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.

Influence of high-performance work systems on intrapreneurial behavior

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Farrukh ◽  
Mohammad Saud Khan ◽  
Ali Raza ◽  
Imran Ahmed Shahzad
Keyword(s):  
Organizational Support ◽  
Structural Equation ◽  
High Performance ◽  
Service Industries ◽  
Mediation Effect ◽  
Equation Modeling ◽  
Work Systems ◽  
Content Type ◽  
High Performance Work Systems

Purpose In the past, a plethora of studies has investigated the organizational and individual outcomes of high-performance work systems (HPWS). However, less is known about the mechanism through which HPWS impacts employees’ behavior, particularly intrapreneurial behavior (IB). Drawing on the social exchange theory, this study aims to fill this gap by investigating the mediation effect of perceived organizational support (POS) on HPWS-IB linkages. Design/methodology/approach Data were collected with the help of structured questionnaires from employees working in service industries such as banking and insurance. Findings HPWS was conceptualized as a higher-order measurement model that includes four lower-order dimensions, namely, information sharing, decision-making participation, job security, training and development. Partial least squares structural equation modeling technique was used to test the hypothesized relationships. Results showed a positive and significant effect of HPWS on IB. Moreover, POS significantly mediated the HPWS-IB link. Originality/value Despite an increasing number of studies on the role of human resource management (HRM) practices in enhancing innovation and creativity, there has not been enough research on how HPWS affects IB at the individual level in the presence of POS. Thus, this research is the first of its kind to investigate the mediating role of POS in HPWS-IB linkages in the Malaysian context.

High-performance work systems, learning orientation and innovativeness: the antecedent role of environmental turbulence

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Evrim Gemici ◽  
Cemal Zehir
Keyword(s):  
Structural Equation ◽  
High Performance ◽  
Environmental Turbulence ◽  
Equation Modeling ◽  
Learning Orientation ◽  
Work Systems ◽  
Content Type ◽  
High Performance Work Systems ◽  
The Relationship

PurposeThe aim of this paper is to empirically examine whether environmental turbulence leads to the adoption of high-performance work systems (HPWS) and learning orientation (LO) in organizations and, if so, how these two elements contribute to innovativeness. Past research studies widely demonstrated that HPWS and LO are strong determinants of innovativeness. This study incorporates environmental turbulence as an antecedent and explains the interactions between these concepts.Design/methodology/approachThis paper involves a questionnaire-based survey of 233 firms. For hypothesis testing, structural equation modeling (SEM) was used.FindingsThe results revealed the antecedent role of environmental turbulence in HPWS and LO. Additionally, HPWS and LO mediated the relationship between environmental turbulence and organizational innovativeness.Research limitations/implicationsThis research has the limitations of a cross-sectional study design. The study draws out some implications for firms facing turbulent conditions and intending to increase their innovativeness by stimulating a learning culture and focusing on human capital through HPWS.Originality/valueThe overarching contribution of this study is to test the assumption that organizations initiate changes in their internal systems as a response to environmental turbulence. By doing so, the study enriches current studies by exploring the mediator role of HPWS and LO between environmental turbulence and innovativeness. This research also contributes to the literature by demonstrating the antecedent role of environmental turbulence in HPWS for the first time. Additionally, it provides evidence for the relationship between environmental turbulence and LO.

The Role of an Empowering Motivational Climate on Pupils’ Concentration and Distraction in Physical Education

2021 ◽  
pp. 1-11
Author(s):  
Maxime Mastagli ◽  
Aurélie Van Hoye ◽  
Jean-Philippe Hainaut ◽  
Benoît Bolmont
Keyword(s):  
Physical Education ◽  
Negative Affect ◽  
Structural Equation ◽  
Psychological Needs ◽  
Motivational Climate ◽  
Need Satisfaction ◽  
Basic Psychological Needs ◽  
Multilevel Structural Equation Modeling ◽  
Equation Modeling ◽  
Positive And Negative Affect

Purpose: The present study investigated the relationship between an empowering motivational climate and pupils’ concentration and distraction in physical education, mediated by basic psychological needs satisfaction and by positive and negative affect. Method: The participants were 425 French pupils (Mage = 15.36, SDage = 0.82) from 21 high schools, who filled in a questionnaire regarding the study variables. This cross-sectional study used multilevel structural equation modeling to examine the hypothesized relationships. Results: Good fit indices were found in the data from the theoretical model. An empowering motivational climate was found to be related to concentration. Competence need satisfaction was related to concentration and distraction. This association was mediated by positive and negative affect, which in turn was related to concentration and distraction. Conclusion: Teachers can improve pupils’ concentration and positive affect and reduce distraction and negative affect by supporting an empowering motivational climate and fostering competence need satisfaction.

