508
Views
0
CrossRef citations to date
0
Altmetric
Research Article

High-performance work system in service sector: review and framework development

服务业的高绩效工作系统:审查和框架开发

&
Received 09 Jan 2023, Accepted 21 Jul 2023, Published online: 28 Jul 2023

References

  • Alothmany, R., Jiang, Z., & Manoharan, A. (2022). Linking high-performance work systems to affective commitment, job satisfaction, and career satisfaction: Thriving as a mediator and wasta as a moderator. International Journal of Human Resource Management, https://doi.org/10.1080/09585192.2022.2157681
  • Ananthram, S., Xerri, M. J., Teo, S. T. T., & Connell, J. (2018). High-performance work systems and employee outcomes in Indian call centres: A mediation approach. Personnel Review, 47(4), 931–950. https://doi.org/10.1108/PR-09-2016-0239
  • Appelbaum, E., & Batt, R. (1994). The New American workplace. ILR Press.
  • Arthur, J. B. (1994). Effects of human resource systems on manufacturing performance and turnover. Academy of Management Journal, 37(3), 670–687. https://doi.org/10.2307/256705
  • Arthur, J. B., Herdman, A. O., & Yang, J. (2021). Which Way to high performance? Comparing [1]performance effects of high-performance work system components in small- to medium-sized establishments. ILR Review, 74(2), 352–387. https://doi.org/10.1177/0019793919893668
  • Aryee, S., Walumbwa, F. O., Seidu, E. Y. M., & Otaye, L. E. (2012). Impact of high-performance work systems on individual- and branch-level performance: Test of a multilevel model of intermediate linkages. Journal of Applied Psychology, 97(2), 287–300. https://doi.org/10.1037/a0025739
  • Asante, D., Tang, C., Kwamega, M., & Asante, E. A. (2022). In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries? Journal of Retailing and Consumer Services, 68. https://doi.org/10.1016/j.jretconser.2022.103037
  • Ashiru, J. A., Erdil, G. E., & Oluwajana, D. (2022). The linkage between high performance work systems on organizational performance, employee voice and employee innovation. Journal of Organizational Change Management, 35(1), 1–17. https://doi.org/10.1108/JOCM-02-2021-0039
  • Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99–120. https://doi.org/10.1177/014920639101700108
  • Barney, J., Wright, M., & Ketchen, D. J. (2001). The resource-based view of the firm: Ten years after 1991. Journal of Management, 27(6), 625–641. https://doi.org/10.1177/014920630102700601
  • Bartram, T., Cooper, B., Cooke, F. L., & Wang, J. (2021). High-performance work systems and job performance: The mediating role of social identity, social climate and empowerment in Chinese banks. Personnel Review, 50(1), 285–302. https://doi.org/10.1108/PR-08-2019-0425
  • Bartram, T., Karimi, L., Leggat, S. G., & Stanton, P. (2014). Social identification: Linking high performance work systems, psychological empowerment and patient care. The International Journal of Human Resource Management, 25(17), 2401–2419. https://doi.org/10.1080/09585192.2014.880152
  • Becker, B., & Gerhart, B. (1996). The impact of human resource management on organizational performance: Progress and prospects. Academy of Management Journal, 39(4), 779–801. https://doi.org/10.2307/256712
  • Becker, B. E., & Huselid, M. A. (1998). High performance work systems and firm performance : A synthesis of research and. Personnel, 16(August), 53–101. http://www.markhuselid.com/pdfs/articles/1998_Research_in_PHRM_Paper.pdf
  • Beckmann, M., Garkisch, M., & Zeyen, A. (2021). Together we are strong? A systematic literature review on how SMEs use relation-based collaboration to operate in rural areas. Journal of Small Business & Entrepreneurship, https://doi.org/10.1080/08276331.2021.1874605
  • Behravesh, E., Tanova, C., & Abubakar, A. M. (2020). Do high-performance work systems always help to retain employees or is there a dark side? The Service Industries Journal, 40(11–12), 825–845. https://doi.org/10.1080/02642069.2019.1572748
  • Beltrán-Martín, I., Bou-Llusar, J. C., Roca-Puig, V., & Escrig-Tena, A. B. (2017). The relationship between high performance work systems and employee proactive behaviour: Role breadth self-efficacy and flexible role orientation as mediating mechanisms. Human Resource Management Journal, 27(3), 403–422. https://doi.org/10.1111/1748-8583.12145
