DOI: https://doi.org/10.9744/jmk.21.1.9-20

BANKING SERVICE ORIENTATION MODEL IN STRATEGIC HRM AND SYSTEM DYNAMICS PERSPECTIVE

Audia Junita, Ferdinand D. Saragih, Andreo Wahyudi Atmoko

Abstract


This paper seeks to explore a model of banking service orientation in strategic human resource management and system dynamic perspective, theoretically. As a scientific effort to develop a study of strategic human resource management. So far, the relationship between elements in strategic human resource management perspective as a system is only analyzed linearly. This article is the result of a literature study. An analysis is done narratively, to answer research problems. Research finding in the form of banking service-orientation model in strategic human resource management and system dynamic perspective, that illustrates the interaction between marketing differentiation strategy, commitment-based human resource system, service-oriented role behaviors to achieve banking performance.


Keywords


: service orientation, strategic human resource management, banking, system dynamic

Full Text:

PDF

References


Alewell, Dorothea; Hansen, Nina Katrin. (2012). Human Resource Management Systems – A Structured Review of Research Contributions and Open Questions. Industrielle Beziehungen, Vol. 19(2) 2012, 90–123.

Amin, Fereshte; Divandari, Ali; Haghani, Mahdieh. (2015). Alignment of Business Strategies and Human Resource Strategies in Banking Industry. European Online Journal of Natural and Social Sciences 2015, Vol. 4 (1) Special Issue on New Dimensions in Economics, Accounting and Management, 1105–1121.

Ari Ginsberg, Ari; Venkatraman, N. (1985). Contingency Perspectives of Organizational Strategy : A Critical Review of The Empirical Research. The Academy of Management Review, Vol. 10(3) Jul. 1985, 421–434.

Arthur, Jeffrey B. (1992). The Link between Business Strategy and Industrial Relations Systems in American Steel Minimills. Industrial and Labor Relations Review, Vol. 45(3) Apr. 1992, 488–506.

Arthur, Jeffrey B. (1994). Effects of Human Resource Systems on Manufacturing Performance and Turnover. The Academy of Management Journal, Vol 37(3) Jun. 1994, 670–687.

Aryee, Samuel; Walumbwa, Fred O.; Seidu, Emmanuel Y. M.; Otaye, Lilian E. (2017). Impact of High-Performance Work Systems on Individual- and Branch-Level Performance: Test of a Multilevel Model of Intermediate Linkages. Journal of Applied Psychology, Vol. 97(2) 2017, 287–300.

Assegaff, Setiawan. (2016). The Effect of Service Quality to Customer Satisfaction by Using Internet Banking Service in Jambi. The Asian Journal of Technology Management, Vol. 9(1), 21–36.

Baird, Lloyd and Meshoulam, Ilan. (1988). Managing Two Fits of Strategic Human Resource Management. The Academy of Management Review, Vol. 13(1) Jun. 1988, 116–128.

Bartel, Ann P. (2004). Human Resource Management and Organizational Performance: Evidence from Retail Banking. Industrial and Labor Relations Review, Vol. 57(2) Jan. 2004, 181–203.

Beard, Donald W.; Dess, Gregory G. (1981). Corporate-Level Strategy, Business-Level Strategy, and Firm Performance. The Academy of Management Journal, Vol. 24(4) Dec. 1981, 663–688.

Becker, Brian E;Huselid, Mark A;Pickus, Peter S;Spratt. Michael F. (1997). HR As A Source of Shareholder Value : Research and Recommendations. Human Resource Management (1986-1998), Vol. 36(1) Spring 1997, 39–47.

Becker, Brian ;Gerhart, Barry. (1996). The Impact of Human Resource Management on Organizational Performance : Progress and Prospects. The Academy of Management Journal, Vol. 39(4) Aug. 1996, 779–801.

ettencourt, Lance A.; Gwinner, Kevin P.; Meuter, Matthew L. (2001). A Comparison of Attitude, Personality, and Knowledge Predictors of Service-Oriented Organizational Citizenship Behaviors. Journal of Applied Psychology, Vol. 86(1) 2001, 29–41.

