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
Full text not available from this repository.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.