  • Birkel, H., & Müller, J. M. (2021). Potentials of industry 4.0 for supply chain management within the triple bottom line of sustainability – A systematic literature review. Journal of Cleaner Production, 289), https://doi.org/10.1016/j.jclepro.2020.125612
  • Bonias, D., Bartram, T., Leggat, S. G., & Stanton, P. (2010). Does psychological empowerment mediate the relationship between high performance work systems and patient care quality in hospitals? Asia Pacific Journal of Human Resources, 48(3), 319–337. https://doi.org/10.1177/1038411110381667
  • Boselie, P. (2010). High performance work practices in the health care sector: A Dutch case study. International Journal of Manpower, 31(1), 42–58. https://doi.org/10.1108/01437721011031685
  • Bowen, D. E., & Schneider, B. (2014). A service climate synthesis and future research agenda. Journal of Service Research, 17(1), 5–22. https://doi.org/10.1177/1094670513491633
  • Bowling, N. A., Alarcon, G. M., Bragg, C. B., & Hartman, M. J. (2015). A meta-analytic examination of the potential correlates and consequences of workload. Work and Stress, 29(2), 95–113. https://doi.org/10.1080/02678373.2015.1033037
  • Boxall, P. (2012). High-performance work systems: What, why, how and for whom? Asia Pacific Journal of Human Resources, 50(2), 169–186. https://doi.org/10.1111/j.1744-7941.2011.00012.x
  • Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101. https://doi.org/10.1191/1478088706qp063oa
  • Caiado, R. G. G., de Freitas Dias, R., Mattos, L. V., Quelhas, O. L. G., & Leal Filho, W. (2017). Towards sustainable development through the perspective of eco-efficiency - A systematic literature review. Journal of Cleaner Production, 165, 890–904. https://doi.org/10.1016/j.jclepro.2017.07.166
  • Caniëls, M. C. J., & Veld, M. (2019). Employee ambidexterity, high performance work systems and innovative work behaviour: How much balance do we need? International Journal of Human Resource Management, 30(4), 565–585. https://doi.org/10.1080/09585192.2016.1216881
  • Chang, H., Son, S. Y., & Pak, J. (2020). How Do leader–member interactions influence the HRM–performance relationship? A multiple exchange perspective. Human Performance, 33(4), 282–301. https://doi.org/10.1080/08959285.2020.1746315
  • Chang, P. C., & Chen, S. J. (2011). Crossing the level of employee’s performance: HPWS, affective commitment, human capital, and employee job performance in professional service organizations. International Journal of Human Resource Management, 22(4), 883–901. https://doi.org/10.1080/09585192.2011.555130
  • Chang, Y. Y. (2015). A multilevel examination of high-performance work systems and unit-level organisational ambidexterity. Human Resource Management Journal, 25(1), 79–101. https://doi.org/10.1111/1748-8583.12061
  • Chigeda, F., Ndofirepi, T. M., & Steyn, R. (2022). Continuance in organizational commitment: The role of emotional intelligence, work-life balance support, and work-related stress. Global Business and Organizational Excellence, 42(1), 22–38. https://doi.org/10.1002/joe.22172
  • Cho, S., Woods, R. H., (Shawn) Jang, S. C., & Erdem, M. (2006). Measuring the impact of human resource management practices on hospitality firms’ performances. International Journal of Hospitality Management, 25(2), 262–277. https://doi.org/10.1016/j.ijhm.2005.04.001
  • Choi, J.-H. (2014). Who should be the respondent? Comparing predictive powers between managers' and employees' responses in measuring high-performance work systems practices. The International Journal of Human Resource Management, 25(19), 2667–2680. http://dx.doi.org/10.1080/09585192.2014.890121
  • Choi, L., & Lotz, S. (2016). Motivations leading to customer citizenship behavior in services: Scale development and validation. Journal of Consumer Marketing, 33(7), 539–551. https://doi.org/10.1108/JCM-01-2016-1683
