Psychosocial safety climate as a mediator between high-performance work practices and service recovery performance: an international study in the airline industry

Purpose – Drawing from social exchange theory, our study examine Work Engagement as a mediator of the impact of High Performance Work Practices on Service Recovery Performance and Life Satisfaction.Design/methodology/approach – Data obtained from the employees in restaurants in Famagusta region in Turkish Republic of Northern Cyprus. Structural Equation Modeling was used as the main instrument analysis to test the propose relationships.Findings – Work Engagement is one of the immediate outcomes of High performance work practices that engenders the performance of employee and effect on Service Recovery Performance and Life Satisfaction. The findings highlight the influence Work Engagement in the intermediate linkage between High performance work practices, Service Recovery Performance and Life Satisfaction.Practical implications – Work Engagement is a critical variable activating customer-contact employees and performance outcomes. As a suggestion, management need to attract and retain customer-contact employees who are energetic, dedicated, and are absorbed by their work.Originality/value – Most studies on service recovery has been done in Western countries, such as Asia and Australia but little known is in the Middle East, so North Cyprus was selected to be surveyed. Furthermore a comprehensive study of High performance work practices, Work Engagement, Service Recovery Performance and Life Satisfaction is yet to be investigated simultaneously in three cities in Turkish Republic of North Cyprus.

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High-performance work practices, career satisfaction, and service recovery performance: a study of flight attendants

Tourism Review ◽

10.1108/tr-01-2014-0004 ◽

2015 ◽

Vol 70 (1) ◽

pp. 56-71 ◽

Cited By ~ 21

Author(s):

Osman M. Karatepe ◽

Sanaz Vatankhah

Keyword(s):

High Performance ◽

Career Satisfaction ◽

Service Recovery ◽

Job Security ◽

Flight Attendants ◽

Content Type ◽

Career Opportunities ◽

Service Recovery Performance ◽

High Performance Work Practices ◽

Recovery Performance

Purpose – The purpose of this paper is to propose and test a conceptual model that examines career satisfaction (CSAT) as a mediator of the effects of high-performance work practices (HPWPs) on service recovery performance, drawing from social information processing and Bagozzi’s (1992) reformulation of attitude theories. Design/methodology/approach – Data were gathered from flight attendants, with a time lag of two weeks in the private airline companies in Iran. The relationships were gauged using structural equation modeling. Findings – The results suggest that career opportunities seem to be the most important indicator of HPWPs, followed by rewards, selective staffing, empowerment, teamwork, job security and training. The results further suggest that the availability of HPWPs boosts flight attendants’ CSAT and that, in turn, results in elevated levels of service recovery performance. Originality/value – This study contributes to the current literature by linking HPWPs, as manifested by selective staffing, job security, training, empowerment, rewards, teamwork and career opportunities, to service recovery performance through CSAT based on data obtained from flight attendants.

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The Effects of High-Performance Work Practices on Perceived Organizational Support and Turnover Intentions: Evidence from the Airline Industry

Journal of Human Resources in Hospitality & Tourism ◽

10.1080/15332845.2014.847292 ◽

2014 ◽

Vol 13 (2) ◽

pp. 103-119 ◽

Cited By ~ 8

Author(s):

Osman M. Karatepe ◽

Sanaz Vatankhah

Keyword(s):

Organizational Support ◽

Airline Industry ◽

High Performance ◽

Perceived Organizational Support ◽

Turnover Intentions ◽

Work Practices ◽

High Performance Work Practices

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The mediating role of work engagement in the relationship between high-performance work practices and job outcomes of employees in Nigeria

International Journal of Contemporary Hospitality Management ◽

10.1108/ijchm-03-2015-0145 ◽

2016 ◽

Vol 28 (10) ◽

pp. 2350-2371 ◽

Cited By ~ 39

Author(s):

Osman M. Karatepe ◽

Olusegun A. Olugbade

Keyword(s):

Work Engagement ◽

High Performance ◽

Service Recovery ◽

Job Security ◽

Mediating Effect ◽

Equation Modeling ◽

Work Practices ◽

Content Type ◽

Career Opportunities ◽

High Performance Work Practices

Purpose This paper aims to examine work engagement as a mediator of the effects of selective staffing, job security, teamwork and career opportunities as the indicators of high-performance work practices on absence intentions, service recovery and creative performances. Design/methodology/approach Data came from 287 frontline employee–supervisor dyads in the international chain hotels in Nigeria. The direct and mediating effects were assessed using structural equation modeling. The Sobel test was also used to test the significance of each mediating effect. Findings The results demonstrate that the simultaneous implementation of selective staffing, job security, teamwork and career opportunities fosters work engagement that in turn leads to reduced absence intentions and results in service recovery and creative performances at elevated levels. Practical implications The presence of selective staffing, job security, teamwork and career opportunities enables management to hire individuals high in work engagement. Management should obtain significant feedback about new service ideas and suggestions for novel customer problems through workshops in which employees effectively participate. Management may also let employees with poor performance leave the organization rather than wasting organizational resources to retain them. Originality/value Little is known about the underlying mechanism through which high-performance work practices are linked to organizationally relevant and valued attitudinal and behavioral outcomes.

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