Borman, Walter C. ;Motowidlo, Stephan J. (1997). Task Performance and Contextual Performance: The Meaning for Personnel Selection Research. Human Performance, Vol. 10(2) 1997, 34–44.

Brief, Arthur P.; Motowidlo, Stephan J. (1986). Prosocial Organizational Behaviors. The Academy of Management Review, Vol. 11(4) Oct. 1986, 710–725.

Cameron, Kim. (1981). Construct Space and Subjectivity Problems in Organizational Effectiveness. Public Productivity Review. Public Productivity Review, Vol. 5(2) Jun. 1981, 105–121.

Carton, Robert B.; Hofer Charles W. (2010). Organizational Financial Performance : Identifying and Testing Multiple Dimensions. Academy of Entrepreneurship Journal, Vol. 16(1) 2010, 1–23.

Chadwick, Clint. (2007). Examining Non-Linear Relationships between Human Resource Practices and Manufacturing Performance. Industrial and Labor Relations Review, Vol. 60(4) Jul. 2007, 499–521.

Chuang, Chih-Hsun; Liao, Hui. (2010). Strategic Human Resource Management in Service Context : Taking Care of Business By Taking Care of Employees and Customers. Personnel Psychology, Vol. 63(1) Spring 2010, 153–196.

Chung, Y.C; Hsu, Y.W; Tsai, S.C; Huang, H.L; Tsai, C H. (2012). The Correlation Between Business Strategy, Information Technology, Organisational Culture, Implementation of CRM, and Business Performance in A High-Tech Industry. South African Journal of Industrial Engineering, Bedfordview 23(.2) Jul. 2012, 1–15.

Clarke, Marilyn Alexandra; Hill, Sally Rao. (2012). Promoting Employee Wellbeing and Quality Service Outcomes: The Role of HRM Practices. Journal of Management & Organization, Vol. 18(5) 2012, 702–713.

Coskun, A.; Frohlich, Cheryl L. (1992). Service: The Competitive Edge in Banking. The Journal of Services Marketing, Winter 1992, Vol. 6 (1), 15–22.

Darmayanti, Dahlia; Cahyono, Hanwin. (2014). The Influence of Perceived Service Quality, Attitudinal Loyalty and Corporate Social Responsibility on Repeat Patronage Intention in Retail Banking in Indonesia. Journal of Business and Retail Management Research, Vol. 8(2) Apr. 2014, n/a.

Delery, John E. ; Doty, D. Harold. (1996). Modes of Theorizing in Strategic Human Resource Management : Tests of Universalistic, Contingency and Configurational Performance Predictions. Academy of Management Journal, Vol. 39(4) Aug. 1996, 802–835.

Dess, Gregory G. and Davis, Peter S. (1984). Porter’s (1980) Generic Strategies as Determinants of Strategic Group Membership and Organizational Performance. The Academy of Management Journal, Vol. 27(3) Sept. 1984, 467–488.

Doty, D. Harold;Glick, William H.; Huber, George P. (1993). Fit, Equifinality, and Organizational Effectiveness: A Test of Two Configurational Theories. The Academy of Management Journal, Vol. 36(6) Dec. 1993, 1196–1250.

G

George, Jennifer M.; Brief, Arthur P. (1992). Feeling Good-Doing Good: A Conceptual Analysis of The Mood at Work-Organizational Spontaneity Relationship. Psychological Bulletin, Vol. 112(2) Sept. 1992, 310–329.

Ghazanfar, Faheem; Chuanmin, Shuai; Siddique, Muhammad; Bashir, Mohsin. (2012). Exploring the Relationship between Human Resource Management Practices and Organizational Commitment: Empirical Evidence from the Banking Sector in China. Information Management and Business Review, Vol. 4(9) Sept. 2012, 502–516.

Huang, Tung-Chun. (2001). The Effects of Linkage Between Business and Human Resource Management Strategies. Personnel Review, Vol. 30(2) 2001, 132–151.

Huselid, Mark A. (1995). The Impact of Human Resource Management Practices on Turnover, Productivity, and Corporate Financial Performance. The Academy of Management Journal, Vol. 38(3) Jun. 1995, 635–672.

