Qualified Employees Research Articles

Empowering impact: the influence of charismatic leadership via corporate social responsibility on employee quality of life in hotels

PurposeHotel management and academia are increasingly interested in corporate social responsibility (CSR) and charismatic leadership. In this context, the present study examines how charismatic leaders affect employee quality of life through CSR practices in hotels.Design/methodology/approachThe survey encompassed employees working at either three-star or five-star hotels in Oman. The model was tested using data gathered from 396 hotel employees.FindingsResults showed that charismatic leadership positively affects CSR-induced intrinsic and extrinsic attributions. CSR positively affected task significance and intrinsic quality and negatively affected turnover intention. Quality of life predictors had a considerable impact, with intrinsic quality and turnover intention standing out. There was no significant effect of task significance on quality of life. The relationship between charismatic leadership and CSR was stronger for employees in five-star hotels and weaker for employees in three-star hotels. The CSR role mediates the relationship between charismatic leadership and quality of life.Practical implicationsThe results indicate that charismatic leaders exert a substantial impact on employees’ attributions of CSR. Upper-level management must emphasize fostering the cultivation of charismatic leadership attributes among non-charismatic leaders as a means to enhance employees’ perceptions of CSR.Originality/valueFew studies have focused on analyzing employees’ perceptions of CSR activities on a micro level. Investigating CSR phenomena in the context of internal stakeholders, especially employees, is very rare.

The Influence of Training, Social Capital, and Commitment on Employee Performance (A Study at the Fire and Rescue Department of Surabaya City)

This study examines the influence of training, social capital, and commitment on employee performance at the Fire and Rescue Department of Surabaya City. Effective human resource management is crucial for developing superior and high-quality human resources, enabling employees to work reliably and professionally. Training is a vital investment that provides long-term benefits to both organizations and employees. Social capital is considered a valuable asset because employee quality and competence directly affect organizational productivity and success. Organizational commitment serves as a key indicator of employee performance. This study aims to analyze the partial and simultaneous effects of training, social capital, and commitment on employee performance. A quantitative explanatory research design was employed, utilizing questionnaires and interviews. Path analysis was used for data analysis. The results indicate that training does not have a significant effect on employee performance, whereas social capital and commitment significantly influence performance. Additionally, training, social capital, and commitment collectively have a significant impact on employee performance. This finding highlights the importance of continuous training and fostering social capital and commitment among employees to enhance their performance.

Priorities in Strategic Personnel Management in Tourism and Hospitality

Topicality of problems of strategic HR management in complicated and uncertain current conditions is proved by importance of personnel in the field of tourism and hospitality and affected by professional qualities of employees, which stipulates the level of tourist satisfaction, efficiency and competitiveness of organization as a whole. The goal of the research is to identify priorities among alternative opportunities in strategic HR management in enterprises of tourist and hospitality industry. Methodology of the research is based on integration of systemic and strategic management. The model of strategic HR management and empiric data at enterprises of the hotel type show high personnel turnover, uneven employment, absence of social ways of stimulation, importance of economic ways of motivation usually available in large hotels. Therefore, each enterprise elaborates its own system of employee retaining on the basis of balancing material and non-material incentives and forms a complex approach to methods of HR management. Working-out of priorities in strategic HR management rests on provisions of strategy of organization development and its key components. As alternative opportunities the following trends were proposed: innovation HR management with IKT elements, research and analytical approach, Well-being concept.

