Pushing forward high-performance work systems in the hotel industry: A procedural-justice climate to promote higher unit-level outcomes

被引：16

作者：

Yang, Jaewan ^{[1
]}

Kim, Youngsang ^{[2
]}

Kim, Peter B. ^{[3
]}

机构：

[1] Hankuk Univ Foreign Studies, Coll Business, 107 Imun Ro, Seoul 02450, South Korea

[2] Sungkyunkwan Univ, SKK Business Sch, 25-2 Seonggyungwan Ro, Seoul 03063, South Korea

[3] Auckland Univ Technol, Sch Hospitality & Tourism, 423 WH Bldg,49 Wellesley St East, Auckland 1010, New Zealand

来源：

TOURISM MANAGEMENT | 2021年 / 87卷

关键词：

Collective organizational citizenship behavior (OCB); High-performance work system (HPWS); Organizational service performance; Procedural-justice climate; Hotels; HUMAN-RESOURCE MANAGEMENT; ORGANIZATIONAL CITIZENSHIP BEHAVIOR; SOCIAL-EXCHANGE THEORY; FIRM PERFORMANCE; MEDIATING ROLE; EMPLOYEE PERCEPTIONS; JOB-SATISFACTION; HR PRACTICES; SERVICE; CONSEQUENCES;

D O I：

10.1016/j.tourman.2021.104385

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

In this study, we examine how the high-performance work system (HPWS) can be used to promote positive employee behavior leading to higher organizational service performance in the hotel industry. Specifically, we suggest that the collective organizational citizenship behavior (OCB) of employees links the HPWS to organizational service performance, and a stronger procedural-justice climate of a hotel strengthens the relationship between the HPWS and the collective OCB. Using multi-source data drawn from 5290 employees across 180 independent franchise hotels in North America and customer feedback on each surveyed hotel, we found that the collective OCB mediates the relationship between the HPWS and organizational service performance, and when hotels have a stronger procedural-justice climate, the mediating effect is more salient. The implications of these findings for tourism researchers and practitioners are discussed.

引用

页数：11

共 88 条

[51] Do They See Eye to Eye? Management and Employee Perspectives of High-Performance Work Systems and Influence Processes on Service Quality [J].