The effects of high performance work systems in employees’ service-oriented OCB

Kloutsiniotis, Panagiotis V.; Mihail, Dimitrios M.

doi:10.1016/j.ijhm.2020.102610

Cited by 107 publications

(119 citation statements)

References 106 publications

(187 reference statements)

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“…Following recent recommendations [87] PLS-SEM was chosen for the following reasons: (1) the sample is not excessively large (N = 494), and PLS-SEM works well with limited sample sizes; (2) the distribution of the data is nonnormal, and PLS-SEM does not make any specific assumptions about distributions; and (3) the proposed model includes formative constructs (i.e., HPWS). In line with previous research, HPWS was treated as a "reflectiveformative" higher-order component [88]. This means that several underlying dimensions that are distinct in nature (i.e., different HRM practices), are combined into the higher-order construct of HPWS.…”

Section: Discussionmentioning

confidence: 85%

Effects of High-Performance Work Systems (HPWS) on Hospitality Employees’ Outcomes through Their Organizational Commitment, Motivation, and Job Satisfaction

et al. 2021

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The purpose of this research is to examine the underlying mechanisms inside the so-called black box that relate high performance work systems (HPWS) with employees’ well-being and job performance in hospitality. We surveyed a sample of 494 hotel workers to test a research model that related the following variables: HPWS, organizational commitment, motivation, job satisfaction, quality of life (QoL), and individual job performance. Structural equation modelling, namely through PLS-SEM, was conducted. We confirmed that HPWS directly influence employees’ motivation, organizational commitment, job satisfaction, and QoL. Additionally, workers’ motivation and organizational commitment positively influence job satisfaction, which, in turn, enhances workers’ QoL. Moreover, job satisfaction and quality of life significantly predicted individual job performance. This study contributes to unlocking the so-called black box relating HPWS with job outcomes as well as to the growing body of research that relates employees’ well-being with performance. From a managerial point of view, hospitality firms should prioritize investment in HPWS, as its design and implementation affects employees’ attitudes and behaviors. Future lines of research should consider bundles of practices instead of the whole HPWS effects on employees’ attitudes and behaviors.

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Section: Discussionmentioning

confidence: 85%

Effects of High-Performance Work Systems (HPWS) on Hospitality Employees’ Outcomes through Their Organizational Commitment, Motivation, and Job Satisfaction

et al. 2021

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“…PLS-SEM has been specifically used in investigations on economic sustainability [69][70][71], social sustainability [69,70] and environmental sustainability [69,70] in the context of organizations. In addition, it is common to use this methodology in studies on management [68,72], marketing [73][74][75][76] and tourism [77,78].There is analysis implementing this statistical method (PLS-SEM) in the context of tourist destinations [79], hotel management [80][81][82] and eWOM generation [3,45]. Currently, models of structural equations are the most commonly used methodology for causal analysis in social sciences, and the PLS technique is becoming more relevant in research, due to the advantages of their use.…”

Section: Methodsmentioning

confidence: 99%

Management of Tourist Destinations: The Expectations of Guests on eWOM Generation in Maldonado (Uruguay)

2020

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The purpose of this paper is to examine the importance of exceeding the expectations of guests to generate greater satisfaction, in order to offer an unforgettable experience and generate more comments on the Web 2.0 in the context of tourism. Structural equation models were used. The data for the analysis were obtained from a sample of residents of the Maldonado-Punta del Este conurbation (Uruguay), who were asked about their last overnight stay. The proposed structural equation model was tested using the partial least square (PLS) technique. The results show that exceeding the expectations of guests is essential for the clients’ experience and very important for the satisfaction with the stay at the hotel. The generation of online comments (electronic word-of-mouth (eWOM)) is also strongly influenced by emotional experiences. Exceeding the expectations of trained clients and surprising them with new services and experiences is the essence of luxury offers. The main practical implication is that exceeding expectations is the key to eWOM, and this means that managers must be involved in a perpetual process of service innovation.

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“…On the other hand, stress can be a general factor that significantly reduces employee engagement. Elimination of the stressor intensity may increase the engagement rates [10], [11], [12].…”

Section: Introductionmentioning

confidence: 99%

Relationship between Employee Engagement, Job Satisfaction and Potential Turnover

Reissová¹,

Papay²

2021

TEM Journal

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High employee engagement (EE) is associated with high work performance therefore; it is in the center of attention of researchers and HR managers. The aim of the study was to determine the level of employee engagement in the exposed workplace and to verify whether there are relationships between employee engagement, job satisfaction and potential labor turnout. Based on a survey conducted with operators (N=257) in call centers, where the rate of fluctuation is high, these relationships were confirmed. It was found that the level of EE may not be low even at a demanding workplace. It was also verified that EE has a positive effect on job satisfaction and at the same time negatively affects potential turnover.

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The effects of high performance work systems in employees’ service-oriented OCB

Abstract: Highlights The findings reveal the actual process through which HPWS operates. First, HPWS contributes to the creation of a justice and service climate. Secondly, justice and service climates influence employees’ work engagement. Finally, engaged employees exhibit service-oriented OCB.

Cited by 107 publications

References 106 publications

Effects of High-Performance Work Systems (HPWS) on Hospitality Employees’ Outcomes through Their Organizational Commitment, Motivation, and Job Satisfaction

Effects of High-Performance Work Systems (HPWS) on Hospitality Employees’ Outcomes through Their Organizational Commitment, Motivation, and Job Satisfaction

Management of Tourist Destinations: The Expectations of Guests on eWOM Generation in Maldonado (Uruguay)

Relationship between Employee Engagement, Job Satisfaction and Potential Turnover

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