Problematic issues of management accounting in the agrarian enterprises

Introduction. In the modern business environment, successful decision-making is a critical factor for achieving goals and improving a company’s performance. The foundation of such decisions should be reliable and carefully selected information from extensive data that supports the company’s activities. Managerial accounting serves as a means of creating the analytical base necessary for effective organizational management. Researching the challenges of managerial accounting in the agricultural sector will help propose ways to overcome them and strengthen the competitive advantages of agricultural enterprises. The aim of the study. The aim of this article is to identify the problematic aspects of managerial accounting in agricultural enterprises and find ways to solve them. Methods. General scientific and specific methods of scientific inquiry were used in this study. Induction and analysis contributed to the examination of scientific works devoted to managerial accounting. Synthesis, grouping, and analogy were applied to identify the impact of agricultural activities’ specifics on the organization of managerial accounting. Generalization helped formulate conclusions regarding the cost calculation items of agricultural products. The results. Based on the analysis of definitions in regulatory legal acts and scientific literature, the following definition has been formulated: managerial accounting is a system of accounting for costs, revenues, and financial results that serves as the basis for managerial decision-making. The problematic issues of organizing managerial accounting in agricultural enterprises were identified: difficulties in determining the cost of agricultural products, imperfections in integrating geographic information system software with accounting programs, specific accounting objects that cannot always be reliably assessed, and the absence of data on the permanent state of biological assets at the time of decision- making. Factors through which an enterprise can influence the process of cost calculation for agricultural products were also identified: effective organization of operational activities, level of professional qualification of employees, level of utilization of modern agricultural equipment, and technology for cultivating agricultural products. Prospects for further research. Future research should consider the functions of managerial accounting and the requirements for the reliability of its data, which will allow for a more comprehensive characterization of the conceptual foundations and create an information base for company management.

INDUSTRY ANALYSIS OF EMPLOYER BRAND AND COMPENSATION SYSTEM: INFLUENCING FACTORS AND TOOLS

The article examines the relevance of building a strong employer brand in the context of attracting and retaining qualified employees, as well as its relationship with compensation systems. A compensation package includes not only wages but also additional benefits, bonuses, social guarantees, and other perks that create value for employees. Furthermore, employees value not only the material aspects but also the non-material ones, such as opportunities for career growth, professional development, company culture, and more. It is equally important for employees to have the opportunity to realize their personal lives, which implies maintaining a healthy work-life balance. Therefore, when evaluating a compensation package, whether by current or potential employees, it is necessary to consider factors such as “income” (material aspects), “time” (working time considerations), and “quality” (non-material aspects), which form the elements of a triple constraint. The article assesses the impact of various aspects of compensation policies (financial and non-material incentives) on employee motivation, performance, and loyalty to the company. Special attention is given to analyzing industry-specific differences in building compensation packages, as well as examining the ranking of Ukraine's leading employers based on 2024 data. The study reveals that most companies included in the ranking offer their employees not only a high level of wages but also demonstrate care for their professional development and health. As a result, development and training programs and medical insurance are essential components of a compensation package. Companies with the necessary technical capabilities provide their employees with hybrid or flexible work formats, particularly in the financial and IT sectors. In companies where this is not feasible, employers often provide meals for employees, a common practice in the FMCG sector. For retail companies, employee discounts on products are an integral part of the compensation system. Thus, compensation policies should be designed considering employees' needs for material rewards, professional development, health care, and work-life balance. The research findings can be used to improve motivation systems in enterprises across various industries and to strengthen employer branding.

Use of information technologies in the administrative justice of Ukraine

The article examines the conceptual foundations of the introduction of information technologies into the administrative justice system of Ukraine, in particular their role in increasing transparency and accessibility, which will contribute to increasing the effectiveness of the judicial system of Ukraine and strengthening its integration into European standards of justice. The main information platforms used in administrative courts are identified, such as the Unified Judicial Information and Telecommunication System and the «Electronic Court», which contribute to the automation of processes and reduce the bureaucratic burden, as well as significantly improve citizens’ access to justice, allowing to submit documents and appeal to the court regardless of physical location. This is especially important in martial law, when access to judicial institutions can be difficult or dangerous. An analysis of the current regulatory framework, which regulates the use of electronic evidence in administrative cases, is carried out, its development and the need for improvement are indicated, in particular in terms of ensuring the authenticity and integrity of electronic evidence. In addition, considerable attention was paid to the issues of information security and data protection, which are critically important for the stable functioning of electronic justice and ensuring trust in its work by citizens and the professional community. Problematic aspects of digitalization of the judicial system are identified and prospects for further development are outlined, in particular, the use of artificial intelligence to improve the efficiency of justice. It mentions the issue of the legal status of electronic evidence, which is critical for legal proceedings in the digital age, and the need to ensure information security in the face of growing cyber threats. The novelty of the study lies in the comprehensive approach to assessing the impact of information technologies on administrative justice. The article highlights the need for further development of the regulatory framework, which should provide support for innovative approaches, as well as the need to ensure the continuous improvement of the qualifications of court employees for the proper functioning of the judicial system in conditions of digitalization.

