Author/Authors :
Korahi Moghadam، Sirous نويسنده Assistant Professor, MIS Branch, Islamic Azad University, MIS, Iran. , , Mousavi، Seyyed Ahmad نويسنده University of Tehran, Iran , , Maleki، Mohammad نويسنده Department of Executive MBA, Ahvaz Branch, Islamic Azad University, Ahvaz, Iran ,
Abstract :
One of the main strategies of service organizations to obtain competitive advantages is the improvement of services quality. Today quality of services has become a distinguishing factor and a competitive weapon in the leading service organizations. Organizations can create an environment through Human Resource Management (HRM) to strengthen positive staff’s behaviors and thereby improve the quality of services. The purpose of this study is the empirical investigation of the relationship between HRM, service behavior and quality of services in Negar Gasht travel service Co. the results show that human resources practices to some extent, both directly and indirectly through service behaviors effect on consumers’ perception of services quality. This means that service behavior to some extent is intermediary on the relationship between HRM and quality of services.