Hussein, Ananda Sabil; Hapsari, Raditha. (2015). Customers’ Perceptions of Service Quality Dimensions In The Indonesian Banking Industry: An Empirical Study. Journal of Indonesian Economy and Business, Vol. 30(1) Jan. 2015, 17–29.

Jackson, Susan E.; Schuler, Randall. (1995). Understanding Human Resource Management in The Context of Organizations and Their Environments. Annual Review of Psychology, Vol. 46 (1995), 237–264.

Jay B. Barney. (1995). Looking Inside for Competitive Advantage. The Academy of Management Executive, Vol. 9(4) Nov 1995, 49–61.

Johnson, Diane E.; Davis, Stan B.; Albright, Thomas L. (2009). Examining the Relationship between Employee Attitudes and a Firm’s Financial Performance: A Theoretical Framework and Causal Investigation. Journal of Managerial Issues, Vol. 21(3) Fall 2009, 367-382.

Jun, Minjoon; Palacios, Sergio. (2016). Examining The Key Dimensions of Mobile Banking Service Quality: An Exploratory Study. The International Journal of Bank Marketing, Vol. 34(3) 2016, 307–326. https://doi.org/10.1108/IJBM-01-2015-0015

Junita, Audia. (2016). The Interactive Relationship between Human and Organizational Capital in Strategic Human Resource Management. International Research Journal of Business Studies, Vol. 9(1) April – July 2016, 49–62. http://dx.doi.org/10.21632/irjbs.9.1.49-62

Junita, Audia. (2015). Interdependence Model of Human Resource System, Organizational Strategy and Organizational Performance. In Social Science Proceeding Banda Aceh: Universitas Syah Kuala, 146–151.

Kanter, Rosabeth Moss & Brinkerhoff, Derick. (1981). Organizational Performance: Recent Developments in Measurement. Annual Review of Sociology, Vol. 7 (1981), 321–349.

Karami, Azhdar; Sahebalzamani, Samira; Sarabi, Babak. (2015). The Influence of HR Practices on Business Strategy and Firm Performance : The Case of Banking Industry in Iran. IUP Journal of Management Research, Vol. 14(1) Jan. 2015, 30–53.

Karpen, I.O., Bove, L.L., Lukas, B.A. and Zyphur, M.J. (2015). Service-Dominant Orientation: Measurement and Impact on Performance Outcomes. Journal of Retailing, Vol. 91(1) 2015, 89–108.

Kasasbeh, Emad Ali; Harada, Yoshifumi; Noor, Idris Md. (2017). Developing a Concetual Model for The Realationship Between Human Resource Management, E-Business Strategies and Competitive Advantage. Journal of Internet Banking and Commerce, Ottawa Vol. 22(1) Apr 2017, 1–21.

Katou, Anastasia A. (2012). Investigating Reverse Causality Between Human Resource Management Policies and Organizational Performance in Small Firms. Management Research Review, Vol. 35(2), 134–156.

Katz, D; Kahn, R.L. (1978). The Social Psychology of Organizations. New York: Wiley.

Kim, Linsu;Lim, Yooncheol. (1988). Environment, Generic Strategies, And Performance In A Rapidly Developing Country : A Taxonomic Approach. Academy of Management Journal, Vol. 31(4) Dec. 1988, 802–827.

Kusumastuti, Sri Yani. (2007). Derajat Persaingan Industri Perbankan Indonesia: Setelah Krisis Ekonomi. Paper, Seminar Akademik Tahunan Ekonomi (SATE) IV Kerja Sama Program Pascasarjana Ilmu Ekonomi Fakultas Ekonomi Universitas Indonesia dan Pusdiklat Departemen Perdagangan RI. Jakarta, 1-27.

Kwon, Kiwook; Bae, Johngseok; Lawler, John J. (2010). High Commitment HR Practices and Top Performers: Impacts on Organizational Commitment. Management International Review, Vol. 50(1) 2010, 57–80.

