The attitudinal and behavioral impact of brand-centered human resource management: Employee and customer effects

Abstract

Purpose

The purpose of this paper is to investigate the effects of brand-centered human resource management (HRM) on employees’ person–brand fit, brand commitment (BC) and brand citizenship behavior (BCB). In addition, the paper tests effects of BCB on customer satisfaction and citizenship behavior.

Design/methodology/approach

Data were collected from managers, front-line employees and customers of 22 international tourist hotels in Taiwan. Hierarchical linear modeling was used to investigate relationships between variables.

Findings

Multilevel results reveal positive connections between brand-centered HRM and BCB, mediated by person–brand fit and BC. Positive relationships were also found between BC and BCB, person–brand fit and BCB; BCB and customer satisfaction; and between customer satisfaction and customer citizenship behavior.

Research limitations/implications

When employees’ personal values are consistent with brand values, employees will feel a closer connection to the brand and be more willing to dedicate themselves to brand-related activity. The model developed here can be tested in different cultures to ascertain the generalizability of the findings to Western contexts.

Practical implications

Support is provided for the positive effects of brand-centered HRM when employees internalize brand values as their own personal values. Hotel managers should ensure that employees are highly committed to the brand values and willing to deliver services to customers accordingly.

Originality/value

The paper provides measurement developments for person–brand fit and BC and deeper understanding of how brand-centered HRM can lead to positive changes in customer behavior.

Citation

Chiang, H.-H., Han, T.-S. and McConville, D. (2018), "The attitudinal and behavioral impact of brand-centered human resource management: Employee and customer effects", International Journal of Contemporary Hospitality Management, Vol. 30 No. 2, pp. 939-960. https://doi.org/10.1108/IJCHM-02-2016-0103