Our article contributes to the theory on HRD by stressing the importance of using
appropriate HRD interventions to prepare service employees for their role in increasing
service quality within a cultural context. First, it is important to align HRD interventions
based on the national culture. For example, it is expected that compared with
individualistic cultures, successful HRD interventions in collectivist cultures will be
more likely to emphasize humanistic perspectives and use group-oriented HRD
approaches. Second, there must be congruency between the organizational culture and
HRD interventions. For example, it is proposed that organizational cultures that have
a team orientation will more likely be successful at implementing group and organizational
learning and development approaches and group-oriented T&D HRD interventions
compared with organizational cultures that do not stress this dimension. By
having the proper alignment with the national culture and organizational culture, HRD
interventions will be more effective in increasing the service quality and overall effectiveness
in service delivery across cultures. HRD interventions are particularly essential
for innovations in services as service firms depend on highly skilled and educated
employees.