{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,20]],"date-time":"2026-02-20T20:45:02Z","timestamp":1771620302907,"version":"3.50.1"},"reference-count":72,"publisher":"SAGE Publications","issue":"7","license":[{"start":{"date-parts":[[2015,7,1]],"date-time":"2015-07-01T00:00:00Z","timestamp":1435708800000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/journals.sagepub.com\/page\/policies\/text-and-data-mining-license"}],"content-domain":{"domain":["journals.sagepub.com"],"crossmark-restriction":true},"short-container-title":["International Journal of Distributed Sensor Networks"],"published-print":{"date-parts":[[2015,7,1]]},"abstract":"<jats:p> Human resource capability is valuable, rare, irreplaceable, and difficult to imitate; therefore, it is crucial for creating sustainable competitive advantages. Human resource capability can be appropriately used to improve the performance of an organization. This study adopted a process perspective to propose an integrated model that comprehensively considers the key variables of human resource capability and organizational effectiveness. In addition, empirical research was conducted by using a state-owned Company-A as an example. The theory of service-profit chain posits that internal customer satisfaction and loyalty influences customer satisfaction and loyalty before affecting a company's profitability and growth. Consequently, we explore the effects of human resource capability, internal customer satisfaction and commitment, and organizational effectiveness. Based on research findings, insightful and practical guidance is suggested for leveraging human resource capability to enhance organizational performance. <\/jats:p>","DOI":"10.1155\/2015\/835194","type":"journal-article","created":{"date-parts":[[2015,7,7]],"date-time":"2015-07-07T21:06:00Z","timestamp":1436303160000},"page":"835194","update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":13,"title":["The Effects of Human Resource Capability and Internal Customer Satisfaction on Organizational Effectiveness"],"prefix":"10.1177","volume":"11","author":[{"given":"Huan-Ming","family":"Chuang","sequence":"first","affiliation":[{"name":"Department of Information Management, National Yunlin University of Science and Technology, 123 University Road, Section 3, Douliou, Yunlin 640, Taiwan"}]},{"given":"Mao-Jen","family":"Liu","sequence":"additional","affiliation":[{"name":"Department of Information Management, National Yunlin University of Science and Technology, 123 University Road, Section 3, Douliou, Yunlin 640, Taiwan"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-3786-2881","authenticated-orcid":false,"given":"You-Shyang","family":"Chen","sequence":"additional","affiliation":[{"name":"Department of Information Management, Hwa Hsia University of Technology, 111 Gong Jhuan Road, Chung Ho District, New Taipei City 235, Taiwan"}]}],"member":"179","published-online":{"date-parts":[[2015,7,7]]},"reference":[{"key":"B1-2015-835194","doi-asserted-by":"publisher","DOI":"10.2307\/256705"},{"key":"B2-2015-835194","doi-asserted-by":"publisher","DOI":"10.2307\/41165742"},{"key":"B3-2015-835194","doi-asserted-by":"publisher","DOI":"10.2307\/256741"},{"key":"B4-2015-835194","doi-asserted-by":"publisher","DOI":"10.2307\/256713"},{"key":"B5-2015-835194","doi-asserted-by":"publisher","DOI":"10.1080\/0958519021000029108"},{"key":"B6-2015-835194","doi-asserted-by":"publisher","DOI":"10.1108\/02621710110388974"},{"issue":"8","key":"B7-2015-835194","first-page":"150","volume":"25","author":"Pass S.","year":"2002","journal-title":"Management Research News"},{"key":"B8-2015-835194","doi-asserted-by":"publisher","DOI":"10.1080\/02642069400000004"},{"key":"B9-2015-835194","doi-asserted-by":"publisher","DOI":"10.1037\/0021-9010.70.3.423"},{"key":"B10-2015-835194","doi-asserted-by":"publisher","DOI":"10.1016\/s0090-2616(99)90018-9"},{"key":"B11-2015-835194","volume-title":"Delivering