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

Research output: Contribution to Journal/Magazine › Journal article › peer-review

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Developing and leveraging human capital resource to promote service quality: testing a theory of performance. / Aryee, S.; Walumbwa, F. O.; Seidu, E. Y. M. et al.
In: Journal of Management, Vol. 42, No. 2, 02.2016, p. 480-499.

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Harvard

Aryee, S, Walumbwa, FO, Seidu, EYM & Otaye, LE 2016, 'Developing and leveraging human capital resource to promote service quality: testing a theory of performance', Journal of Management, vol. 42, no. 2, pp. 480-499. https://doi.org/10.1177/0149206312471394

APA

Aryee, S., Walumbwa, F. O., Seidu, E. Y. M., & Otaye, L. E. (2016). Developing and leveraging human capital resource to promote service quality: testing a theory of performance. Journal of Management, 42(2), 480-499. https://doi.org/10.1177/0149206312471394

Vancouver

Aryee S, Walumbwa FO, Seidu EYM, Otaye LE. Developing and leveraging human capital resource to promote service quality: testing a theory of performance. Journal of Management. 2016 Feb;42(2):480-499. Epub 2013 Jan 23. doi: 10.1177/0149206312471394

Author

Aryee, S. ; Walumbwa, F. O. ; Seidu, E. Y. M. et al. / Developing and leveraging human capital resource to promote service quality : testing a theory of performance. In: Journal of Management. 2016 ; Vol. 42, No. 2. pp. 480-499.

Bibtex

@article{c78af4b056084721abc36814eb13c7af,
title = "Developing and leveraging human capital resource to promote service quality: testing a theory of performance",
abstract = "Grounded in Vroom{\textquoteright}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. ",
keywords = "high performance work systems, Vroom's motivational framework, collective human capital , aggregated service orientation, service quality",
author = "S. Aryee and Walumbwa, {F. O.} and Seidu, {E. Y. M.} and Otaye, {L. E.}",
year = "2016",
month = feb,
doi = "10.1177/0149206312471394",
language = "English",
volume = "42",
pages = "480--499",
journal = "Journal of Management",
issn = "0149-2063",
publisher = "SAGE Publications Inc.",
number = "2",

}

RIS

TY - JOUR

T1 - Developing and leveraging human capital resource to promote service quality

T2 - testing a theory of performance

AU - Aryee, S.

AU - Walumbwa, F. O.

AU - Seidu, E. Y. M.

AU - Otaye, L. E.

PY - 2016/2

Y1 - 2016/2

N2 - 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.

AB - 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.

KW - high performance work systems

KW - Vroom's motivational framework

KW - collective human capital

KW - aggregated service orientation

KW - service quality

U2 - 10.1177/0149206312471394

DO - 10.1177/0149206312471394

M3 - Journal article

VL - 42

SP - 480

EP - 499

JO - Journal of Management

JF - Journal of Management

SN - 0149-2063

IS - 2

ER -