Pushing forward high-performance work systems in the hotel industry: A procedural-justice climate to promote higher unit-level outcomes
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Date
2021
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Elservier
Abstract
In this study, we examine how the high-performance work system (HPWS) can be used to promote positive
employee behavior leading to higher organizational service performance in the hotel industry. Specifically, we
suggest that the collective organizational citizenship behavior (OCB) of employees links the HPWS to organiĀ
zational service performance, and a stronger procedural-justice climate of a hotel strengthens the relationship
between the HPWS and the collective OCB. Using multi-source data drawn from 5290 employees across 180
independent franchise hotels in North America and customer feedback on each surveyed hotel, we found that the
collective OCB mediates the relationship between the HPWS and organizational service performance, and when
hotels have a stronger procedural-justice climate, the mediating effect is more salient. The implications of these
findings for tourism researchers and practitioners are discussed.
Description
Tourism Management 87 (2021) 104385
Keywords
High-performance work system (HPWS),Collective organizational citizenship behavior,(OCB),Organizational service performance,Procedural-justice climate,Hotels