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Leveraging perceived HPWS to improve service encounter quality in high-contact service industries
Affiliation:1. Southwest Jiaotong University, School of Economics and Management, 610031, Chengdu, China;2. Hong Kong Metropolitan University, Lee Shau Kee School of Business Administration, 30 Good Shepherd St, Ho Man Tin, Hong Kong;3. Sichuan Agricultural University, College of Economics and Management, Chengdu, China;4. University of Cape Coast, School of Medical Sciences, Cape Coast, Ghana;1. College of Economics and Management, China Agricultural University, 17 Qinghua E Rd, Haidian District, Beijing, PR China;2. School of Business, Renmin University of China, No. 59 Zhongguancun Street, Haidian District, Beijing, 100872, PR China;1. Department of Transportation and Logistics Management, National Yang Ming Chiao Tung University 4F, 118 Chung Hsiao W. Rd., Sec. 1, Taipei, 10012, Taiwan;2. Department of Transportation and Logistics Management, National Yang Ming Chiao Tung University, Assembly Building 1, 1001 Daxue Rd., East Dist., Hsinchu, 30010, Taiwan;1. Department of Industrial Engineering, Ferdowsi University of Mashhad, Iran;2. College of Management Science, University of Massachusetts, Boston, USA;1. China Institute of FTZ Supply Chain, Shanghai Maritime University, Shanghai, 201306, China;2. Yonsei Frontier Lab, Yonsei University, Seoul, South Korea;3. Center for Sustainable Supply Chain Engineering, Department of Technology and Innovation, Danish Institute for Advanced Study, University of Southern Denmark, Campusvej 55, Odense M, Denmark;4. School of Business, Public Policy and Social Entrepreneurship, Dr. B. R. Ambedkar University Delhi, India;5. Department of Operational Research, University of Delhi, Delhi, India;6. School of Business, Woxsen University, Sadasivpet, Telangana, India;1. Department of Business Administration, Alma College, Alma, USA;2. Department of Kinesiology, Michigan State University, East Lansing, USA;3. Global Urban and Infrastructure Research Center of the Institute of Urban Science, University of Seoul, Seoul, South Korea;1. QUT Business School, Queensland University of Technology, 2 George Street, PO Box 2434, Brisbane, Queensland, 4001, Australia;2. EGADE Business School, Tecnológico de Monterrey, Av. Eugenio Garza Sada 2501, Col. Tecnológico, c.p. 64700, Monterrey, Nuevo León, Mexico
Abstract:This study utilizes social exchange theory to explicate how perceived high-performance work systems (perceived HPWS) improve service encounter quality through overall justice and psychological contract fulfillment processes. We amassed survey responses from focal employees and their respective customers in three waves. Structural equation modeling was employed to test the impact of perceived HPWS on service encounter quality via overall justice and psychological contract fulfillment. Results from structural equation modeling affirmed a positive and direct association between perceived HPWS and service encounter quality. Additionally, the positive relationship between perceived HPWS and service encounter quality was uniquely and serially mediated by overall justice and psychological contract fulfillment. The current study makes a novel contribution by revealing how high-contact service organizations can leverage frontline employees' (rather than managers') perception of HPWS to optimize service encounter quality.
Keywords:Perceived HPWS  Service encounter quality  Overall justice  Psychological contract fulfillment
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