In this article, we are interested in service quality, an outcome variable that enhances
profitability and competitiveness of service firms. HRD interventions can provide service
firm employees with the necessary skills and facilitate learning on how to deliver
high-quality services to local clients. In other words, HRD provides the OD interventions
that promote the skills and perspectives needed for service firm employees to
successfully interact with customers across cultures. Consequently, service firms will
be able to increase their competitiveness and profitability in the area of service
quality