High Performance Work Systems for Service Quality: Boundary Conditions and Influence Processes
Hong, Ying; Jiang, Yuan; Liao, Hui; Sturman, Michael C.
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 HPWSSQs 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 HPWSSQs on financial performance in service settings.
high-performance work system; ownership; service performance
Required Publisher Statement: © Wiley. Reprinted with permission. All rights reserved. Final version published as: Hong, Y., Jiang, Y., Liao H., Sturman, M.C. (2016). High performance work systems for service quality: Boundary conditions and influence processes. Human Resource Management, 56(5), 747–767. doi: 10.1002/hrm.21801