Quality Service: Balancing Customer Perceptions and Expectations","author":"Zeithaml V. A.","year":"1990"},{"key":"B12-2015-835194","volume-title":"Strategic Human Resource Management","author":"Mabey C.","year":"1998"},{"key":"B13-2015-835194","doi-asserted-by":"publisher","DOI":"10.1177\/014920639101700108"},{"key":"B14-2015-835194","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijme.2014.06.003"},{"key":"B15-2015-835194","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijproman.2014.06.009"},{"key":"B16-2015-835194","doi-asserted-by":"publisher","DOI":"10.1016\/j.hrmr.2014.03.008"},{"key":"B17-2015-835194","volume-title":"Human Resource Management: Positioning for the 21st Century","author":"Schuler R. S.","year":"1996"},{"key":"B18-2015-835194","doi-asserted-by":"publisher","DOI":"10.2307\/41165935"},{"key":"B19-2015-835194","volume-title":"Theory of Strategic Management","author":"Jones G. R.","year":"2010","edition":"9"},{"key":"B20-2015-835194","doi-asserted-by":"publisher","DOI":"10.1016\/s0737-6782(00)00041-2"},{"key":"B21-2015-835194","doi-asserted-by":"publisher","DOI":"10.1108\/08858629810226681"},{"key":"B22-2015-835194","doi-asserted-by":"publisher","DOI":"10.1002\/hrm.3930300403"},{"key":"B23-2015-835194","doi-asserted-by":"publisher","DOI":"10.1007\/bf00129602"},{"key":"B24-2015-835194","doi-asserted-by":"publisher","DOI":"10.1002\/(SICI)1099-050X(199723)36:3<321::AID-HRM4>3.0.CO;2-Y"},{"key":"B25-2015-835194","volume-title":"Behavior in Organizations","author":"Greenberg J.","year":"1997","edition":"6"},{"key":"B26-2015-835194","doi-asserted-by":"publisher","DOI":"10.1037\/h0037335"},{"key":"B27-2015-835194","doi-asserted-by":"publisher","DOI":"10.1086\/222820"},{"key":"B28-2015-835194","doi-asserted-by":"publisher","DOI":"10.1016\/1053-4822(91)90011-z"},{"key":"B29-2015-835194","doi-asserted-by":"publisher","DOI":"10.1037\/0021-9010.74.1.152"},{"key":"B30-2015-835194","doi-asserted-by":"publisher","DOI":"10.1037\/a0013116"},{"key":"B31-2015-835194","doi-asserted-by":"publisher","DOI":"10.1016\/j.sbspro.2010.03.006"},{"key":"B32-2015-835194","doi-asserted-by":"publisher","DOI":"10.1016\/j.jwb.2008.03.018"},{"key":"B33-2015-835194","doi-asserted-by":"publisher","DOI":"10.1016\/j.scaman.2008.04.002"},{"key":"B34-2015-835194","doi-asserted-by":"publisher","DOI":"10.1093\/sf\/73.3.811"},{"key":"B35-2015-835194","doi-asserted-by":"publisher","DOI":"10.1037\/0021-9010.71.2.219"},{"key":"B36-2015-835194","doi-asserted-by":"publisher","DOI":"10.1177\/109467050032005"},{"key":"B37-2015-835194","doi-asserted-by":"publisher","DOI":"10.2307\/1251946"},{"key":"B38-2015-835194","doi-asserted-by":"publisher","DOI":"10.2307\/1252256"},{"issue":"3","key":"B39-2015-835194","first-page":"34","volume":"14","author":"McAlexander J. H.","year":"1994","journal-title":"Journal of Health Care Marketing"},{"key":"B40-2015-835194","volume-title":"Marketing: An Introduction","author":"Armstrong G.","year":"2011","edition":"10"},{"issue":"1","key":"B41-2015-835194","first-page":"12","volume":"64","author":"Parasuraman A.","year":"1988","journal-title":"Journal of Retailing"},{"key":"B42-2015-835194","volume-title":"Services Marketing: Integrating Customer Focus across the Firm","author":"Valarie A. Z.","year":"2000","edition":"2"},{"key":"B43-2015-835194","doi-asserted-by":"publisher","DOI":"10.2307\/255889"},{"key":"B44-2015-835194","doi-asserted-by":"publisher","DOI":"10.1108\/08876049410053267"},{"issue":"2","key":"B45-2015-835194","first-page":"164","volume":"72","author":"Heskett J. L.","year":"1994","journal-title":"Harvard Business