Strategically-focused and employee-experienced work system: Service quality as an objective

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

Research output: Contribution to conferencePaper

Abstract

Integrating strategic human resource management and service management literatures, we propose a high performance work system for service quality (HPWS-SQ), articulate the differences and relationship between management practices of and employee individually-experienced HPWS-SQ, and examine how HPWS-SQ influences service outcomes. Data collected in three phases from five sources in banking service reveal that employee-experienced HPWS-SQ enhances employee individual service performance by enhancing employee human capital, psychological empowerment, and perceived organizational support. In addition, management practices of HPWS-SQ influence employee outcomes partially via the mediation of employee-experienced HPWS-SQ. Further, employee collective knowledge-intensive service performance is associated with branch customer overall satisfaction.

Original languageEnglish
Publication statusPublished - 1 Dec 2007
Event67th Annual Meeting of the Academy of Management, AOM 2007 - Philadelphia, PA, United States
Duration: 3 Aug 20078 Aug 2007

Conference

Conference67th Annual Meeting of the Academy of Management, AOM 2007
CountryUnited States
CityPhiladelphia, PA
Period3/08/078/08/07

Keywords

  • Customer satisfaction
  • Service management
  • Strategic HRM

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    Liao, H., Toya, K., Lepak, D. P., & Hong, Y. (2007). Strategically-focused and employee-experienced work system: Service quality as an objective. Paper presented at 67th Annual Meeting of the Academy of Management, AOM 2007, Philadelphia, PA, United States.