Song, Y., Wang, Z. and Song, L.J. orcid.org/0000-0002-0969-4091 (2024) Going the extra mile for patients: Service-oriented high-performance work systems drive nurses’ job crafting and extra-role service behaviour. Journal of Advanced Nursing. ISSN 0309-2402
Abstract
Aim
This study intends to investigate whether, how and when service-oriented high-performance work systems (SHPWSs) drive nurses' extra-role service behaviour.
Design
This was a quantitative cross-sectional study conducted with matched nurse–patient participants.
Method
We tested hypotheses using data from 284 nurses and their matched 566 patients. The data were collected in 2019. We conducted a set of hierarchical regression analyses to test our hypotheses.
Results
The results showed that SHPWSs have a positive impact on job crafting, which, in turn, mediates the link between SHPWSs and extra-role service behaviours. Additionally, the influence of professional identification moderates these relationships. Specifically, SHPWSs are significantly and positively associated with job crafting among highly professionally identified nurses. The indirect effect is significantly positive when nurses strongly identify with their profession but not significant when their professional identification is low.
Conclusion
The results indicated that SHPWSs can elicit job crafting among higher professional identifiers, which further increases extra-role service behaviours towards patients.
Impact
Our research emphasizes the significance of HRM themes in the healthcare service industry and their direct impact on healthcare personnel. Shifting from a management-centric to an individual-centric perspective, we focus on the proactive role of nurses. Furthermore, this study enhances the understanding of the boundary conditions for the effectiveness of SHPWSs.
Patient or Public Contribution
Nurses and their mated patients from a Chinese hospital contributed to this study by completing the survey.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2024 John Wiley & Sons Ltd. This is the peer reviewed version of the following article: Song, Y., Wang, Z., & Song, L. J. (2024). Going the extra mile for patients: Service-oriented high-performance work systems drive nurses' job crafting and extra-role service behaviour. Journal of Advanced Nursing., which has been published in final form at https://doi.org/10.1111/jan.16114. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions. This article may not be enhanced, enriched or otherwise transformed into a derivative work, without express permission from Wiley or by statutory rights under applicable legislation. Copyright notices must not be removed, obscured or modified. The article must be linked to Wiley’s version of record on Wiley Online Library and any embedding, framing or otherwise making available the article or pages thereof by third parties from platforms, services and websites other than Wiley Online Library must be prohibited. |
Keywords: | extra-role service behaviours; job crafting; professional identification; service-oriented high-performance work systems (SHPWSs) |
Dates: |
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Institution: | The University of Leeds |
Academic Units: | The University of Leeds > Faculty of Business (Leeds) > Management Division (LUBS) (Leeds) |
Depositing User: | Symplectic Publications |
Date Deposited: | 20 Feb 2024 13:57 |
Last Modified: | 28 Feb 2025 01:13 |
Status: | Published online |
Publisher: | Wiley |
Identification Number: | 10.1111/jan.16114 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:209358 |