Jo, H, Aryee, S, Hsiung, H-H et al. (1 more author) (2023) Service-oriented high-performance work systems and service role performance: Applying an integrated extended self and psychological ownership framework. Human Relations, 76 (1). pp. 168-196. ISSN 0018-7267
Abstract
How do organizations build an internal capability or processes to implement a service excellence strategy and thereby create sustained competitive advantage? Drawing on an integrated extended self and psychology of ownership framework as well as Bowen and Ostroff’s (2004) HR system strength perspective, this study examines processes linking perceived service-oriented high-performance work systems (HPWS) and overall service role performance. Multi-wave data obtained from 530 employees and 53 supervisors in the hospitality industry were used to test our hypotheses. Multilevel structural equation modeling (MSEM) results revealed that higher levels of supervisor customer orientation strengthened the perceived service-oriented HPWS-employee customer orientation relationship leading to job-based psychological ownership. In turn, job-based psychological ownership related to overall service role performance and together with employee customer orientation, sequentially mediated the influence of perceived service-oriented HPWS on overall service role performance. We interpret our findings as providing initial evidence of an alternative motivational pathway through which an HR system influences performance in a frontline service role.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | This item is protected by copyright, all rights reserved. This is an author produced version of an article published in Human Relations. Uploaded in accordance with the publisher's self-archiving policy. |
Keywords: | perceived service-oriented high-performance work systems, customer orientation, job-based psychological ownership, overall service role performance |
Dates: |
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Institution: | The University of Leeds |
Academic Units: | The University of Leeds > Faculty of Business (Leeds) > Work and Employment Relation Division (Leeds) |
Depositing User: | Symplectic Publications |
Date Deposited: | 20 Jul 2021 11:18 |
Last Modified: | 11 Jan 2023 14:52 |
Status: | Published |
Publisher: | SAGE Publications |
Identification Number: | 10.1177/00187267211035656 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:176269 |