High Performance Work Systems for Service Quality: Boundary Conditions and Influence Processes
Abstract
Drawing on agency theory and the resource-based view, this study examines the moderating effect of hotel ownership structure on the relationship between high-performance work systems for service quality (HPWS-SQs) and service performance as well as the curvilinear relationship between hotel service performance and hotel profitability. Results from surveys and archival data of 126 hotels showed that when hotels were owned and operated by brands,...
Paper Details
Title
High Performance Work Systems for Service Quality: Boundary Conditions and Influence Processes
Published Date
Aug 11, 2016
Journal
Volume
56
Issue
5
Pages
747 - 767
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