The Effect of HR Department's Strategic Role and IS Utilizing Capability on Customer Relationship Competency

인사관리부서의 전략적 참여 및 IS 활용능력이 대고객 역량에 미치는 효과

  • Han, Su-Jin (Department of Business Administration, Hoseo University) ;
  • Kang, So-Ra (Division of Entrepreneurship, Hoseo University) ;
  • Kim, Yoo-Jung (Division of Entrepreneurship, Hoseo University)
  • Received : 2011.10.20
  • Accepted : 2011.12.13
  • Published : 2011.12.31


Even though many studies have showed that competence is positively related to organizational performance, few studies have attempted to find out the process of competency - performance. This study focuses on the organizational factors to explore their effect on the competence of customer relationship. Based on the data collected by KRIVET and the Ministry of employment and labor, strategic role of HR department and information systems are examined. As well human resource competency is investigated as a mediating variable. This study used surveys targeting department managers and executive members in firms and sample size was 1086 after cleaning the dataset by deleting all the cases with many missing values. The findings show that strategic role of HR department and information system has an influence on human resource competency, significantly. In addition, the human resource competency affect customer relationship competency, positively. Implications and directions for future research are discussed.


Strategic role of HR department;Human resource competency;Information systems;Customer relationship competency


Supported by : 호서대학교


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