“…By addressing these interrelated questions, this study makes two contributions to the literature. First, as the two antecedents are critical to shaping employees' experience of work (Leroy et al, ), research that seeks to illuminate our understanding of how to sustainably manage human resources for long‐term organisational viability (Kowalski & Loretto, ) must include HPWS and leadership as well as employee and organisationally relevant outcomes (Guest, ; Kowalski & Loretto, ; Van De Voorde et al, ; Wood & Ogbonnaya, ). Indeed, our study addresses Kowalski and Lorreto's (, p. 2238) observation of a dearth of research that has explored “the triadic relationship between HRM ( leadership ), well‐being and performance.” Furthermore, and in contrast to prior research that examined generic versions of these contextual antecedents, our focus on both strategically oriented HPWS and leadership signals the organisational priority attached to service quality and the inherent normative expectations that ultimately shape frontline employees' experience of work (Hong, Liao, Hu, & Jiang, ).…”