  • Chuang, C. H., & Liao, H. (2010). Strategic human resource management in service context: Taking care of business by taking care of employees and customers. Personnel Psychology, 63(1), 153–196. https://doi.org/10.1111/j.1744-6570.2009.01165.x
  • Combs, J., Liu, Y., Hall, A., & Ketchen, D. (2006). How much do high-performance work practices matter? A meta-analysis of their effects on organizational performance. Personnel Psychology, 59(3), 501–528. https://doi.org/10.1111/j.1744-6570.2006.00045.x
  • Connolly, P., & McGing, G. (2007). High performance work practices and competitive advantage in the Irish hospitality sector. International Journal of Contemporary Hospitality Management, 19(3), 201–210. https://doi.org/10.1108/09596110710739903
  • Cooke, F. L., Cooper, B., Bartram, T., Wang, J., & Mei, H. (2019). Mapping the relationships between high-performance work systems, employee resilience and engagement: A study of the banking industry in China. International Journal of Human Resource Management, 30(8), 1239–1260. https://doi.org/10.1080/09585192.2015.1137618
  • Datta, D. K., Guthrie, J. P., & Wright, P. M. (2005). Human resource management and labor productivity: Does industry matter? Academy of Management Journal, 48(1), 135–145. https://doi.org/10.5465/AMJ.2005.15993158
  • de Beer, L. T., Pienaar, J., & Rothmann, S. (2015). Work overload, burnout, and psychological ill-health symptoms: A three-wave mediation model of the employee health impairment process. Anxiety, Stress and Coping, 29(4), 387–399. https://doi.org/10.1080/10615806.2015.1061123
  • Demerouti, E., Nachreiner, F., Bakker, A. B., & Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of Applied Psychology, 86(3), 499–512. https://doi.org/10.1037/0021-9010.86.3.499
  • Denyer, D., & Tranfield, D. (2009). Producing a Systematic Review. The SAGE Handbook of Organizational Research Methods. https://psycnet.apa.org/record/2010-00924-039
  • Donthu, N., Kumar, S., Mukherjee, D., Pandey, N., & Lim, W. M. (2021). How to conduct a bibliometric analysis: An overview and guidelines. Journal of Business Research, 133, 285–296. https://doi.org/10.1016/j.jbusres.2021.04.070
  • Edgar, F., Zhang, J. A., & Blaker, N. M. (2019). AMO, high-performance work systems and employee performance. Academy of Management Proceedings, 2019(1), 11358. https://doi.org/10.5465/ambpp.2019.11358abstract
  • Edgar, F., Zhang, J. A., & Blaker, N. M. (2020). The HPWS and AMO: A dynamic study of system- and individual-level effects. International Journal of Manpower, 42(5), 794–809. https://doi.org/10.1108/IJM-12-2019-0541
  • Fabi, B., Lacoursière, R., & Raymond, L. (2015). Impact of high-performance work systems on job satisfaction, organizational commitment, and intention to quit in Canadian organizations. International Journal of Manpower, 36(5), 772–790. http://dx.doi.org/10.1108/IJM-01-2014-0005
  • Fu, N., Flood, P. C., Bosak, J., Morris, T., & O’Regan, P. (2015). How do high performance work systems influence organizational innovation in professional service firms? Employee Relations, 37(2), 209–231. https://doi.org/10.1108/ER-10-2013-0155
  • Fu, N., Flood, P. C., Bosak, J., Rousseau, D. M., Morris, T., & O’Regan, P. (2017). High-Performance work systems in professional service firms: Examining the practices-resources-uses-performance linkage. Human Resource Management, 56(2), 329–352. https://doi.org/10.1002/hrm.21767
  • García-Chas, R., Neira-Fontela, E., & Castro-Casal, C. (2013). High-performance work system and intention to leave: a mediation model. The International Journal of Human Resource Management, 25(3), 367–389. http://dx.doi.org/10.1080/09585192.2013.789441
  • Gkorezis, P., Georgiou, L., & Theodorou, M. (2018). High-performance work practices and nurses’ intention to leave: The mediating role of organizational cynicism and the moderating role of human resource management-related educational background. International Journal of Human Resource Management, 29(3), 465–484. https://doi.org/10.1080/09585192.2016.1255906
  • Gossen, M., Ziesemer, F., & Schrader, U. (2019). Why and How commercial marketing should promote sufficient consumption: A systematic literature review. Journal of Macromarketing, 39(3), 252–269. https://doi.org/10.1177/0276146719866238
