High-performance work practices and hotel employee performance: The mediation of work engagement
► Training, empowerment, and rewards are considered as the indicators of high-performance work practices predicting work engagement. ► Work engagement seems to have a stronger relationship with extra-role customer service than with job performance. ► Work engagement acts as a full mediator of the ef...
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| Published in: | International journal of hospitality management Vol. 32; pp. 132 - 140 |
|---|---|
| Main Author: | |
| Format: | Journal Article |
| Language: | English |
| Published: |
Elsevier Ltd
01.03.2013
Elsevier |
| Subjects: | |
| ISSN: | 0278-4319, 1873-4693 |
| Online Access: | Get full text |
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| Abstract | ► Training, empowerment, and rewards are considered as the indicators of high-performance work practices predicting work engagement. ► Work engagement seems to have a stronger relationship with extra-role customer service than with job performance. ► Work engagement acts as a full mediator of the effects of high-performance work practices on job performance and extra-role customer service.
This study proposes and tests a research model that investigates whether work engagement functions as a mediator of the effects of high-performance work practices (HPWPs) on job performance and extra-role customer service. These relationships were assessed through LISREL 8.30 using structural equation modeling (SEM). Data were obtained from full-time frontline hotel employees and their managers in the Poiana Brasov region in Romania. The results suggest that work engagement acts as a full mediator of the effects of HPWPs on job performance and extra-role customer service. Specifically, HPWPs, as manifested by frontline employees’ appraisal of training, empowerment, and rewards, enhance work engagement. Such HPWPs in turn trigger job performance and extra-role customer service. Implications of the results are discussed and avenues for future research are offered. |
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| AbstractList | ► Training, empowerment, and rewards are considered as the indicators of high-performance work practices predicting work engagement. ► Work engagement seems to have a stronger relationship with extra-role customer service than with job performance. ► Work engagement acts as a full mediator of the effects of high-performance work practices on job performance and extra-role customer service.
This study proposes and tests a research model that investigates whether work engagement functions as a mediator of the effects of high-performance work practices (HPWPs) on job performance and extra-role customer service. These relationships were assessed through LISREL 8.30 using structural equation modeling (SEM). Data were obtained from full-time frontline hotel employees and their managers in the Poiana Brasov region in Romania. The results suggest that work engagement acts as a full mediator of the effects of HPWPs on job performance and extra-role customer service. Specifically, HPWPs, as manifested by frontline employees’ appraisal of training, empowerment, and rewards, enhance work engagement. Such HPWPs in turn trigger job performance and extra-role customer service. Implications of the results are discussed and avenues for future research are offered. |
| Author | Karatepe, Osman M. |
| Author_xml | – sequence: 1 givenname: Osman M. surname: Karatepe fullname: Karatepe, Osman M. email: osman.karatepe@emu.edu.tr organization: Faculty of Tourism, Eastern Mediterranean University, Gazimagusa, Turkish Republic of Northern Cyprus, Via Mersin 10, Turkey |
| BackLink | http://www.econis.eu/PPNSET?PPN=738541575$$DView this record in ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften |
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| SubjectTerms | Arbeitsleistung Austauschtheorie High-performance work practices Hotel employees Hotellerie Performance outcomes Performance-Management Romania Rumänien Tourismusberufe Work engagement |
| Title | High-performance work practices and hotel employee performance: The mediation of work engagement |
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