Supplemental Material for Making Stronger Causal Inferences: Accounting for Selection Bias in Associations Between High Performance Work Systems, Leadership, and Employee and Customer Satisfaction

2018 ◽  
Keyword(s):  
Customer Satisfaction ◽  
Selection Bias ◽  
High Performance ◽  
Causal Inferences ◽  
Work Systems ◽  
High Performance Work Systems ◽  
Systems Leadership

scholarly journals Delighting the Customer: Creativity-Oriented High-Performance Work Systems, Frontline Employee Creative Performance, and Customer Satisfaction

2016 ◽  
Vol 45 (2) ◽  
pp. 728-751 ◽  
Author(s):  
Ieva Martinaityte ◽  
Claudia Sacramento ◽  
Samuel Aryee
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
High Performance ◽  
Need Satisfaction ◽  
Multilevel Structural Equation Modeling ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Creative Performance ◽  
Work Systems ◽  
High Performance Work Systems

Drawing on self-determination theory, we proposed and tested a cross-level model of how perceived creativity-oriented high-performance work systems (HPWS) influence customer satisfaction. Data were obtained from frontline employees (FLEs), their managers, and branch records of two organizations (retail bank and cosmetics) in Lithuania. Results of multilevel structural equation modeling analyses revealed partial support for our model. Although perceived creativity-oriented HPWS related to creative performance at the individual level, this effect was mediated solely by need satisfaction and not by creative process engagement nor by a serial mediation of both variables as we hypothesized. However, as we did hypothesize, average branch creative performance related to branch customer satisfaction. We interpret our findings as underscoring the utility of perceived creativity-oriented HPWS in fostering FLEs’ creative performance and ultimately, customer satisfaction.

Immigrants and job satisfaction: Do high performance work systems play a role?

2016 ◽  
Vol 37 (4) ◽  
pp. 690-715 ◽  
Author(s):  
James Chowhan ◽  
Isik U Zeytinoglu ◽  
Gordon B Cooke
Keyword(s):  
Job Satisfaction ◽  
High Performance ◽  
Work Systems ◽  
High Performance Work Systems

The effect of high performance work systems on small and medium size enterprises

2015 ◽  
Vol 68 (7) ◽  
pp. 1463-1465 ◽  
Author(s):  
Jose Vicente Pascual Ivars ◽  
Jose Manuel Comeche Martínez
Keyword(s):  
High Performance ◽  
Medium Size ◽  
Work Systems ◽  
High Performance Work Systems
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