  • Gürlek, M. (2021). Effects of high-performance work systems (HPWSs) on intellectual capital, organizational ambidexterity and knowledge absorptive capacity: Evidence from the hotel industry. Journal of Hospitality Marketing and Management, 30(1), 38–70. https://doi.org/10.1080/19368623.2020.1774029
  • Gürlek, M., & Uygur, A. (2021). Service-oriented high-performance human resource practices and employee service performance: A test of serial mediation and moderation models. Journal of Management and Organization, 27(1), 197–233. https://doi.org/10.1017/jmo.2020.8
  • Harley, B., Sargent, L., & Allen, B. (2010). Employee responses to “high performance work system” practices: An empirical test of the disciplined worker thesis. Work, Employment and Society, 24(4), 740–760. https://doi.org/10.1177/0950017010380638
  • He, J., Morrison, A. M., & Zhang, H. (2021). How high-performance HR practices and LMX affect employee engagement and creativity in hospitality. Journal of Hospitality and Tourism Research, 45(8), 1360–1382. https://doi.org/10.1177/1096348021996800
  • Heffernan, M., & Dundon, T. (2016). Cross-level effects of high-performance work systems (HPWS) and employee well-being: The mediating effect of organisational justice. Human Resource Management Journal, 26(2), 211–231. https://doi.org/10.1111/1748-8583.12095
  • Hong, Y., Jiang, Y., Liao, H., & Sturman, M. C. (2017). High performance work systems for service quality: Boundary conditions and influence processes. Human Resource Management, 56(5), 747–767. https://doi.org/10.1002/hrm.21801
  • Huang, B., Sardeshmukh, S., Benson, J., & Zhu, Y. (2022). High performance work systems, employee creativity and organizational performance in the education sector. International Journal of Human Resource Management, https://doi.org/10.1080/09585192.2022.2054283
  • Huertas-Valdivia, I., Rojo Gallego-Burín, A., Castillo, A., & Ruiz, L. (2021). Why don’t high-performance work systems always achieve superior service in hospitality? The key is servant leadership. Journal of Hospitality and Tourism Management, 49, 152–163. https://doi.org/10.1016/j.jhtm.2021.09.007
  • Huselid, M. A. (1995). The impact of human resource management practices on turnover, productivity, and corporate financial performance. Academy of Management Journal, 38(3), 635–672. https://doi.org/10.2307/256741
  • Jaiswal, D., & Tyagi, A. (2020). Effect of high performance work practices on service innovative behavior. Tourism Review, 75(2), 382–401. https://doi.org/10.1108/TR-07-2018-0101
  • Javalgi, R. (Raj) G., Gross, A. C., Joseph, W. B., & Granot, E. (2011). Assessing competitive advantage of emerging markets in knowledge intensive business services. Journal of Business and Industrial Marketing, 26(3), 171–180. https://doi.org/10.1108/08858621111115895
  • Jensen, J. M., Patel, P. C., & Messersmith, J. G. (2013). High-Performance work systems and Job control: Consequences for anxiety, role overload, and turnover intentions. Journal of Management, 39(6), 1699–1724. https://doi.org/10.1177/0149206311419663
  • Jo, H., Aryee, S., Hsiung, H. H., & Guest, D. (2020). Fostering mutual gains: Explaining the influence of high-performance work systems and leadership on psychological health and service performance. Human Resource Management Journal, 30(2), 198–225. https://doi.org/10.1111/1748-8583.12256
  • Jo, H., Aryee, S., Hsiung, H. H., & Guest, D. (2021). Service-oriented high-performance work systems and service role performance: Applying an integrated extended self and psychological ownership framework. Human Relations, https://doi.org/10.1177/00187267211035656
  • Jyoti, J., & Rani, A. (2017). High performance work system and organisational performance: Role of knowledge management. Personnel Review, 46(8), 1770–1795. https://doi.org/10.1108/PR-10-2015-0262
  • Jyoti, J., & Rani, A. (2019). Role of burnout and mentoring between high performance work system and intention to leave: Moderated mediation model. Journal of Business Research, 98(December 2018), 166–176. https://doi.org/10.1016/j.jbusres.2018.12.068
