Service-oriented high-performance human resource practices and employee service performance: A test of serial mediation and moderation models


JOURNAL OF MANAGEMENT & ORGANIZATION, vol.27, no.1, pp.197-233, 2021 (SSCI) identifier

  • Publication Type: Article / Article
  • Volume: 27 Issue: 1
  • Publication Date: 2021
  • Doi Number: 10.1017/jmo.2020.8
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus, ABI/INFORM, EconLit, Psycinfo
  • Page Numbers: pp.197-233
  • Keywords: service-oriented high-performance human resource practices, employee service performance, HR attributions, person&#8211, environment fit, PERSON-ENVIRONMENT FIT, PERCEIVED HRM PRACTICES, SOCIAL-EXCHANGE THEORY, WORK SYSTEMS, ORGANIZATIONAL PERFORMANCE, BLACK-BOX, MANAGEMENT COMMITMENT, EMOTIONAL EXHAUSTION, JOB EMBEDDEDNESS, FIRM PERFORMANCE
  • Ankara Haci Bayram Veli University Affiliated: Yes


This research aims to reveal how and under what conditions service-oriented high-performance human resource practices (HR) influence employee service performance (ESP). Data were gathered from full-time hotel employees and line managers. In total, 1,525 questionnaire forms were acquired. While respondent employees had filled in the questionnaire form containing independent, mediator, and moderator variables, line managers filled in the questionnaire form containing the dependent variable. The research results demonstrate that HR attributions, trust in the organization, and affective commitment serially mediate the relationship between service-oriented high-performance HR practices and ESP. In addition, the results point out the moderating roles of person-supervisor fit and person-vocation fit. As a result, the current research contributes to the literature by way of revealing how and under what conditions the service-oriented high-performance HR practices affect ESP.