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<p>This study examines the impact of family influence on service-quality outcomes in family firms through the lens of the resource-based view. We propose that the unique resources and capabilities inherent in family firms, particularly their social capital, can enhance service quality in ways that complement or even substitute formal training. Our analysis, based on a sample of 220 family-owned firms, reveals that those firms with greater family influence demonstrate a natural inclination towards high service quality, resulting in diminished returns from formal training investments. Additionally, we find that as family firms grow and incorporate more non-family employees, the benefits of formal HRM training become more pronounced. These findings highlight the value of leveraging family-centric strategies to foster service quality and provide a competitive edge, offering important insights for both family firms and broader organizational research.</p>

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Leveraging family resources: enhancing service quality without formal training in family firms

  • 期刊论文

  • 发表日期：

    2025年9月27日

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  • Ioannis Kinias,
  • Sara E. Davis,
  • Robert V. Randolph,
  • Spyridon Chalis,
  • Michael Christofi

摘要

This study examines the impact of family influence on service-quality outcomes in family firms through the lens of the resource-based view. We propose that the unique resources and capabilities inherent in family firms, particularly their social capital, can enhance service quality in ways that complement or even substitute formal training. Our analysis, based on a sample of 220 family-owned firms, reveals that those firms with greater family influence demonstrate a natural inclination towards high service quality, resulting in diminished returns from formal training investments. Additionally, we find that as family firms grow and incorporate more non-family employees, the benefits of formal HRM training become more pronounced. These findings highlight the value of leveraging family-centric strategies to foster service quality and provide a competitive edge, offering important insights for both family firms and broader organizational research.