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

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dc.contributor.authorHong, Ying
dc.contributor.authorJiang, Yuan
dc.contributor.authorLiao, Hui
dc.contributor.authorSturman, Michael C.
dc.date.accessioned2020-09-12T21:03:37Z
dc.date.available2020-09-12T21:03:37Z
dc.date.issued2016-01-01
dc.description.abstractDrawing 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.
dc.description.legacydownloadsSturman157.pdf: 416 downloads, before Aug. 1, 2020.
dc.identifier.other12735513
dc.identifier.urihttps://hdl.handle.net/1813/71600
dc.language.isoen_US
dc.relation.doihttps://doi.org/10.1002/hrm.21801
dc.rightsRequired 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
dc.subjecthigh-performance work system
dc.subjectownership
dc.subjectservice performance
dc.titleHigh Performance Work Systems for Service Quality: Boundary Conditions and Influence Processes
dc.typearticle
local.authorAffiliationHong, Ying: Fordham University
local.authorAffiliationJiang, Yuan: Shanghai Jiaotong University
local.authorAffiliationLiao, Hui: University of Maryland - Baltimore
local.authorAffiliationSturman, Michael C.: mcs5@cornell.edu Cornell University School of Hotel Administration

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