Lau, Mei Mei; Cheung, Ronnie; Lam, Aris Y. C.; Chu, Yuen Ting. (n.d.). Measuring Service Quality in the Banking Industry: A Hong Kong Based Study. Contemporary Management Research, Vol. 9(3) September 2013, 263–282. https://doi.org/10.7903/cmr.11060

Lee, Jangwoo; Miller, Danny. (1999). People Matter: Commitment to Employees, Strategy and Performance in Korean Firms. Strategic Management Journal, Vol. 20(6) Jun. 1999, 579–593.

Liao, Hui & Chuang, Aichia. (2004). A Multilevel Investigation of Factors Influencing Employee Service Performance and Customer Outcomes. The Academy of Management Journal, Vol. 47(1) Feb. 2004, 41–58.

Maani, Kambiz E. & Cavana, Robert Y. (2000). Systems Thinking and Modelling : Understanding Change and Complexity. New Zealand: Pearson Education New Zealand Limited.

Macduffie, John Paul. (1995). Human Resource Bundles and Manufacturing Performance : Organizational Logic and Flexible Production Systems in the World Auto Industry. Industrial and Labor Relations Review, Vol. 48(2) Jan. 1995, 197–221.

Madanat, Hilda Ghaleb; Khasawneh, Anis S. (2018). Level of Effectiveness of Human Resource Management Practices and Its Impact on Employee’s Satisfaction in The Banking Sector of Jordan. Journal of Organizational Culture, Communications and Conflict, Arden Vol. 22(1) 2018, 1–19.

Mansour, Nizar; Gara, Emna; Chiha Gaha. (2014). Getting Inside The Black Box: HR Practices and Firm Performance Within The Tunisian Financial Services Industry. Personnel Review, Farnborough Vol. 43(4) 2014, 490–514. https://doi.org/10.1108/PR-03-2013-0052

Mehra, Satish; Joyal, Aaron D; Rhee, Munsung. (2011). On Adopting Quality Orientation as an Operations Philosophy to Improve Business Performance in Banking Services. The International Journal of Quality & Reliability Management, Bradford Vol. 28(9) 2011. https://doi.org/10.1108/02656711111172531

Miller, Danny. (1986). Configurations of Strategy and Structure: Towards a Synthesis: Summary Strategic Management Journal (1986-1998). Strategic Management Journal (1986-1998), Vol. 7(3) May-Jun. 1986, 233–249.

Misbach, Irwan; Surachman; Hadiwidjojo, Djumilah; Armanu. (2013). Islamic Bank Service Quality and Trust: Study on Islamic Bank in Makassar Indonesia. International Journal of Business and Management, Vol. 8(5) 2013, 48–61.

Morris, Carla. (2015). An Industry Analysis of The Power of Human Capital for Corporate Performance: Evidence from South Africa. South African Journal of Economic and Management Sciences, Pretoria Vol. 18(4) 2015, 486–499.

Muhammadi; Aminullah, Erman; Soesilo, Budhi. (2001). Analisis Sistem Dinamis : Lingkungan Hidup, Sosial, Ekonomi, Manajemen. Jakarta: UMJ Press.

Nandakumar, M.K; Ghobadian,Abby; O’Regan, Nicholas. (2011). Generic Strategies and Performance – Evidence From Manufacturing Firms. International Journal of Productivity and Performance Management, Vol. 60(3) 2011, 222–251.

Nasurdin, Aizzat Mohd.; Ling, Tan Cheng; Fun, Low Sok. (2011). Service-Oriented Organizational Citizenship Behavior :Assesing The Predictive Role of Human Resource Management Practices. International Journal of Arts & Sciences, Vol. 4(9) 2011, 381–394.

Nishii, Lisa H.; Lepak, David P.; Schneider, Benjamin. (2008). Employee Attributions of The “Why” of HR Practices : Their Effects on Employee Attitudes and Behaviors and Customer Satisfaction. Personnel Psychology, Vol. 61(3) Autumn 2008, 503–545.

Ogilvie, John R. (1986). The Role of Human Resource Management Practices in Predicting Organizational Commitment. Group & Organization Studies (1986-1998), Vol. 11(4) Dec. 1986, 335–359.

