Title: How does human resource department's client relationship management affect sustainable enterprise performance - in the context of artificial intelligence?

Authors: Xiao-Ling Wang; Ni Lei; Yun-Zhang Hou

Addresses: Department of Human Resource Management, Shanghai Normal University, New Liberal Arts Building, 100 Guilin Road, Shanghai, 200234, China ' School of Public Administration, Faculty of Economics and Management, East China Normal University, Science Building A, 3663 North ZhongShan Road, Shanghai, 200062, China ' School of Management, Fudan University, 220 Handan Road, Shanghai, 200433, China

Abstract: Artificial intelligence (AI) has penetrated into many fields. How to construct strategic human resources management practices under the background of AI technology has gained great attentions from many researchers in the world. Consequently, the conception of human resource department's client relationship management (HRDCRM) has been put forward. HRDCRM is a focus topic in the practice areas of strategic human resource management. This paper introduced relational capital as a mediating variable and collected two-wave lagged data (N = 235) from the enterprises located in eastern and southern China to conduct an empirical research on relational capital's mediate role by which HRDCRM influences sustainable enterprise performance. Empirical results reveal that under the control of enterprise's ownership and lifecycle-stage, relational capital plays a partial mediate role in the influence of HRDCRM on sustainable enterprise performance. Therefore, the key to improving sustainable enterprise performance is developing the level of HRDCRM and promoting harmonious development between HRDCRM and relational capital.

Keywords: HRDCRM; sustainable enterprise performance; SEP; artificial intelligence; relational capital.

DOI: 10.1504/IJTM.2020.112139

International Journal of Technology Management, 2020 Vol.84 No.1/2, pp.50 - 69

Accepted: 03 Jul 2020
Published online: 18 Dec 2020 *

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