The Research On The Relationship Of Human Capital And The Degree Of Chinese Service Enterprises' Internationalization

The position and role of service industry in the economies have been continuously rising for over 20 years. And the global expansion of service industry is extremely rapid. Since the reform and opening up, China's service industry has made a leap, however, in a general view, the development of China's service industry is still lagging behind that of developed countries.With the development of knowledge economy and the increasing globalization of service industries, modern service enterprises of China are facing more and more fierce competition as well as unprecedented opportunities and challenges in the international market. In such a context, how could Chinese service enterprises be successful in the process of internationalization and gain competitive advantage in the international market? Therefore, to develop an in-depth study on service enterprises of China, exploring the key factors in their internationalization process and providing theoretical guidance to their international expansion, will be of great strategic sense.This paper takes the Resource-based View (RBV) to analyze the key factor which could infulunce the internationalization of Chinese service enterprises, and also explore the condition in which the key resource could work.Since service has the special nature of intangibility, inseparability, perishability, heterogeneity, customer participation, and so on, the key factors which could infulunce service enterprises'internationalization are surly quite different from those of traditional manufacturing enterprises.Based on the review and analysis of a large number of research literatures, this paper raises two hypotheses. First, we determine that as the most important resource of service enterprises, human capital has a direct positive impact on the degree of Chinese service enterprises'internationalization. Second, we believe that the intensity of the relationship between the two is influnced by the the level of customer relationship orientation in enterprises.The questionnaire survey is conducted within service enterprises of Jiangsu which have international busness.174 valid samples are collected. The results of Hierarchical regression analysis show that our two hypotheses are both supported:human capital has a positive impact on the internationalization degree of service enterprises; and customer relationship orientation plays a positive moderate role on the relationship between human capital and the internationalization degree of service enterprises, the higher the enterprise's customer relationship orientation level, the stronger the positive effect of its human capital on the internationalization degree.According to the analysis results of empirical study, the innovation and lack of this paper are discussed, and some suggestions are proposed for service enterprises of China which have or want to have international busness. First, to improve the human capital level by increasing human capital investment such as improving the level of training and hiring more experienced staff. Second, to improve the customer relationship orientation level by developing a customer-centric internal management system and establishing appropriate communication channels for internal and external informations.