Review"},{"key":"B46-2015-835194","volume-title":"The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value","author":"Heskett J.","year":"1997"},{"key":"B47-2015-835194","doi-asserted-by":"publisher","DOI":"10.1108\/08876049210035872"},{"key":"B48-2015-835194","doi-asserted-by":"publisher","DOI":"10.1108\/03090569510080932"},{"key":"B49-2015-835194","doi-asserted-by":"publisher","DOI":"10.1108\/09564239610149939"},{"key":"B50-2015-835194","doi-asserted-by":"publisher","DOI":"10.1108\/02683949610150033"},{"key":"B51-2015-835194","doi-asserted-by":"publisher","DOI":"10.1037\/0021-9010.78.4.538"},{"key":"B52-2015-835194","first-page":"815","volume-title":"Proceedings of the 4th International Meeting on Innovation\u2014New Products, Processes and Techniques, Part II","author":"Caruana A."},{"key":"B53-2015-835194","doi-asserted-by":"publisher","DOI":"10.1111\/j.2044-8325.1990.tb00506.x"},{"key":"B54-2015-835194","doi-asserted-by":"publisher","DOI":"10.1108\/02683940010337158"},{"key":"B55-2015-835194","doi-asserted-by":"publisher","DOI":"10.1080\/14783363.2010.483075"},{"key":"B56-2015-835194","doi-asserted-by":"publisher","DOI":"10.1002\/ert.20015"},{"issue":"1","key":"B57-2015-835194","first-page":"131","volume":"69","author":"Eccles R. G.","year":"1991","journal-title":"Harvard Business Review"},{"key":"B58-2015-835194","doi-asserted-by":"publisher","DOI":"10.1108\/09544780410511452"},{"key":"B59-2015-835194","volume-title":"Essentials of Organizational Behavior","author":"Robbins S. P.","year":"1984"},{"key":"B60-2015-835194","doi-asserted-by":"publisher","DOI":"10.5465\/amj.2007.25525821"},{"key":"B66-2015-835194","doi-asserted-by":"publisher","DOI":"10.1016\/j.ibusrev.2004.08.001"},{"key":"B67-2015-835194","doi-asserted-by":"publisher","DOI":"10.1108\/08876040410536477"},{"key":"B69-2015-835194","doi-asserted-by":"publisher","DOI":"10.2307\/3151312"},{"key":"B70-2015-835194","volume-title":"Psychometric Theory","author":"Nunnally J. C.","year":"1978","edition":"2"},{"key":"B71-2015-835194","doi-asserted-by":"publisher","DOI":"10.1287\/isre.14.2.189.16018"},{"key":"B61-2015-835194","doi-asserted-by":"publisher","DOI":"10.1080\/095851997341630"},{"key":"B62-2015-835194","doi-asserted-by":"publisher","DOI":"10.1108\/01409170410784202"},{"key":"B63-2015-835194","doi-asserted-by":"publisher","DOI":"10.1080\/1350485032000100297"},{"key":"B64-2015-835194","doi-asserted-by":"publisher","DOI":"10.1080\/1478336042000255569"},{"key":"B65-2015-835194","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijpe.2009.10.015"},{"key":"B68-2015-835194","doi-asserted-by":"publisher","DOI":"10.2307\/20650283"},{"key":"B72-2015-835194","doi-asserted-by":"publisher","DOI":"10.1504\/ijtm.2002.003015"}],"container-title":["International Journal of Distributed Sensor Networks"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/journals.sagepub.com\/doi\/pdf\/10.1155\/2015\/835194","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/journals.sagepub.com\/doi\/full-xml\/10.1155\/2015\/835194","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/journals.sagepub.com\/doi\/pdf\/10.1155\/2015\/835194","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2021,5,9]],"date-time":"2021-05-09T06:24:14Z","timestamp":1620541454000},"score":1,"resource":{"primary":{"URL":"http:\/\/journals.sagepub.com\/doi\/10.1155\/2015\/835194"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2015,7,1]]},"references-count":72,"journal-issue":{"issue":"7","published-print":{"date-parts":[[2015,7,1]]}},"alternative-id":["10.1155\/2015\/835194"],"URL":"https:\/\/doi.org\/10.1155\/2015\/835194","relation":{},"ISSN":["1550-1477","1550-1477"],"issn-type":[{"value":"1550-1477","type":"print"},{"value":"1550-1477","type":"electronic"}],"subject":[],"published":{"date-parts":[[2015,7,1]]}}}