Педагогические условия культурно-просветительской работы в органах внутренних дел Российской Федерации

The article reveals the problem of organizing cultural and educational work in the internal affairs bodies, both in the sphere of activity of society and the state, where intellectual, aesthetic and cultural development, combined with psychological stability and physical health, are of great importance in terms of the effectiveness of employees performing their professional duties. The article considers the specifics of work in the internal affairs bodies, which determines the psychological and physiological qualities of employees necessary for them to successfully perform their professional duties. It is determined that cultural and educational work should not only expand and develop the knowledge, skills and abilities already available to employees in terms of intellectual abilities, aesthetic and creative capabilities, but also contribute to the formation of readiness to effectively apply this knowledge, skills and abilities in practice. In addition, the activity itself must be constantly improved and in its content correspond to the characteristics and needs of its participants, as well as the requirements of modernity. Today, cultural and educational work in the internal affairs bodies meets the above requirements, but not to the full extent, which makes it difficult to solve the tasks assigned to it. These tasks are not only to educate and increase the level of development of professionally important spiritual, moral and civic-patriotic qualities of employees, but also to reduce their neuropsychic stress, including by providing additional information about different aspects of society and working out the skills necessary for the successful performance of professional duties. The analysis of the issue of organizing and implementing cultural and educational work in the internal affairs bodies in the context of pedagogy, thus, will allow us to determine the directions of its improvement and, accordingly, the possibilities of educating employees of the qualities indicated above.

Профессионально важные качества сотрудников уголовно-исполнительной системы в условиях цифровой трансформации

In the new socio-economic conditions, the requirements for professionally important qualities of specialists and the formation of their competencies are not just changing, but are being transformed and rebuilt, and this is primarily due to the restructuring of social processes and the introduction of digital technologies in various fields of professional activity. Professionally important qualities are understood as the individual properties of the subject of labor, a certain set of psychological characteristics that are necessary and generally sufficient for the implementation of effective and reliable professional activities, thus ensuring the success of its implementation. Understanding the formation of the necessary professionally important qualities among employees of the penitentiary system, ensuring the success of their official activities, is significant in terms of making timely, highly likely, objective managerial decisions on issues of professional and career growth of employees, assessing the prospects for appointment to certain positions, the possibility of forming a personnel reserve on a regular basis, conducting professional selection procedures, professional certification, professional training. The main professionally important qualities and competencies of employees of the penitentiary system in the context of digital transformation are considered. A promising scientific direction of research on professionally important qualities of employees of the penal correction system using the method of structural analysis of the organization of psychological indicators is highlighted. The issue of professional mentoring in the penal system of the Russian Federation has been updated. Additionally, such professionally important qualities as mastery of digital culture, digital competence, mastery of information hygiene skills when working with software and information systems, compliance with information security and information protection issues were noted. The study of the issues of professionally important qualities of employees of the penitentiary system is of promising scientific practice-oriented interest in such areas of psychological support of professional activity as professional selection optimization of programs to support professional adaptation of employees at various stages of professional development, development of an up-to-date professional description of professional activity, identification of factors of psychological success

