Home > Research > Publications & Outputs > Developing and leveraging human capital resourc...

Links

Text available via DOI:

View graph of relations

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

Research output: Contribution to journalJournal article

Published
Close
<mark>Journal publication date</mark>02/2016
<mark>Journal</mark>Journal of Management
Issue number2
Volume42
Number of pages20
Pages (from-to)480-499
<mark>State</mark>Published
Early online date23/01/13
<mark>Original language</mark>English

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.