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Title: The effects of high performance work systems in employees' service-oriented OCB
Authors: Kloutsiniotis, Panagiotis V.
Mihail, Dimitrios M.
Type: Article
Subjects: FRASCATI::Social sciences::Economics and Business::Business and Management
Keywords: HPWS
High performance work systems
Justice climate
Service climate
Service-oriented OCB
Work engagement
Issue Date: Sep-2020
Publisher: ELSEVIER
Source: International journal of hospitality management
Volume: 90
First Page: 102610
Abstract: The present research investigates the effects of "High Performance Work Systems (HPWS)" on employees' "work engagement" and "service-oriented Organizational Citizenship Behavior (OCB)", through the development of a social and justice climate. In doing so, "Partial Least Squares Structural Equation Modeling (PLS-SEM)" was applied based on a convenient sample of 448 customer-contact hotel employees across ten Greek hotel organizations. In summary, the study reveals first the valuable contribution of HPWS towards the development of a justice and service climate, which in turn influence positively employees' work engagement. As a consequence, employees respond by exhibiting extra role behaviors and by engaging in service-oriented OCB. Overall, the findings clarify the mechanism behind the HPWS process, known as the "black-box", a valuable knowledge for professionals practicing Human Resource Management (HRM).
ISSN: 0278-4319
Other Identifiers: 10.1016/j.ijhm.2020.102610
Appears in Collections:Department of Business Administration

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