Abstract
This paper seeks to explore a model of banking service orientation in strategic human resource management and system dynamic perspective, theoretically. As a scientific effort to develop a study of strategic human resource management. So far, the relationship between elements in strategic human resource management perspective as a system is only analyzed linearly. This article is the result of a literature study. An analysis is done narratively, to answer research problems. Research finding in the form of banking service-orientation model in strategic human resource management and system dynamic perspective, that illustrates the interaction between marketing differentiation strategy, commitment-based human resource system, service-oriented role behaviors to achieve banking performance.
Highlights
Service is a necessity in the banking industry
In addition to analyze on the perspective of strategic human resource management, given that human assets act as strategic determinants in determining banking performance, an analysis is carried out with a system dynamics perspective
Important services in the banking industry to differentiate themselves against competitors
Summary
Service is a necessity in the banking industry. As a service-oriented business, banking offers products and services. Research that examines the mechanism of how service orientation in banking can affect business performance, involves any variables and how the dynamics of interactive relationships between variables involved in the system perspective are still very limited. Theoretical problems related to the complexity of the causal relationship between organizational strategy, human resource systems, role behavior, and organizational performance arise, that studies involving these variables have been carried out limited in the analysis of linear causal relationships. In addition to analyze on the perspective of strategic human resource management, given that human assets act as strategic determinants in determining banking performance, an analysis is carried out with a system dynamics perspective. By basing the analysis on the literature review, this study will produce an output in the form of a theoretical model of how banking performance can be improved, from the perspective of strategic human resource management and system dynamics
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