Developing and Leveraging Human Capital Resource to Promote Service Quality: Testing a Theory of Performance

Developing and Leveraging Human Capital Resource to Promote Service Quality: Testing a Theory of Performance

Grounded in Vroom’s motivational framework of performance, we examine the interactive influence of collective human capital (ability) and aggregated service orientation (motivation) on the cross-level relationship between high-performance work systems (HPWS) and individual-level service quality. Res...

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Veröffentlicht in:Journal of management 2016-02, Vol.42 (2), p.480-499
Hauptverfasser: Aryee, Samuel, Walumbwa, Fred O., Seidu, Emmanuel Y. M., Otaye, Lilian E.
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Sprache:eng
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High performance systems
Human capital
Management theory
Mathematical models
Quality of service
Regression analysis
Studies
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container_issue 2
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container_title Journal of management
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creator Aryee, Samuel
Walumbwa, Fred O.
Seidu, Emmanuel Y. M.
Otaye, Lilian E.
description Grounded in Vroom’s motivational framework of performance, we examine the interactive influence of collective human capital (ability) and aggregated service orientation (motivation) on the cross-level relationship between high-performance work systems (HPWS) and individual-level service quality. Results of hierarchical linear modeling (HLM) revealed that HPWS related to collective human capital and aggregated service orientation, which in turn related to individual-level service quality. Furthermore, both HLM and ordinary least squares regression analyses revealed a cross-level interaction effect of collective human capital and aggregated service orientation such that high levels of collective human capital and aggregated service orientation influence individual-level service quality.
doi_str_mv 10.1177/0149206312471394
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subjects High performance systems
Human capital
Management theory
Mathematical models
Quality of service
Regression analysis
Studies
title Developing and Leveraging Human Capital Resource to Promote Service Quality: Testing a Theory of Performance
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