Investigating the Impact of Strategic Human Resource Management on Customer Service Quality with the Mediating Role of Customer Relationship Management (Study in Ardabil Social Security Organization)

Article Type:
Case Study (بدون رتبه معتبر)

The aim of this study was to investigate the effect of strategic human resource management on the quality of customer service with the mediating role of customer relationship management in Ardabil Social Security Organization. This research is a correlational description in terms of practical purpose and in terms of data collection. The statistical population of the study consists of 800 social security employees of Ardabil city (medical records, treatment management, Sabalan hospital) that the sample size was selected based on Cochran's formula 257 people. Data collection was available using nonrandom sampling method. To collect information, standard questionnaires of strategic human resource management of Chang and Hong (2005), quality of customer service Andalibi (1396) and customer relationship management of Sin et al. (2005) were used. Structural equation modeling using Amos software has been used to analyze the research hypotheses. Findings show that the variable of customer relationship management has a mediating role in the impact of strategic human resource management on the quality of customer service.

Journal of Human Resources and capital Studies, Volume:2 Issue: 2, 2022
145 to 164  
دانلود و مطالعه متن این مقاله با یکی از روشهای زیر امکان پذیر است:
اشتراک شخصی
با عضویت و پرداخت آنلاین حق اشتراک یک‌ساله به مبلغ 1,390,000ريال می‌توانید 70 عنوان مطلب دانلود کنید!
اشتراک سازمانی
به کتابخانه دانشگاه یا محل کار خود پیشنهاد کنید تا اشتراک سازمانی این پایگاه را برای دسترسی نامحدود همه کاربران به متن مطالب تهیه نمایند!
  • حق عضویت دریافتی صرف حمایت از نشریات عضو و نگهداری، تکمیل و توسعه مگیران می‌شود.
  • پرداخت حق اشتراک و دانلود مقالات اجازه بازنشر آن در سایر رسانه‌های چاپی و دیجیتال را به کاربر نمی‌دهد.
In order to view content subscription is required

Personal subscription
Subscribe for 70 € euros via PayPal and download 70 articles during a year.
Organization subscription
Please contact us to subscribe your university or library for unlimited access!