Purpose -The purpose of this paper is to investigate the association between human resource management (HRM) practices and knowledge sharing from the Malaysian industry context. Design/methodology/approach -The method of exploratory factor analysis and confirmatory factor analysis were employed to evaluate the reliability and validity of the measurement model. The structural equation modeling (SEM) method was applied to examine the theoretical framework. Findings -The results indicate that recruitment and selection, teamwork, training and development, and performance appraisal, showed a positive relationship with knowledge sharing, as perceived by the managers in the Malaysian manufacturing and service organizations.Research limitations/implications -The research design in this study was cross-sectional rather than longitudinal. Hence, even though the SEM method was adopted, the interpretations of the cause-effect-relationship among the variables could not be determined. In this case, longitudinal research designs serve to be more constructive as compared with cross-sectional designs in providing causation evidence between HRM practices and knowledge sharing. Practical implications -Findings from this study should be beneficial for HRM managers in developing countries such as Malaysia, who plan to develop competitive knowledge sharing competencies through the adoption of HRM practices. Originality/value -The contribution of this study is the construction of a measurement system of HRM practices and knowledge sharing that could facilitate future research on human resource management, as well as highlighting important implications for HR managers in developing countries.

Purpose -The purpose of this paper is to examine the relationship between total quality management (TQM) practices and customer satisfaction and also to investigate the association between TQM practices and service quality within the context of Malaysia's small service organizations. Design/methodology/approach -The paper uses data from the perceptions of sales and marketing managers in 108 small service organizations in Malaysia. Data were analyzed by employing correlation and multiple regression analysis to test the relationship between TQM practices, customer satisfaction and service quality. Findings -The results showed that TQM practices are significantly and positively linked to customer satisfaction and service quality of the small service business firms. It was further confirmed that the dimensions of customer focus and information and analysis were strongly linked to customer satisfaction and service quality. Practical implications -The results of this paper can be used by marketing/sales managers to prioritize the adoption of the dimensions for TQM practices. For instance, those dimensions that are found to have positive influence on customer satisfaction and service quality can be recommended to marketing/sales managers so that they can allocate resources to improve these practices to achieve higher customer satisfaction and quality of service. Originality/value -This paper identifies two dimensions of TQM namely, customer focus and information and analysis that can influence customer satisfaction and service quality in Malaysia's small service business firms.

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