Support Vector Machine-Based Prediction Model for Healthcare Workforce Transition Success Under Decentralization

Objective To develop predictive models for healthcare workforce transition success under decentralization using Support Vector Machine (SVM) analysis and identify key determinants across organizational support domains. Methods A cross-sectional study was conducted among healthcare personnel (n=430) who transferred from Ministry of Public Health facilities to Provincial Administrative Organizations in Thailand during 2023-2024. The SVM model evaluated 37 predictor variables spanning demographic characteristics, benefits, and welfare domains. Four kernel functions were compared to identify optimal model performance, and feature importance analysis was conducted to determine key predictors. Results The linear kernel demonstrated superior performance (accuracy: 71.43%, sensitivity: 49.02%, specificity: 85.37%) compared to other kernel functions. Analysis revealed five key predictors (feature weights >0.25): competitive compensation (0.427), career development opportunities (0.358), fair promotion processes (0.336), hazardous work compensation (0.285), and educational leave opportunities (0.252). While employee qualifications (0.236) emerged as a significant demographic predictor, organizational support factors, particularly financial incentives and professional development opportunities, showed stronger predictive power for transition success. Conclusions This study represents the first application of machine learning techniques to predict healthcare personnel transition success in decentralization contexts. The SVM model effectively identified critical factors influencing workforce transitions, emphasizing the importance of balanced organizational support mechanisms. These findings provide evidence-based guidance for healthcare administrators implementing decentralization policies, offering generalizable insights for workforce management during health system reforms.

Prospects for Personnel Training for the Forestry Sector in the Regions of Russia: Arctic Context

Introduction. The development and enhancement of the management efficiency of the forestry sector in the Macroregion of the Northwest and the Arctic zone of the Russian Federation are strategically significant for the country's development, oriented towards global competitiveness. The aim of this study is to analyze the prospects for personnel training within the system of secondary vocational education for the forestry sector in the Northwest and Arctic zones of the Russian Federation. Materials and Methods. The materials for the study were statistical data from two forms of state federal reporting for 2022: No. 1-T (prof) "Information on the number and demand for workers in organizations by professional groups" and form No. SPO-1 "Information about the educational organization that carries out educational activities in educational programs of secondary vocational education." The study employed methods of descriptive statistics, economic-mathematical modeling, and comparative data analysis. Results of the Study. An extended list of 23 directions and specialties of secondary vocational education organizations training qualified personnel for the forestry complex in the Arctic Macroregion and Northwest Russia has been identified. An assessment of the provision of the economy of enterprises and organizations in the forestry sector with qualified personnel has been presented. The analysis revealed 12 entities in the macroregion whose personnel needs for mid-level specialists can be met by graduates from their own region, as well as 13 entities in the macroregion that need to train their personnel beyond the macroregion in other regions of Russia to meet the demand for qualified workers and employees. A mapping tool has been developed, comprising 85 subjects of the Russian Federation, divided into three groups based on the total admission to specialties and directions related to the forestry sector. Discussion and Conclusion. The mapping tool obtained demonstrates that the regions with the highest preparation of forestry specialists are located far from the Arctic zone and Northwest Russia. Meanwhile, the main forest resources of the macroregion's entities are unevenly distributed across their territories, concentrated mainly in the central and southern parts. The proposed mapping tool contributes to addressing the issues of personnel training for the forestry sector through the involvement of all interested actors: applicants, employers, secondary vocational education organizations, and regional executive authorities.

