Developing and Leveraging Human Capital Resource to Promote Service Quality
- 23 January 2013
- journal article
- research article
- Published by SAGE Publications in Journal of Management
- Vol. 42 (2), 480-499
- https://doi.org/10.1177/0149206312471394
Abstract
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.Keywords
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