Th-OR-S16-2 - Effects Of Service-Oriented High Performance Work System On Employees’ Service Performance: How And When

Track:
Strategic HR
What:
Oral Presentation
Part of:
When:
Thursday May 18   10:30 AM to 10:45 AM (15 minutes)
Where:
Lynch Theatre
Discussion:
0
 
Human resource management
Strategic HR
Th-OR-S16-2
Effects of Service-Oriented High Performance Work System on Employees’ Service performance: How and When
 
H. Xu 1,*, C. Du 2, Z. Wang 1
1Department of Human Resource Management, Business School, Central University of Finance and Economics, 2Department of Psychology, Renmin University of China, Beijing, China
 
Content:  
 
Purpose
 
To investigate how and when employees’ service performance will be influenced by service-oriented high-performance work systems (HPWS).
 
Design/Methodology
 
Gathering data across 92 branches of a large Chinese bank, we investigated 568 frontline service employees and their supervisors. We tested the hypotheses with hierarchical linear modeling.
 
Results
 
The results suggested that service-oriented HPWS affects employee service performance through the functions of employees’ service ability, customer orientation, and service climate perception simultaneously. Moreover, only when service-oriented HPWS consensus was high, the indirect effects of HPWS on service performance via service ability and customer orientation are significant.
 
Limitations
 
First, we have not used multi-phase data to examine the causal relationship. And we only tested hypotheses from a single industry which is banking, and we should collect data from other service industries to prove our findings again.
 
Research/Practical Implications
 
To facilitate employees to give excellent service to clients, organisations should invest in service-oriented HRM practices to improve their service ability, customer orientation, and service climate perception, making them able to, willing to, and have chances to perform high-quality service performance. Managers should also notice that even in the same group, different employees have different HRM perceptions.
 
Originality/Value
 
The research lets us understand better about how service-oriented HPWS can facilitate employee service performance and when this HPWS is effective or not.
 
 
 
 
 

 
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