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Effects of human resource development practices on service quality of services offshore outsourcing firms

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  • Vathsala Wickramasinghe

    (University of Moratuwa)

Abstract

Purpose- To investigate the influence of human resource development practices on the quality of service of services offshore outsourcing firms in Sri Lanka. Design/methodology/approach- Survey methodology was used and 402 respondents who fulfilled the selection criteria set for the study responded. To examine the hypothesized relationships structural equation modeling with maximum likelihood estimation was performed using AMOS 16. Findings- The analysis yielded two component factor structure for human resource development practices, which were termed as talent engagement and job related training. It was found that both talent engagement and job related training significantly positively predict the quality of service. The study provided empirical data to support the contention that organizations should develop and engage capabilities of employees to enhance the quality of service. Originality/value- Characteristics of service business demand the effective use of human resource. Therefore, it is expected that the findings of this study will provide useful information for academics and practitioners to make informed decisions on the influence of human resource development practices on the quality of service.

Suggested Citation

  • Vathsala Wickramasinghe, 2015. "Effects of human resource development practices on service quality of services offshore outsourcing firms," Post-Print hal-05588243, HAL.
    • Handle: RePEc:hal:journl:hal-05588243
    DOI: 10.1108/IJQRM-03-2013-0047
    Note: View the original document on HAL open archive server: https://hal.science/hal-05588243v1
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