Service-oriented high-performance work systems and service-oriented behaviours in public organizations: the mediating role of work engagement

ABSTRACT

Service orientation in the HRM system is a lever for public employees to serve the public even beyond their work roles. Our research seeks to understand how work engagement links service-oriented high-performance work systems (HPWSs) to public employees’ service-oriented behaviours. Employees and their managers from public legal service agencies in the Vietnamese context were recruited as participants in our research project. The research results demonstrated the role of employee work engagement in mediating the relationships between service-oriented HPWSs and service-oriented in-role performance as well as service-oriented organizational citizenship behaviour (OCB). The interactions were also found between service-oriented HPWSs and HRM system strength, as well as between service-oriented HPWSs and public service motivation in catalysing work engagement.

KEYWORDS:

• Service-oriented high-performance work systems (service-oriented HPWSs)
• work engagement
• HRM system strength
• public service motivation
• service-oriented in-role performance
• service-oriented organizational citizenship behaviour

Disclosure statement

No potential conflict of interest was reported by the author.

Additional information

Notes on contributors

Trong Tuan Luu

Trong Tuan Luu is currently a senior lecturer at Swinburne Business School, Swinburne University of Technology, Hawthorn, Australia. He received his master’s degree from Victoria University, Australia and PhD degree in management from Asian Institute of Technology (AIT), Thailand. His research interests include organizational behaviour, human resource management, and healthcare management in both private and public sector. Widely published his research has appeared in refereed academic journals such as Journal of Business Ethics, Public Management Review, Personnel Review, Group & Organization Management, Knowledge Management Research & Practice, Management Decision, Journal of Organizational Change Management, Leadership & Organization Development Journal, Tourism Management, Journal of Sustainable Tourism, International Journal of Contemporary Hospitality Management, Journal of Business and Industrial Marketing, Journal of Strategic Marketing, Marketing Intelligence & Planning, among others.