Purpose – This paper has two objectives. The first is to see whether “shared values” is an important intermediary, or part of the “black box” (along with organisational commitment and job satisfaction), between HRM practices and firm performance. The second is to assess whether the use...

An emerging source of competitive advantage for service industries is the knowledge, skills and attitudes of their employees. Indeed, achievement of a ‘service quality’ culture, considered imperative for competitive advantage in service organisations, supposedly results from the use of best...