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In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?

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  • Asante, Daniel
  • Tang, Chunyong
  • Kwamega, Michael
  • Asante, Eric Adom

Abstract

Integrating social exchange and psychological contract theories, this study examines how perceived service-oriented high-performance work systems (service-oriented HPWS) augment high-contact service organizations to improve their service encounter quality. In addition, it also tests the impact of psychological contract fulfillment, innovative work behavior, and prosocial service behavior as parallel and serial mediating variables in the relationship between service-oriented HPWS and service encounter quality. Using survey data collected in three-time lags from 394 full-time frontline employees and their customers across high-contact service contexts, direct and indirect effects of service-oriented HPWS on service encounter quality were tested employing structural equation modeling. The results revealed that service-oriented HPWS is positively associated with service encounter quality via psychological contract fulfillment, innovative work behavior, and prosocial service behavior. The study contributes to the extant literature by integrating social exchange and psychological contract theories in explicating the impact of service-oriented HPWS on service encounter quality.

Suggested Citation

  • Asante, Daniel & Tang, Chunyong & Kwamega, Michael & Asante, Eric Adom, 2022. "In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    • Handle: RePEc:eee:joreco:v:68:y:2022:i:c:s0969698922001308
    DOI: 10.1016/j.jretconser.2022.103037
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    3. Abrokwah, Eugene & Rachayeeta, Priti & Affum-Osei, Emmanuel & Yeboah, Gifty & Agyare, Collins & Boadi, Evans Asante, 2023. "Engaging in unpaid jobs out of free will: an attribution theory perspective on the effects of supervisor support attributions on volunteers' service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    4. Yang, Qiang & Wang, Zhong-Sen & Feng, Kun & Tang, Qiu-Yu, 2024. "Investigating the crucial role of logistics service quality in customer satisfaction for fresh e-commerce: A mutually validating method based on SERVQUAL and service encounter theory," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).

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