  • Karatepe, O. M. (2013a). High-performance work practices, work social support and their effects on job embeddedness and turnover intentions. International Journal of Contemporary Hospitality Management, 25(6), 903–921. https://doi.org/10.1108/IJCHM-06-2012-0097
  • Karatepe, O. M. (2013b). High-performance work practices and hotel employee performance: The mediation of work engagement. International Journal of Hospitality Management, 32(1), 132–140. https://doi.org/10.1016/j.ijhm.2012.05.003
  • Karatepe, O. M., Ozturk, A., & Kim, T. T. (2019). Servant leadership, organisational trust, and bank employee outcomes. Service Industries Journal, 39(2), 86–108. https://doi.org/10.1080/02642069.2018.1464559
  • Kaushik, D., & Mukherjee, U. (2021). High-performance work system: A systematic review of literature. International Journal of Organizational Analysis, https://doi.org/10.1108/IJOA-07-2020-2282
  • Khor, L. K., & Tan, C. L. (2022). Workforce management in the post-pandemic era: Evidence from multinational companies using grounded theory. Global Business and Organizational Excellence, https://doi.org/10.1002/joe.22174
  • Kloutsiniotis, P. V., & Mihail, D. M. (2020a). The effects of high performance work systems in employees’ service-oriented OCB. International Journal of Hospitality Management, 90(May), 102610. https://doi.org/10.1016/j.ijhm.2020.102610
  • Kloutsiniotis, P. V., & Mihail, D. M. (2020b). High performance work systems in the tourism and hospitality industry: A critical review. International Journal of Contemporary Hospitality Management, 32(7), 2365–2395. https://doi.org/10.1108/IJCHM-10-2019-0864
  • Kloutsiniotis, P. V., Mihail, D. M., & Gounioti, S. (2022). The effects of transformational leadership and HRM practices on employee outcomes and productivity in the Greek hospitality industry during COVID-19. Employee Relations, https://doi.org/10.1108/ER-08-2021-0360
  • Kraus, S., Breier, M., Lim, W. M., Dabić, M., Kumar, S., Kanbach, D., Mukherjee, D., Corvello, V., Piñeiro-Chousa, J., Liguori, E., Palacios-Marqués, D., Schiavone, F., Ferraris, A., Fernandes, C., & Ferreira, J. J. (2022). Literature reviews as independent studies: Guidelines for academic practice. Review of Managerial Science, 16(8), 2577–2595. https://doi.org/10.1007/s11846-022-00588-8
  • Kumar, S., Sahoo, S., Lim, W. M., & Dana, L. P. (2022). Religion as a social shaping force in entrepreneurship and business: Insights from a technology-empowered systematic literature review. Technological Forecasting and Social Change, 175), https://doi.org/10.1016/j.techfore.2021.121393
  • Kuo, S. Y., Lin, P. C., & Lu, C. S. (2017). The effects of dynamic capabilities, service capabilities, competitive advantage, and organizational performance in container shipping. Transportation Research Part A: Policy and Practice, 95, 356–371. https://doi.org/10.1016/j.tra.2016.11.015
  • Lee, S. M., Lee, D. H., & Kang, C. Y. (2012). The impact of high-performance work systems in the health-care industry: Employee reactions, service quality, customer satisfaction, and customer loyalty. Service Industries Journal, 32(1), 17–36. https://doi.org/10.1080/02642069.2010.545397
  • Liao, H., Toya, K., Lepak, D. P., & Hong, Y. (2009). Do they See Eye to Eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. Journal of Applied Psychology, 94(2), 371–391. https://doi.org/10.1037/a0013504
  • Lim, W. M. (2023). The workforce revolution: Reimagining work, workers, and workplaces for the future. Global Business and Organizational Excellence, 42(4), 5–10. https://doi.org/10.1002/joe.22218
  • Lim, W. M., Kumar, S., & Ali, F. (2022). Advancing knowledge through literature reviews: ‘what’, ‘why’, and ‘how to contribute.’. Service Industries Journal, 42(7–8), 481–513. https://doi.org/10.1080/02642069.2022.2047941
  • Lim, W. M., Rasul, T., Kumar, S., & Ala, M. (2022). Past, present, and future of customer engagement. Journal of Business Research, 140, 439–458. https://doi.org/10.1016/j.jbusres.2021.11.014
  • Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic inquiry. Sage Publications.