MODERN APPROACHES TO RECRUITMENT IN SMALL AND MEDIUM –SIZED ENTERPRISES: EFFECTIVE STRATEGIES AND METHODS

The article examines modern approaches to recruitment in small and medium-sized enterprises, focusing on effective strategies and methods. The study provides an overview of current trends and methods of candidate selection, an analysis of their applicability in a changing labor market, and the demands of modern business. The article examines the key aspects of successful recruitment, including the use of innovative approaches, adaptation to new technologies, and consideration of the specifics of hybrid and remote work. Special attention is paid to the impact of proper selection on the effectiveness of the organization, its competitiveness, and development. Based on the analysis of academic works in the fields of human resource management, labor psychology, and HR practices, the authors of the article identify important trends and innovations accompanying the recruitment process. The article offers recommendations for organizations aimed at optimizing recruitment, improving the quality of the workforce, and increasing productivity. Theoretical significance: The scientific article on recruitment is a contribution to the scientific field of human resource management and labor psychology. She summarizes modern theories and practices of recruitment and formulates new concepts and approaches, which contribute to the expansion of the theoretical base of the field. Practical significance: Optimization of the recruitment process: The recommendations presented in the article can be used by companies to optimize their recruitment processes, improve recruitment efficiency, and reduce staff turnover; Improving the quality of personnel: The methods and approaches developed in the article can help attract and select more qualified employees, which will lead to an increase in the professionalism of the team and the overall productivity of the organization; Economic effect: Effective recruitment can lead to lower costs for training and adaptation of new employees, as well as increase business profitability by increasing the quality and productivity of labor.

ACCOUNTING OF INTELLECTUAL COMPONENTS IN THE ECONOMIC SECURITY SYSTEM OF AN INDUSTRIAL ENTERPRISE

The study is devoted to the analysis of intellectual components that affect the economic security of an industrial enterprise. The influence of intellectual resources on the development of an enterprise in the context of global competition and economic challenges is determined. The purpose of this work is to analyze the intellectual components and determine their impact on the economic security and competitiveness of an industrial enterprise. The object of the study was the intellectual components of an industrial enterprise. The methodological basis of the study was econometric modeling and statistical analysis. The paper examines aspects of intellectual capital, including employee qualifications, technological innovations, organizational knowledge and management decisions. A quantitative analysis of the risks associated with each of these aspects of intellectual capital was also carried out, the probabilities of occurrence and potential financial losses were determined. For example, for the company under study, it was determined that the maximum risk is associated with the qualifications of employees (X1), which has a probability of 29 % and carries potential losses of 3.5 million rubles. Potential losses can amount to significant amounts, for example, for the risk of disruption of the supply chain (X5) - 5.7 million rubles. with a probability of 20 %. As a result, methods of managing intelligent components are proposed to minimize risks and increase the sustainability of enterprises. Such tools can be adapted to other enterprises, which will allow to develop the management of intellectual capital of the enterprise in the context of ensuring the strategic sustainability of industrial enterprises.

Интеграция производства и образования для повышения качества подготовки специалистов в вузе на базе дистанционного наставничества

The article addresses the quality of student training amid a shortage of personnel in the information technology sector. It highlights issues related to the preparation of specialized professionals and proposes creating a center for collaboration between universities and industry. This center aims to integrate the educational process with real projects, enabling students to gain practical skills and knowledge essential for successful careers in IT. A phased training process is outlined, where foundational education occurs at the university level, while updated training takes place within companies and project activities. The effectiveness of this integration is analyzed through financial indicators and assessments of educational quality. The findings indicate that implementing this solution improves companies' financial performance by enhancing employee qualifications and reducing training costs for new specialists. Additionally, there is a noted positive trend in the evaluation of educational quality, reflecting an increase in graduates' preparedness. Future development prospects include expanding partnerships with other companies and universities, introducing new educational programs and technologies, and conducting regular research to analyze integration effectiveness.

Pengaruh Metode Seleksi Terhadap Kualitas Karyawan Baru

Effective selection methods are key to ensuring that the selected candidates not only meet the required qualifications, but also fit the company culture and values. Through the use of various tools and techniques such as interviews, aptitude tests, and psychological assessments,companies can improve the quality of employees they recruit. The research results show that systematic and rigorous selection methods contribute to improving employee performance, reducing turnover rates, and increasing team stability. In addition, ongoing evaluation of the selection process is also important to ensure its relevance and effectiveness. Thus, investing in appropriate selection methods will produce high-quality employees who can contribute positively to organizational goals. This research provides recommendations for companies to adopt a combination of various selection methods and carry out regular evaluations to improve recruitment results.

