Do They See Eye to Eye? Management and Employee Perspectives of High-Performance Work Systems and Influence Processes on Service Quality

Hui Liao, Keiko Toya, David P. Lepak, Ying Hong

Research output: Contribution to journalArticle

440 Citations (Scopus)

Abstract

Extant research on high-performance work systems (HPWSs) has primarily examined the effects of HPWSs on establishment or firm-level performance from a management perspective in manufacturing settings. The current study extends this literature by differentiating management and employee perspectives of HPWSs and examining how the two perspectives relate to employee individual performance in the service context. Data collected in three phases from multiple sources involving 292 managers, 830 employees, and 1,772 customers of 91 bank branches revealed significant differences between management and employee perspectives of HPWSs. There were also significant differences in employee perspectives of HPWSs among employees of different employment statuses and among employees of the same status. Further, employee perspective of HPWSs was positively related to individual general service performance through the mediation of employee human capital and perceived organizational support and was positively related to individual knowledge-intensive service performance through the mediation of employee human capital and psychological empowerment. At the same time, management perspective of HPWSs was related to employee human capital and both types of service performance. Finally, a branch's overall knowledge-intensive service performance was positively associated with customer overall satisfaction with the branch's service.

Original languageEnglish
Pages (from-to)371-391
Number of pages21
JournalJournal of Applied Psychology
Volume94
Issue number2
DOIs
Publication statusPublished - 1 Mar 2009

Keywords

  • customer satisfaction
  • employee performance
  • high-performance work systems for service quality
  • human capital and motivation
  • strategic human resource management

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