  • Liu, F., Chow, I. H. S., Zhu, W., & Chen, W. (2020). The paradoxical mechanisms of high-performance work systems (HPWSs) on perceived workload: A dual-path mediation model. Human Resource Management Journal, 30(2), 278–292. http://dx.doi.org/10.1111/hrmj.v30.2
  • Liu, N. C., & Lin, Y. T. (2021). High-performance work systems, management team flexibility, employee flexibility and service-oriented organizational citizenship behaviors. International Journal of Human Resource Management, 32(18), 3912–3949. https://doi.org/10.1080/09585192.2019.1651374
  • Loungani, P., & Mishra, S. (2014). Not Your Father’s Service Sector - finance & development - June 2014 • Volume 51 • Number 2. Finance & Development. http://www.ieoimf.org/external/pubs/ft/fandd/2014/06/pdf/loungani.pdf%0Apapers3://publication/uuid/63550CB2-DE56-4137-B78A-C163363E05E1
  • Macduffie, J. P. (1995). Human resource bundles and manufacturing performance: Organizational logic and flexible production systems in the world auto industry. Industrial and Labor Relations Review, 48(2), 197. https://doi.org/10.2307/2524483
  • Mansour, N., Gara, E., & Gaha, C. (2014). Getting inside the black box: HR practices and firm performance within the Tunisian financial services industry. Personnel Review, 43(4), 490–514. https://doi.org/10.1108/PR-03-2013-0052
  • Mansour, S. (2022). Can strategic HRM bundles decrease emotional exhaustion and increase service recovery performance? International Journal of Manpower, https://doi.org/10.1108/IJM-10-2021-0576
  • Mansour, S., Nogues, S., & Tremblay, D. G. (2021). Psychosocial safety climate as a mediator between high-performance work practices and service recovery performance: An international study in the airline industry. International Journal of Human Resource Management, https://doi.org/10.1080/09585192.2021.1949373
  • Mariappanadar, S. (2020). Do HRM systems impose restrictions on employee quality of life? Evidence from a sustainable HRM perspective. Journal of Business Research, 118(March), 38–48. https://doi.org/10.1016/j.jbusres.2020.06.039
  • Martinaityte, I., Sacramento, C., & Aryee, S. (2019). Delighting the customer: Creativity-oriented high-performance work systems, frontline employee creative performance, and customer satisfaction. Journal of Management, 45(2), 728–751. https://doi.org/10.1177/0149206316672532
  • Mayring, P. (2014). Qualitative content analysis: Theoretical foundation, basic procedures and software solution (free download via Social Science Open Access Repository SSOAR). Forum Qualitative Sozialforschung/Forum: Qualitative Social Research, 10, 1–143.
