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Service-oriented high-performance human resource practices and employee service performance: A test of serial mediation and moderation models

Published online by Cambridge University Press:  12 June 2020

Mert Gürlek Open the ORCID record for Mert Gürlek [Opens in a new window]  and
Akyay Uygur
Mert Gürlek*
Affiliation:
School of Tourism and Hotel Management, Mehmet Akif Ersoy University, 15030Burdur, Turkey
Akyay Uygur
Affiliation:
Tourism Faculty, Ankara Hacı Bayram Veli University, Gölbası 06830, Ankara, Turkey
*
*Corresponding author. Email: [email protected]
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Abstract

This research aims to reveal how and under what conditions service-oriented high-performance human resource practices (HR) influence employee service performance (ESP). Data were gathered from full-time hotel employees and line managers. In total, 1,525 questionnaire forms were acquired. While respondent employees had filled in the questionnaire form containing independent, mediator, and moderator variables, line managers filled in the questionnaire form containing the dependent variable. The research results demonstrate that HR attributions, trust in the organization, and affective commitment serially mediate the relationship between service-oriented high-performance HR practices and ESP. In addition, the results point out the moderating roles of person–supervisor fit and person–vocation fit. As a result, the current research contributes to the literature by way of revealing how and under what conditions the service-oriented high-performance HR practices affect ESP.

Keywords

service-oriented high-performance human resource practicesemployee service performanceHR attributionsperson–environment fit
Type
Research Article
Information
Journal of Management & Organization , Volume 27 , Issue 1 , January 2021 , pp. 197 - 233
Copyright
Copyright © Cambridge University Press and Australian and New Zealand Academy of Management 2020

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