Service-Oriented High-Performance Work Practices as Predictors of Retail Employees’ Work Engagement and Service Climate Perceptions

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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Mediating Role of Work Engagement on the Impact of High Performance Work Practices, Service Recovery Performance and Life Satisfaction in Selected Restaurants in Turkish Republic of North Cyprus

International Journal of Human Resource Studies ◽

10.5296/ijhrs.v9i3.15256 ◽

2019 ◽

Vol 9 (3) ◽

pp. 298

Author(s):

Madgaline Enow Mbi Tarkang Mary ◽

Ruth Nange Yunji ◽

Rawan Alafeshat

Keyword(s):

Life Satisfaction ◽

Work Engagement ◽

High Performance ◽

Service Recovery ◽

Work Practices ◽

Turkish Republic ◽

North Cyprus ◽

Service Recovery Performance ◽

High Performance Work Practices ◽

Recovery Performance

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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