  • Messersmith, J. G., & Guthrie, J. P. (2010). High performance work systems in emergent organizations: Implications for firm performance. Human Resource Management, 49(2), 241–264. https://doi.org/10.1002/hrm.20342
  • Messersmith, J. G., Patel, P. C., Lepak, D. P., & Gould-Williams, J. (2011). Unlocking the black box: Exploring the link between high-performance work systems and performance. Journal of Applied Psychology, 96(6), 1105–1118. https://doi.org/10.1037/a0024710
  • Miao, R., Bozionelos, N., Zhou, W., & Newman, A. (2021). High-performance work systems and key employee attitudes: The roles of psychological capital and an interactional justice climate. International Journal of Human Resource Management, 32(2), 443–477. https://doi.org/10.1080/09585192.2019.1710722
  • Mihail, D. M., & Kloutsiniotis, P. V. (2016). The effects of high-performance work systems on hospital employees’ work-related well-being: Evidence from Greece. European Management Journal, 34(4), 424–438. https://doi.org/10.1016/j.emj.2016.01.005
  • Mukherjee, D., Lim, W. M., Kumar, S., & Donthu, N. (2022). Guidelines for advancing theory and practice through bibliometric research. Journal of Business Research, 148, 101–115. https://doi.org/10.1016/j.jbusres.2022.04.042
  • Mulrow, C. D. (1994). Rationale for systematic reviews. British Medical Journal, 309(6954), 597–599. https://doi.org/10.1136/bmj.309.6954.597
  • Murphy, K., & Olsen, M. (2009). Dimensions of a high performance management system: An exploratory study of the US casual restaurant segment. International Journal of Contemporary Hospitality Management, 21(7), 836–853. https://doi.org/10.1108/09596110910985313
  • Murphy, K., Torres, E., Ingram, W., & Hutchinson, J. (2018). A review of high performance work practices (HPWPs) literature and recommendations for future research in the hospitality industry. International Journal of Contemporary Hospitality Management, 30(1), 365–388. https://doi.org/10.1108/IJCHM-05-2016-0243
  • Narbariya, S., Nayeem, M. A., & Gupta, R. (2022). Does HPWS amplify employees’ change readiness for digital transformation? A study through the “work-from-anywhere” prism. Personnel Review, 51(8), 1948–1966. https://doi.org/10.1108/PR-01-2022-0068
  • Nayyar, G., Hallward-Driemeier, M., & Davies, E. (2021). At your service?: The promise of services-Led development. World Bank Publications.
  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30(3), 335–364. https://doi.org/10.1002/hrm.3930300304
  • Paul, J., & Criado, A. R. (2020). The art of writing literature review: What do we know and what do we need to know? International Business Review, 29(4), 101717. https://doi.org/10.1016/j.ibusrev.2020.101717
  • Paul, J., Lim, W. M., O’Cass, A., Hao, A. W., & Bresciani, S. (2021). Scientific procedures and rationales for systematic literature reviews (SPAR-4-SLR). International Journal of Consumer Studies, 45(4), 1–16. https://doi.org/10.1111/ijcs.12695
  • Pereira, V. E., Fontinha, R., Budhwar, P., & Arora, B. (2018). Human resource management and performance at the Indian railways. Journal of Organizational Change Management, 31(1), 47–61. https://doi.org/10.1108/JOCM-04-2017-0157
  • Petticrew, M., & Roberts, H. (2008). Systematic reviews in the social sciences: A practical guide. John Wiley & Sons.
  • Pfeffer, J. (2005). Producing sustainable competitive advantage through the effective management of people. Academy of Management Executive, 19(4), 95–106. https://doi.org/10.5465/AME.2005.19417910
  • Prince, N. R. (2019). Competition, market commonality, and resource similarity: Precursors to HPWS. Personnel Review, 48(7), 1830–1847. https://doi.org/10.1108/PR-09-2018-0356
  • Rajeev, A., Pati, R. K., Padhi, S. S., & Govindan, K. (2017). Evolution of sustainability in supply chain management: A literature review. Journal of Cleaner Production, 162, 299–314. https://doi.org/10.1016/j.jclepro.2017.05.026
  • Rubel, M. R. B., Kee, D. M. H., & Rimi, N. N. (2021). High commitment human resource management practices and hotel employees’ work outcomes in Bangladesh. Global Business and Organizational Excellence, 40(5), 37–52. https://doi.org/10.1002/joe.22089
  • Ruiz-Palomino, P., Gutiérrez-Broncano, S., Jiménez-Estévez, P., & Hernandez-Perlines, F. (2021). CEO servant leadership and strategic service differentiation: The role of high-performance work systems and innovativeness. Tourism Management Perspectives, 40, 100891. https://doi.org/10.1016/j.tmp.2021.100891
