“…The importance of human resource management for service quality, customer satisfaction and loyalty, competitive advantage and organizational performance is highlighted in many theories, models and empirical studies (Dimitrov, 2012;Hayes & Ninemeier, 2008;Kusluvan, Kusluvan, Ilhan & Buyruk, 2010;Solnet & Kandampully, 2008). Human resource management policies and practices directly influence employee knowledge, skills, abilities, attitude and behaviour which are crucial for firm specific advantage (Ahmad, Solnet & Scott, 2010;Kusluvan et al, 2010). Human resource practices such as training and career development seek to motivate, satisfy and retain employees (Hemdi, 2006;Whitener, 2001) and hence to result in satisfied and loyal customers (Koys, 2001;Kusluvan et al, 2010).…”