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dc.contributor.authorHurrell, Scott-
dc.contributor.authorScholarios, Dora-
dc.description.abstractFit between an organization's brand and its employees, sometimes referred to as employee brand identification, has been highlighted as an important element in delivering service quality. This article examines the people management practices directed both at potential and current employees which enhance this “person-brand fit” and proposes that effective management of this can help reduce the persistent problem of social skills gaps in service organizations. A study of managers and customer-facing employees in two hotel case studies—one reporting significant social skills gaps and the other reporting few gaps—showed that the hotel reporting fewer gaps had achieved greater employee identification with the brand. This hotel conducted recruitment and selection around person-brand fit, while the other hotel did not. The hotel reporting fewer social skills gaps also allowed greater employee agency in brand socialization, training, and in the enactment of the brand on the job. The article discusses the relevance of these findings for theory on how human resource management practices may be linked to service brands in order to reduce social skills gaps.en_UK
dc.relationHurrell S & Scholarios D (2014) "The People Make the Brand": Reducing Social Skills Gaps Through Person-Brand fit and Human Resource Management Practices, Journal of Service Research, 17 (1), pp. 54-67.-
dc.rightsThe publisher does not allow this work to be made publicly available in this Repository. Please use the Request a Copy feature at the foot of the Repository record to request a copy directly from the author. You can only request a copy if you wish to use this work for your own research or private study.-
dc.subjectSkills gapsen_UK
dc.subjectperson-brand fiten_UK
dc.title"The People Make the Brand": Reducing Social Skills Gaps Through Person-Brand fit and Human Resource Management Practicesen_UK
dc.typeJournal Articleen_UK
dc.rights.embargoreasonThe publisher does not allow this work to be made publicly available in this Repository therefore there is an embargo on the full text of the work.-
dc.citation.jtitleJournal of Service Research-
dc.type.statusPublisher version (final published refereed version)-
dc.contributor.affiliationManagement Work and Organisation-
dc.contributor.affiliationUniversity of Strathclyde-
Appears in Collections:Management, Work and Organisation Journal Articles

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