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

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  • Gürlek, Mert
  • Uygur, Akyay

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.

Suggested Citation

  • Gürlek, Mert & Uygur, Akyay, 2021. "Service-oriented high-performance human resource practices and employee service performance: A test of serial mediation and moderation models," Journal of Management & Organization, Cambridge University Press, vol. 27(1), pages 197-233, January.
    • Handle: RePEc:cup:jomorg:v:27:y:2021:i:1:p:197-233_11
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    Cited by:

    1. Chen, Hong & Liu, Bei & Li, Yi & Cai, Yujie, 2022. "The relationship between negative life events and resilience among Chinese service employees: Nonlinearly moderated by lifestyle habits," Journal of Asian Economics, Elsevier, vol. 80(C).
    2. Mary Monica Jiony & Tek Yew Lew & Daria Gom & Geoffrey Harvey Tanakinjal & Stephen Sondoh, 2021. "Influence of Cultural Intelligence and Psychological Capital on Service Quality: A Study of the Hotel Industry in Sabah, Malaysia," Sustainability, MDPI, vol. 13(19), pages 1-20, September.

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