초록 close

Although there is a growing interest in theory and in practice with regards to the relationship between marketing and human resource(HR) in service industry, there is no study for relationship between HR and operations function. This study examines the interaction between the two functions in a service supply chain; and the impact of the integration of HR and Operations on business performance. The data used to test these relationships are generated based on branches of 5 Korea banks. The results show that leadership and effective communication have a positive impact on organization environment and employee satisfaction. Further, employee satisfaction mainly dealt with HR affects service quality linked to performance of operations. Our study suggests that interface between HR and operation play an important role on business performance in a service supply chain.


Although there is a growing interest in theory and in practice with regards to the relationship between marketing and human resource(HR) in service industry, there is no study for relationship between HR and operations function. This study examines the interaction between the two functions in a service supply chain; and the impact of the integration of HR and Operations on business performance. The data used to test these relationships are generated based on branches of 5 Korea banks. The results show that leadership and effective communication have a positive impact on organization environment and employee satisfaction. Further, employee satisfaction mainly dealt with HR affects service quality linked to performance of operations. Our study suggests that interface between HR and operation play an important role on business performance in a service supply chain.