; Najam et al., 2022). Three theoretical roles are identified: central mediator (Iqbal et al., 2019; El Saeed et al., 2025),moderator (Bondarouk et al., 2017; Najam et al., 2022) and key dependent variable (Wahyudi & Park, 2014; Papademetriou et al., 2024). The quality of HR service is the main driver of value creation through digitalization, opening opportunities for future research on these conditional links.

Suggested Citation

  • Hiba Ahansal & Aicha Aourzag, 2026. "Digitalized human resource practices and HR service quality: a narrative review [Les pratiques RH digitalisées et la qualité de service RH : une revue narrative]," Post-Print hal-05468407, HAL.
    • Handle: RePEc:hal:journl:hal-05468407
    DOI: 10.5281/zenodo.18280484
    Note: View the original document on HAL open archive server: https://hal.science/hal-05468407v1
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    File URL: https://hal.science/hal-05468407v1/document
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    References listed on IDEAS

    as
    1. Mariah El Saeed & Heba Mohamed Maarouf & Raghda Abulsaoud Ahmed Younis, 2025. "The role of HRM-service quality in the relationship between electronic human resource management and perceived performance," Future Business Journal, Springer, vol. 11(1), pages 1-13, December.
    2. Mohamed Hassan Jaouadi & Mohammad Ali Yousef Yamin, 2024. "The nexus between sustainable e-HRM systems and organisational performance with moderating effect of e-HRM service quality," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 46(4), pages 558-580.
    3. Ibrahim Hussien Musa Magboul & Kok Wai Chew & Murali Raman, 2021. "Antecedents and consequences of information system usage: an empirical investigation," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 37(3), pages 348-375.
    Full references (including those not matched with items on IDEAS)

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