The effect of management and employee perspectives of high-performance work systems on employees’ discretionary behaviour

2016 ◽  
Vol 45 (1) ◽  
pp. 121-141 ◽  
Author(s):  
Unai Elorza ◽  
Christopher Harris ◽  
Aitor Aritzeta ◽  
Nekane Balluerka
Keyword(s):  
Structural Equation ◽  
High Performance ◽  
Manufacturing Companies ◽  
Work Systems ◽  
Content Type ◽  
Organizational Contexts ◽  
Individual Level ◽  
High Performance Work Systems ◽  
Two Samples ◽  
The Relationship

Purpose – The purpose of this paper is to understand how management and employee perspectives of high-performance work systems (HPWS) relate to employee discretionary behaviour. In addition, the paper examines to what extent the relationship between employees’ perception of the HPWS and discretionary behaviour varies among different organizations/groups. Design/methodology/approach – Two samples were used in the study. The first sample included data from 51 managers and 1,023 employees from 26 manufacturing companies. The second sample included 52 managers and 6,382 employees from 42 manufacturing companies. Findings – The study shows that employee rated HPWS mediates the relationship between management rated HPWS and individual-level discretionary behaviour. Moreover, results showed that the effect of employee rated HPWS on discretionary behaviour varies among different organizations/groups. Practical implications – Results show that employee perceptions of the HPWS more strongly predict employees’ discretionary behaviour than management rated HPWS. Moreover, it shows that employees’ perceptions of the same HPWS, but operating in different organizational contexts exhibit different levels of discretionary behaviour. Originality/value – The study differentiates between management and employee perspectives of the HPWS. It also examines the variability of the relationship between HPWS and discretionary behaviour. Multilevel structural equation modelling is used to test the hypotheses.

Human resources flexibility as a mediating mechanism between high-performance work systems and organizational performance: a multilevel quasi-longitudinal study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anastasia A. Katou
Keyword(s):  
Human Resources ◽  
Organizational Performance ◽  
Structural Equation ◽  
High Performance ◽  
Behavioural Flexibility ◽  
Work Systems ◽  
Content Type ◽  
High Performance Work Systems ◽  
Functional Flexibility ◽  
The Impact

PurposeThe purpose of this study is to investigate the impact of high-performance work systems (HPWS) on organizational performance through the mediating role of human resources (HR) flexibility (expressed by functional flexibility, skills malleability and behavioural flexibility).Design/methodology/approachThe study examines theoretical relationships in the Greek context, which reflects changing economic and financial crisis, based on multilevel structural equation modelling estimation, using three waves of sample data collected in years 2014, 2016 and 2018 from organizations operating in the private sector.FindingsThe study finds that although HPWS positively influences all three HR flexibility dimensions, this positive effect is not transferred equally to organizational performance. The dominant effect on organizational performance is attributed to skills malleability, a smaller effect to behavioural flexibility and a negligible effect to functional flexibility.Research limitations/implicationsAlthough the data collected refer to three different years, most of the companies and individuals responded to sampling were different. As such, the study does not allow for dynamic causal inferences due to its quasi-longitudinal nature.Practical implicationsThe findings of this study may influence managerial decisions in developing bundles of HPWS policies and practices in relation to HR flexibility attributes.Originality/valueSince most studies consider HR flexibility as an aggregated construct, this study is possibly one of the very few studies that is examining the differential impact of the HR flexibility dimensions on organizational performance in turbulent times.

HIGH-PERFORMANCE WORK SYSTEMS, ENTREPRENEURIAL ORIENTATION, AND INNOVATION STRATEGY IN DEVELOPING COUNTRIES

2021 ◽  
Author(s):  
MOHSEN SHAHRIARI ◽  
MARYAM MAHMOUDI-MESINEH
Keyword(s):  
Developing Countries ◽  
Entrepreneurial Orientation ◽  
Structural Equation ◽  
High Performance ◽  
Innovation Strategy ◽  
Work Systems ◽  
High Performance Work Systems ◽  
Knowledge Based ◽  
Statistical Sample ◽  
The Impact

Innovation strategy has become an important recent challenge in today’s competitive conditions of developing countries. In this paper, the impact of high-performance work systems (HPWSs) on innovation strategy of knowledge-based enterprises is examined, considering the mediating role of entrepreneurial orientation. The statistical sample of study includes 180 managers and employees of Iranian knowledge-based companies. Data were collected using standard questionnaire, and the structural equation method was used for data analysis. The results showed that HPWSs have a positive and significant impact on innovation strategy of knowledge-based companies and about 75% of the total effect of the HPWS on innovation strategy is explained indirectly by the mediating variable of entrepreneurial orientation.