Pavkovic, Anita; Marosevic, Katarina. (2014). Human Capital in Financial Institutions. In Economic and Social Development: Book of Proceedings. Varazdin Development and Entrepreneurship Agency (VADEA), 403–413.

Piening, Erk P.; Baluch , Alina M.; Salge, Torsten Oliver. (2013). The Relationship Between Employees’ Perceptions of Human Resource Systems and Organizational Performance: Examining Mediating Mechanisms and Temporal Dynamics. Journal of Applied Psychology, Vol. 98(6), 926–947.

Piercy, Nigel F; Cravens, David W; Lane, Nikala; Vorhies, Douglas W. (2006). Driving Organizational Citizenship Behaviors and Salesperson In-Role Behavior Performance: The Role of Management Control and Perceived Organizational Support. Academy of Marketing Science Journal, Vol. 34(2) Spring 2006, 244–262.

Popli, Sapna; Rizvi, Irfan A. (2015). Exploring The Relationship Between Service Orientation, Employee Engagement and Perceived Leadership Style: a Study of Managers in The Private Service Sector Organizations in India. The Journal of Services Marketing, Santa Barbara Vol. 29(1) 2015, 59–70.

Porter, Michael E. (1985). Competitive Advantage : Creating and Sustaining Superior Performance. New York: The Free Press.

Porter, Michael E. (1980). Competitive Strategy : Techniques for Analyzing Industries and Competitors.New York: The Free Press.

Porter, Michael E. (1996). What is Strategy? Harvard Business Review, (November-December 1996).

Riaz, Amir; Mahmood, Hafiz Zahid. (2017). Cross-Level Relationship of Implemented High Performance Work System and Employee Service Outcomes: The Mediating Role of Affective Commitment. Pakistan Journal of Commerce and Social Sciences, Lahore Vol. 11(1) 2017, 351–373.

Sakapurnama, Eko; Kusumastuti, Retno. (2013). The Development of Online Banking System in Indonesia, Implication in Human Resources Management Strategy. Advances in Management & Applied Economics, Vol. 3(2), 123–134.

Santoso, Eko. (2011). Intellectual Capital in Indonesia : The Influence on Financial Performance of Banking Industry. Dissertation. University of Phoenix, USA.

Schneider, Benjamin; Hanges, Paul J.; Smith, D. Brent; Salvaggio, Amy Nicole. (2003). Which Comes First: Employee Attitudes or Organizational Financial and Market Performance? Journal of Applied Psychology, Vol. 88(5) 2003, 836–851.

Schuler, Randall S.; Jackson, Susan E. (1987a). Linking Competitive Strategies with Human Resource Management Practices. The Academy of Management Executive (1987-1989), Vol. 1(3) August 1987, 207–219.

Schuler, Randall S;Jackson, Susan E. (1987b). Organizational Strategy and Organization Level as Determinants of Human Resource Management Practice HR. Human Resource Planning, Vol. 10(1) March. 1987, 1–17.

Seidu, Yakubu. (2012). Human Resource Management and Organizational Performance: Evidence from The Retail Banking Sector. Dissertation, Aston University, United Kingdom

Senge, Peter M. (1990). The Fifth Discipline: The Art and Prctice of The Learning Organization. New York: Bantam Doubleday Dell Publishing Group, Inc.

Sharma, Mahendra S; Halvadia, Nirav B. (2015). Measuring Service Quality of Internet Banking Portal in India. Annals of Management Science, Vol. 4(2) Dec. 2015, 29–51.

Siddiqi, Mushtaq Ahmed. (2013). Organisational Service Orientation Influencing Contact Employee and Customer Responses. International Journal of Marketing & Business Communication, New Delhi Vol. 2(4) 2013, 30–40.

Smith, C.A., Organ, D.W., & Near, J.P. (1983). Organizational Citizenship Behavior: Its Nature and Antecedents. Journal of Applied Psychology, Vol. 68 (1983), 655–663.

