High Performance Work Systems for Service Quality: Boundary Conditions and Influence Processes

Ying Hong · Yuan Jiang · Hui Liao · Michael C. Sturman

45 citations0/0 files storedHuman Resource Management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Human Resource and Talent Management Management and Organizational Practices Employee Performance and Motivation

Abstract

Drawing on agency theory and the resource-based view, this study examines the moderating effect of hotel ownership structure on the relationship between high-performance work systems for service quality (HPWS-SQs) and service performance as well as the curvilinear relationship between hotel service performance and hotel profitability. Results from surveys and archival data of 126 hotels showed that when hotels were owned and operated by brands, HPWS-SQs had a positive effect on service performance. Moderated mediation analyses showed that service performance as a mediator accounted for the moderating effect of ownership and management structure on the relationship between HPWS-SQs and hotel profitability. In addition, service performance demonstrated an inverted U-shaped relationship with hotel profitability. These findings advanced the understanding of the boundary conditions and influence processes of HPWS-SQs on financial performance in service settings. © 2016 Wiley Periodicals, Inc.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 45 citations exist upstream.

References

2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1976Theory of the firm: Managerial behavior, agency costs and ownership structure 1991Firm Resources and Sustained Competitive Advantage 2004Firm resources and sustained competitive advantage 1993The cornerstones of competitive advantage: A resource‐based view 1985Competitive advantage, creating and sustaining superior performance 1995THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON TURNOVER, PRODUCTIVITY, AND CORPORATE FINANCIAL PERFORMANCE.1984A Service Quality Model and its Marketing Implications

Cited by

2022In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?2016Strategic human resource 2021Human resources flexibility as a mediating mechanism between high-performance work systems and organizational performance: a multilevel quasi-longitudinal study 2020Serving the customer, serving the family, and serving the employee: toward a comprehensive understanding of the effects of service-oriented high-performance work systems

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.