Developing and leveraging human capital resource to promote service quality:testing a theory of performance

Aryee, S. and Walumbwa, F. O. and Seidu, E. Y. M. and Otaye, L. E. (2016) Developing and leveraging human capital resource to promote service quality:testing a theory of performance. Journal of Management, 42 (2). pp. 480-499. ISSN 0149-2063

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Abstract

Grounded in Vroom’s motivational framework of performance, we examine the interactive influence of collective human capital (ability) and aggregated service orientation (motivation) on the cross-level relationship between high-performance work systems (HPWS) and individual-level service quality. Results of hierarchical linear modeling (HLM) revealed that HPWS related to collective human capital and aggregated service orientation, which in turn related to individual-level service quality. Furthermore, both HLM and ordinary least squares regression analyses revealed a cross-level interaction effect of collective human capital and aggregated service orientation such that high levels of collective human capital and aggregated service orientation influence individual-level service quality.

Item Type:
Journal Article
Journal or Publication Title:
Journal of Management
Uncontrolled Keywords:
/dk/atira/pure/subjectarea/asjc/1400/1408
Subjects:
ID Code:
64752
Deposited By:
Deposited On:
23 May 2013 10:57
Refereed?:
Yes
Published?:
Published
Last Modified:
01 Jul 2020 01:14