US sanctions, workforce dynamics, and corporate entrepreneurship: evidence from Iran

Purpose This study aims to explore how political sanctions imposed by the US government have influenced workforce dynamics and corporate entrepreneurship within Iranian listed firms. Design/methodology/approach The study utilizes a difference-in-differences approach to compare the workforce compositions and corporate entrepreneurship of Iranian listed firms subjected to US sanctions with those unaffected by sanctions both before and after the implementation of sanctions. The empirical analysis utilizes data from Iranian listed firms spanning from 2013 to 2023. Findings Our analysis reveals a significant decrease in employment rates among sanctioned firms, indicating a reduction in their workforce size. However, interestingly, we also observe a simultaneous positive effect on the educational qualifications of employees, as evidenced by increases in academic credentials and training hours, coupled with higher research and development (R&D) expenditures. These shifts in human capital investment and R&D spending contribute to a heightened level of entrepreneurship in the subsequent year. Furthermore, our findings suggest that firms enhance their entrepreneurial activities by prioritizing innovation in processes over exploring new business domains. Originality/value Through this investigation, our study elucidates the intricate relationship between sanctions and corporate entrepreneurship, highlighting a complex dynamic wherein sanctions, despite reducing workforce quantity, encourage investments in workforce quality and efficiency, ultimately fostering an environment conducive to enhanced entrepreneurship.

The features of the work of local media editorial offices based on the example of the student newspaper «PARASAT» and the TV channel «QYZYLJAR TV»

The work of mass media can be oriented toward different scales of audience. While global media aim to shape a worldwide narrative, smaller editorial offices focus on the interests of residents of a specific region, city, or even organization. Accordingly, the operational features of mass media vary significantly on larger and smaller levels. The goal of our study is to identify these differences, determine the reasons behind the established approaches, and propose ready-made solutions for improving the work of local editorial offices. As examples, we will analyze the QYZYLJAR TV channel, whose agenda is aimed at the residents of the North Kazakhstan region, and the PARASAT newspaper, published by M. Kozybayev North Kazakhstan University for its faculty and students. The scientific and practical significance of the study lies in the fact that we not only expand theoretical knowledge about the formation of media structures but also offer practical recommendations for strengthening the impact of local media. This work was facilitated by content analysis of materials published by these media outlets and interviews with journalists and editors. The study revealed that local media are highly flexible in responding to the informational needs of their audience. However, a lack of personnel and resources creates certain limitations in their operations. To improve the situation, it is necessary to optimize workflows, including enhancing employee qualifications and expanding engagement with the audience. This research represents a significant contribution to the field of media studies, offering new approaches to analyzing and improving the activities of local media. The findings can be applied by small media outlets to enhance the quality of their content and strengthen their connections with the audience.

Perceptions of Junior High School (SMP) Leaders in the Batusangkar Region Regarding the Service Quality of Tanah Datar Regency Education and Culture Service Employees

This research was motivated by the results of observations made by the author at junior high schools in the capital of Tanah Datar Regency regarding the service quality of Education and Culture Service employees which was indicated to be still less than optimal. The purpose of this research is to obtain information and describe how good the quality of service of education service employees is from the aspects: Discipline, Ability, Attitude, Physical Appearance, Fairness, Speed. This research is a quantitative descriptive research. The population of this study was 78 junior high school (SMP) leaders in the Batusangkar area who came from 13 schools in 3 sub-districts, namely Lima Pemuda sub-district, Tanjung Emas sub-district and Sungai Tarab sub-district. The sample was taken using Stratified Random Sampling Technique, totaling 52 school leaders (Principal, Head of Administration, Curriculum Representative, Student Affairs Representative, Public Relations Deputy, Infrastructure Deputy). The research instrument uses a questionnaire with a Likert scale model which has been tested for validity and reliability. The data obtained was processed using the average formula (mean). It can be concluded that the service quality of Tanah Datar district education and culture service employees is in the good category with an average score of 4.46.