Can generational differences and feeling trusted improve knowledge-sharing behavior? Consequences of high-performance work systems

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Aulia Vidya Almadana ◽  
Suharnomo Suharnomo ◽  
Mirwan Surya Perdhana
Keyword(s):  
Knowledge Sharing ◽  
Generational Differences ◽  
High Performance ◽  
Equation Modeling ◽  
Work Systems ◽  
Content Type ◽  
High Performance Work Systems ◽  
Knowledge Sharing Behavior ◽  
Sharing Behavior

Purpose This study aims to investigate the relationships between high-performance work systems (HPWS) on knowledge-sharing behavior (KSB) among Indonesian employees through the mediating role of feeling trusted (FT) and moderating role of generational differences (GD). Design/methodology/approach Sample were collected from 278 employees working in the Indonesian financial companies. This research used structural equation modeling to investigate the associations of HPWS and KSB. Furthermore, Sobel Test was applicated to test the mediation effect of FT. Finally, Hayes PROCESS was used to test the moderation impact of GD. Findings The empirical results revealed that HPWS positively impact FT and KSB. Hereafter, FT also positively impacts KSB and then succeeds to mediate the relationships between HPWS and KSB. Finally, GD were failed to moderate the relationships between HPWS and KSB. Originality/value To the best of the authors’ knowledge, this study is one of the few studies that illustrate the roles of GD between the relationships between HPWS and KSB.

Promoting logistics performance in Vietnam-based manufacturing firms

2019 ◽  
Vol 49 (1) ◽  
pp. 52-74 ◽  
Author(s):  
Tuan Luu
Keyword(s):  
Structural Equation ◽  
High Performance ◽  
Manufacturing Firms ◽  
Equation Modeling ◽  
Work Systems ◽  
Content Type ◽  
Positive Effects ◽  
Service Oriented ◽  
Business Setting ◽  
Business Departments

PurposeThe purpose of this paper is to investigate how service-oriented high-performance work systems (HPWSs) contribute to logistics performance and the mediation mechanisms underlying this relationship.Design/methodology/approachEmployees and their managers from logistics departments and/or business departments of manufacturing firms in the Vietnamese business setting were recruited as participants in the data collection. Structural equation modeling was employed for the data analysis.FindingsService-oriented HPWSs demonstrated the positive effects on logistics performance via serving culture. Serving culture was found to have the positive link with logistics performance via the mediating roles of collective role breadth self-efficacy and collective customer knowledge.Originality/valueThe current research extends the logistics management research by identifying service-oriented HPWSs as an antecedent of logistics performance as well as the mediation mechanisms underlying this effect.

An autonomy-supportive intervention to develop students’ resilience by boosting agentic engagement

2020 ◽  
Vol 44 (4) ◽  
pp. 325-338 ◽  
Author(s):  
Johnmarshall Reeve ◽  
Sung Hyeon Cheon ◽  
Tae Ho Yu
Keyword(s):  
Autonomy Support ◽  
Structural Equation ◽  
Intervention Program ◽  
Need Satisfaction ◽  
Multilevel Structural Equation Modeling ◽  
Equation Modeling ◽  
Modeling Analysis ◽  
The Face ◽  
Everyday Classroom ◽  
Supportive Intervention

In the face of everyday classroom challenges, students display resilience by responding with increased agentic engagement. We hypothesized that this tendency toward greater initiative and lesser passivity was both an outcome of autonomy need satisfaction and autonomy-supportive teaching and a predictor of students’ future capacity to experience autonomy satisfaction and to recruit autonomy support. Twenty-two physical education (PE) teachers and their 1,422 Korean students (648 females, 773 males; 929 middle schoolers, 493 high schoolers) were randomly assigned to participate in an autonomy-supportive intervention program (ASIP), and we assessed their students’ autonomy satisfaction, autonomy dissatisfaction, agentic engagement, and agentic disengagement at the beginning, middle, and end of an academic year. By midyear, a multilevel structural equation modeling analysis showed that students of teachers who participated in the ASIP reported greater autonomy satisfaction and agentic engagement and lesser autonomy dissatisfaction and agentic disengagement and also that these gains in agentic engagement and declines in agentic disengagement then predicted those students who were able at year-end to self-generate autonomy need satisfaction and recruit teacher-provided autonomy support.

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