  • Saleem, F., Khattak, A., Ur Rehman, S., & Ashiq, M. (2021). Bibliometric analysis of green marketing research from 1977 to 2020. Publications, 9(1), 1–19. https://doi.org/10.3390/publications9010001
  • Seuring, S., & Müller, M. (2008). From a literature review to a conceptual framework for sustainable supply chain management. Journal of Cleaner Production, 16(15), 1699–1710. https://doi.org/10.1016/j.jclepro.2008.04.020
  • Shen, J., Benson, J., & Huang, B. (2014). High-performance work systems and teachers’ work performance: The mediating role of quality of working life. Human Resource Management, 53(5), 817–833. https://doi.org/10.1002/hrm.21614
  • Spasojevic, B., Lohmann, G., & Scott, N. (2018). Air transport and tourism–a systematic literature review (2000–2014). Current Issues in Tourism, 21(9), 975–997. https://doi.org/10.1080/13683500.2017.1334762
  • Story, J., & Castanheira, F. (2021). How hybrid HR systems affect performance in call centers. Personnel Review, 50(3), 918–934. https://doi.org/10.1108/PR-01-2020-0054
  • Su, Z. X., & Wright, P. M. (2012). The effective human resource management system in transitional China: A hybrid of commitment and control practices. International Journal of Human Resource Management, 23(10), 2065–2086. https://doi.org/10.1080/09585192.2011.610335
  • Sutarto, A. P., Wardaningsih, S., & Putri, W. H. (2022). Factors and challenges influencing work-related outcomes of the enforced work from home during the COVID-19 pandemic: Preliminary evidence from Indonesia. Global Business and Organizational Excellence, 41(5), 14–28. https://doi.org/10.1002/joe.22157
  • Teo, S. T. T., Bentley, T., & Nguyen, D. (2020). Psychosocial work environment, work engagement, and employee commitment: A moderated, mediation model. International Journal of Hospitality Management, 88), https://doi.org/10.1016/j.ijhm.2019.102415
  • Úbeda-García, M., Claver-Cortés, E., Marco-Lajara, B., Zaragoza-Sáez, P., & García-Lillo, F. (2018). High performance work system and performance: Opening the black box through the organizational ambidexterity and human resource flexibility. Journal of Business Research, 88(December), 397–406. https://doi.org/10.1016/j.jbusres.2017.12.045
  • van Eck, N. J., & Waltman, L. (2010). Software survey: VOSviewer, a computer program for bibliometric mapping. Scientometrics, 84(2), 523–538. https://doi.org/10.1007/s11192-009-0146-3
  • Wang, Z., Xing, L., Song, L. J., & Moss, S. E. (2020). Serving the customer, serving the family, and serving the employee: Toward a comprehensive understanding of the effects of service-oriented high-performance work systems. International Journal of Human Resource Management. https://doi.org/10.1080/09585192.2020.1837201
  • Wang, Z., Xing, L., & Zhang, Y. (2021). Do high-performance work systems harm employees’ health? An investigation of service-oriented HPWS in the Chinese healthcare sector. International Journal of Human Resource Management, 32(10), 2264–2297. https://doi.org/10.1080/09585192.2019.1579254
  • Yang, J., Kim, Y., & Kim, P. B. (2021). Pushing forward high-performance work systems in the hotel industry: A procedural-justice climate to promote higher unit-level outcomes. Tourism Management, 87, 104385. https://doi.org/10.1016/j.tourman.2021.104385
  • Zhang, M., Zhu, C. J., Dowling, P. J., & Bartram, T. (2013). Exploring the effects of high-performance work systems (HPWS) on the work-related well-being of Chinese hospital employees. International Journal of Human Resource Management, 24(16), 3196–3212. https://doi.org/10.1080/09585192.2013.775026
  • Zheng, C. (2009). Keeping talents for advancing service firms in Asia. Journal of Service Management, 20(5), 482–502. https://doi.org/10.1108/09564230910995107
  • Zhu, C., Liu, A., & Wang, Y. (2019). Integrating organizational learning with high-performance work system and entrepreneurial orientation: A moderated mediation framework. Frontiers of Business Research in China, 13(1). https://doi.org/10.1186/s11782-019-0057-y
  • Zirar, A., Trusson, C., & Choudhary, A. (2021). Towards a high-performance HR bundle process for lean service operations. International Journal of Quality and Reliability Management, 38(1), 25–45. https://doi.org/10.1108/IJQRM-10-2019-0330

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.