Service-oriented high performance human resource practices and proactive work behavior: A moderated mediation model

ABSTRACT

Service-oriented high-performance human resource practices are a very useful tool for ensuring service quality in the hospitality and tourism industry. Based on the social exchange theory, social learning theory, and the human resource management-performance model, this study investigates how and when service-oriented high-performance human resource practices influence positive employee behaviors. The purpose of this study is to investigate the role of service-oriented high-performance human resource practices on proactive work behavior. The study further investigates the mediating role of service orientation and the moderating role of service leadership in this relationship. Data were analyzed using PROCESS macro. The results of the study revealed that service-oriented high-performance human resource practices directly trigger proactive work behavior, and service orientation has a mediating role in this relationship. Furthermore, service leadership has a moderated mediation role in the effect of service-oriented high-performance human resource practices on proactive work behavior through service orientation.

摘要

以服务为导向的高绩效人力资源实践在酒店和旅游业中确保服务质量方面发挥着重要作用。本研究基于社会交换理论、社会学习理论以及人力资源管理绩效模型，探讨了以服务为导向的高绩效人力资源实践如何影响员工的主动工作行为，并研究了这种影响何时发生。本研究旨在探究服务导向的高绩效人力资源实践在促进主动工作行为中的作用，同时进一步研究了服务取向在这一关系中的中介作用以及服务领导在其中的调节作用。研究数据使用PROCESS 宏进行分析。研究结果表明，以服务为导向的高绩效人力资源实践直接激发了员工的主动工作行为，而服务取向在这一关系中起到了中介作用。此外，服务领导在以服务为导向的高绩效人力资源实践通过服务取向对员工主动工作行为的影响中具有调节中介作用。

KEYWORDS:

• Service-oriented high performance human resource practices
• proactive work behavior
• service orientation
• service leadership

关键词:

• 以服务为导向的高绩效人力资源实践;主动工作行为;服务取向;服务领导

Disclosure statement

No potential conflict of interest was reported by the author(s).