The Impact of High-Commitment HR Practices on Hotel Employees' Proactive Customer Service Performance

被引：107
作者：
Chen, Mengyuan [1 ]
Lyu, Yijing [2 ]
Li, Yan [3 ]
Zhou, Xing [4 ]
Li, Weiwen [5 ]
机构：
[1] Shandong Univ, Dept Management, Jinan, Peoples R China
[2] Shanghai Univ Finance & Econ, Dept Tourism Management, Shanghai, Peoples R China
[3] Xiamen Univ, Management, Xiamen, Peoples R China
[4] Xiamen Univ, Tourism Management, Xiamen, Peoples R China
[5] Sun Yat Sen Univ, Management, Guangzhou 510275, Guangdong, Peoples R China
来源：
CORNELL HOSPITALITY QUARTERLY | 2017年 / 58卷 / 01期
基金：
中国国家自然科学基金;
关键词：
proactive customer service performance (PCSP); high-commitment human resource (HR) practices; proactive motivation model; cross-level analysis; PERCEIVED ORGANIZATIONAL SUPPORT; HUMAN-RESOURCE PRACTICES; GENERAL SELF-EFFICACY; WORK SYSTEMS; FIT INDEXES; FIRM PERFORMANCE; MANAGEMENT; BEHAVIOR; VALIDATION; EXCHANGE;
D O I：
10.1177/1938965516649053
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
To explore the organizational antecedents of proactive customer service performance (PCSP), we developed and tested a multi-level model of the impact of high-commitment human resource (HR) practices on PCSP in the hospitality industry. Drawing on the proactive motivation model, the mediating roles of work-related self-efficacy, perceived organizational support, and harmonious passion for work are examined simultaneously in the relationship between high-commitment HR practices and PCSP. Using time-lagged data from 94 hotels in China, we found that high-commitment HR practices positively influenced service employees' PCSP via work-related self-efficacy, perceived organizational support, and harmonious passion for work. We discuss the theoretical and managerial implications of this research and also give some suggestions on how to effectively adopt and implement high-commitment HR practices.
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页码：94 / 107
页数：14
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