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This study examines antecedents and impacts of HR competence and effective HR practices in organizations. People are an essential asset in organizations, but their potential is reduced without robust HR practices and competent HR professionals. Few studies have investigated causes of low HR professional competence and poor HRM practices.

This explanatory mixed-method study used survey data (N = 322), interviews and online statements. Data was collected in Vietnam, a country well suited to this study as it has considerable variation in institutional arrangements. It has legacies of Chinese, French and Soviet influence and more recently has adopted international reform models, such as new public management.

Agency accountability, autonomy and servant leadership promote HR competence, and consequently effective HR practices, and employee and employer outcomes (public service motivation, organizational commitment and organizational performance). Interviews triangulate findings from the survey data and explain barriers (rules, incentives, nepotism, corruption) to these quantitatively examined processes occurring. Strategic solutions for improving HR practices and professional competence are identified.

Practical implications of this research include a greater understanding of the importance of individual accountability and autonomy for executives, with the promotion of servant leaders through better screening and leadership development. Selection criteria should hinge on achievement, merit and the desire to serve the public interest. Competent HRM units should be developed and supported. Such units should focus on managing performance through ensuring line managers do basics such as setting clear goals, giving feedback, training and developing staff. Developing succinct appraisal criteria that reward good performers and sanction poor performers needs to be prioritized.

This study provides useful guidance on how to reform public administration systems so that reforms are more effective.

This study identifies both institutional and leadership antecedents to both HR competence and HR practices and their subsequent impacts. Its institutional and developing country orientation complements past studies that have been psychologically oriented and in the global north.

Transaction cost economics sees a broad spectrum of governance structures spanned by two types of economic adaptation: autonomous and cooperative. Stakeholder theorists have drawn much inspiration from transaction cost economics but have not paid explicit attention to the centrality of the idea of adaptation in this literature. This study aims to address this gap.

The authors develop a novel conceptual framework applying the distinction between the two types of economic adaptation to stakeholder theory.

The authors argue that the idea of cooperative adaptation is particularly useful for describing the firm’s collaboration with primary stakeholders in the joint value creation process. In contrast, autonomous adaptation is more relevant for firms interacting with secondary stakeholders who are not directly engaged in joint value creation and may not have formal contractual relationships with the firm. Accordingly, cooperative adaptation can be seen as vital for resolving team production problems affecting joint value creation, whereas autonomous adaptation addresses how the firm maintains legitimacy within the larger stakeholder environment.

Similar to its significance for transaction cost economics, the distinction between the two types of adaptation equips stakeholder theory with a new systematic understanding of a potentially broad spectrum of firm–stakeholder collaboration forms.

The present research sought to analyze the effects of customer delight on both internal and external financial structures of publicly traded, service firms.

Primary (i.e. survey) and secondary (i.e. financial records) data sources were gathered. A total of 685 participants responded to one questionnaire focusing on hotels and another one focused on restaurants, both of which measured levels of customer delight and satisfaction. Financial data were gathered from Center for Research in Security Prices, CRSP/COMPUSTAT.

Results of MANOVA revealed that there was a significant difference in the net profit margin (NPM) based on customer delight. Canonical correlation results exposed a significant correlation between satisfaction and delight combined and the financial performance measures (net profit margin, cash flow margin, return on assets and b-beta) combined.

By delighting their customers, managers will achieve higher profit margins. However, these are not likely to result in improved cash flow margin or return on assets. The effects of COVID-19 can alter yearly returns; thus, longitudinal research is needed to continue testing for the effects on delight on financial performance.

The relationship between delight and financial measures had not been previously determined (notwithstanding a few studies using substitute measures for financial performance). The present study uses actual data from the financial filings to empirically test their relationship to customer delight.