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Developing and leveraging human capital resource to promote service quality: Testing a theory of performance

Aryee, S, Walumbwa, FO, Seidu, EYM and Otaye, LE (2016) Developing and leveraging human capital resource to promote service quality: Testing a theory of performance Journal of Management, 42 (2). pp. 480-499.

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Abstract

Grounded in Vroom’s motivational framework of performance, we examine the interactive influence of collective human capital (ability) and aggregated service orientation (motivation) on the cross-level relationship between high-performance work systems (HPWS) and individual-level service quality. Results of hierarchical linear modeling (HLM) revealed that HPWS related to collective human capital and aggregated service orientation, which in turn related to individual-level service quality. Furthermore, both HLM and ordinary least squares regression analyses revealed a cross-level interaction effect of collective human capital and aggregated service orientation such that high levels of collective human capital and aggregated service orientation influence individual-level service quality.

Item Type: Article
Subjects : Management
Authors :
NameEmailORCID
Aryee, Ss.aryee@surrey.ac.ukUNSPECIFIED
Walumbwa, FOUNSPECIFIEDUNSPECIFIED
Seidu, EYMUNSPECIFIEDUNSPECIFIED
Otaye, LEUNSPECIFIEDUNSPECIFIED
Date : February 2016
Identification Number : https://doi.org/10.1177/0149206312471394
Copyright Disclaimer : © The Author(s) 2013
Uncontrolled Keywords : High performance work systems, Vroom’s motivational framework, Collective human capital, Aggregated service orientation, Service quality
Depositing User : Symplectic Elements
Date Deposited : 16 May 2017 15:38
Last Modified : 18 May 2017 13:14
URI: http://epubs.surrey.ac.uk/id/eprint/821017

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