Political Directors and the Recruitment of Foreign Workers

Companies strive to gain a competitive advantage by recruiting highly qualified employees. One way to achieve this goal is by recruiting foreign workers, frequently through the H-1B visa program. However, immigration has become a contentious political issue in the United States, making it more difficult to recruit foreign workers. We examine how politicians on the board influence recruitment strategies aimed at attracting foreign workers. Studying the aftermath of the 2016 U.S. presidential election and President Donald Trump’s “Buy American, Hire American” policy, we estimate the impact of political directors on recruiting strategies. By analyzing the near-universe of job advertisements in the United States, we develop novel firm-level measures of employment barriers for foreign workers. We find that the presence of political directors increased the employment barriers for foreign workers after Trump’s inauguration. We also argue that the information processing capabilities of the board moderate this effect: diverse boards and boards with Human Resources committees decrease the employment barriers for foreign workers, whereas shareholder meetings during periods of heightened political risk increase these employment barriers.

Статистический анализ рабочей силы в Архангельской области

Labor force is a key driver of economic growth and productivity. The more labor force, the more production, trade and services can be created. In addition, the quality and efficiency of the labor force directly affects the level of productivity and competitiveness of the region and countries. Although the workforce is a key resource, managing it can be challenging. One of the main challenges in workforce management is retaining highly qualified employees, as the labor market is constantly changing and opening up new opportunities. This article is devoted to the study of the labor force in the Arkhangelsk Oblast, which is of great importance for understanding the current situation of the region and determining directions for development. The object of the study is the labor force in the specified territory, and the subject is its essence, state, structure and movement. In the course of the study, the following goals were set: determining factors affecting the quality of the labor force, analyzing the dynamics and structure of the labor force, studying the level of employment and unemployment, identifying the impact of the labor force on the economic indicators of the region. The methodological basis of the study is general scientific statistical methods of data analysis: absolute and relative statistical indicators, series of dynamics, correlation and regression analysis. The main conclusion of the article is that the labor force of the Arkhangelsk Oblast is steadily declining, but the balance between the share of men and women in it is preserved. However, the problem of unemployment during the period under review becomes more relevant for women than for men. These changes reflect the need for key measures that will stimulate not only economic development, but also the creation of favorable working conditions.

Process quality matters: investigating the inherent characteristics of quality and performance in digital, physical and omnichannel services

PurposeIn the literature, quality and performance have primarily been analyzed at a micro level, particularly within individual service channels. This study aims to explore the meta-level differences between service channels in terms of quality relevance and performance in service organizations.Design/methodology/approachQuality relevance was measured using meta-level quality factors from the TIHPS framework and assessed by their impact on the performance of service organizations while exploring differences between digital, physical and omnichannel services through a partial least squares structural equation model.FindingsThis exploratory study reveals the high relevance of process quality on performance in physical, digital and omnichannel services. Notably, the transition from physical or digital services to an omnichannel service amplifies the importance of process quality. This finding aligns with the theoretical understanding of the relevance of process quality in service organizations. Furthermore, the study shows that quality relevance and performance vary significantly depending on the service channel.Practical implicationsService providers should prioritize lean and efficient processes in omnichannel services. The outcome of an omnichannel service is significantly influenced by the quality of employees’ work, emphasizing the essential nature of employee training in omnichannel services. Digital services should focus on the quality of technologies, and information quality should be given particularly high priority in physical services.Originality/valueThe meta-level differences between service channels in terms of inherent quality and performance characteristics have not yet been explored in the literature. This paper addresses this research gap.