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

Abstract

Purpose – The purpose of this paper is to investigate the influence of human resource development (HRD) 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 hypothesised relationships structural equation modelling with maximum likelihood estimation was performed using AMOS 16. Findings – The analysis yielded two component factor structure for HRD 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 organisations 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 HRD practices on the quality of service.