Soesilo, Budhi & Karuniasa, Mahawan. (2014). Pemodelan System Dynamics Untuk Berbagai Bidang Ilmu Pengetahuan, Kebijakan Pemerintah dan Bisnis. Jakarta: Lembaga Penerbit Fak Ekonomi Universitas Indonesia.

Sun, Li-Yun; Aryee, Samuel;Law, Kenneth S. (2007). High-Performance Human Resource Practices, Citizenship Behavior, and Organizational Performance : A Relational Perspective. Academy of Management Journal, Vol. 50(3), 558–577.

Thaker, Hassanudin Mohd Thas; Khaliq, Ahmad; Thaker, Mohamed Asmy Mohd Thas. (2016). Evaluating the Service Quality of Malaysian Islamic Banks: An Importance-Performance Analysis Approach. International Journal of Business and Information, Vol. 11(3) September 2016, 341–364.

Toelle, Sulistyawati. (2006). The Linkages Among Service Quality Attributes, Customer Value, Customer Satisfaction and Customer Loyalty in Indonesia Retail Banking. Dissertation. Nova Southeastern University.

Uen, Jin-feng; Chien, Michael S.; Yen, Yu-Fang. (2009). The Mediating Effects of Psychological Contracts on the Relationship between Human Resource Systems and Role Behaviors: A Multilevel Analysis. Journal of Business and Psychology, Vol. 24(2) Jun. 2009, 215–223.

Valle, Ramon; Martin, Fernando; Romero, Pedro M.; Dolan, Shimon L. (2000). Business Strategy, Work Processes and Human Resource Training: Are They Congruent? Journal of Organizational Behavior, Vol. 21(3) May 2000, 283–297.

Widyastuti, Ratna Sri dan Armanto, Boedi. (2013). Kompetisi Industri Perbankan Indonesia. April 2013, 417-440.

Wilches-Alzate, Guillermo. (2009). The Relationship Between Rewards and Recognition, Service-Oriented Organizational Citizenship Behaviour, and Customer Satisfaction. Dissertation. University of Waterloo, Canada.

Wilden, Ralf; Gudergan, Siegfried. (2017). Service-Dominant Orientation, Dynamic Capabilities and Firm Performance. Journal of Service Theory and Practice, Bingley Vol. 27 ( 4) 2017, 808–832.

Williams, Larry J. (1988). Affective and Nonaffective Components of Job Satisfaction and Organizational Commitment as Determinants of Organizational Citizenship and In-Role Behaviors. Dissertation. Indiana University.

Wrigth, Patrick M.; Haggerty, John J. (2005). Missing Variables in Theories of Strategic Human Resource Management : Time, Cause, and Individuals. Management Revue, Vol. 16(2), 164–173.

Wrigth, Patrick M.; Snell, Scott A. (1998). Toward a Unifying Framework for Exploring Fit and Flexibility in Strategic Human Resource Management. Academy of Management. Review, Vol. 23(4) Oct. 1998, 756–772.

Wrigth, Patrick M.;Gardner,Timothy M.; Moynihan, Lisa M. (2003). The Impact of HR Practices on The Performance of Business Units. Human Resource Management Journal, Vol. 13(3), 21–36.

Yaghoubi, Nour-Mohammad; Salehi, Mahdi; Moloudi, Jamshid. (2011). Improving Service Quality by Using Organizational Citizenship Behavior : Iranian Evidence. Iranian Journal of Management Studies, Vol. 4(2) Sept. 2011, 79–97.

Zaitouni, Michel; Sawalha, Nabeel N; El Sharif, Adil. (2011). The Impact of Human Resource Management Practices on Organizational Commitment in the Banking Sector. International Journal of Business and Management, Vol. 6(6) Jun. 2011, 108–123.




DOI: https://doi.org/10.9744/jmk.21.1.9-20



The Journal is published by Faculty of Economics, Department of Management - Petra Christian University. It available online supported by Directorate General of Higher Education - Ministry of Research, Technology and Higher Education of the Republic of Indonesia.

©All right reserved 2016.Jurnal Manajemen dan Kewirausahaan, ISSN: 1411-1438, e-ISSN: 2338-8234

web stats
View My Stats