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.
Original language | English |
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Pages (from-to) | 480-499 |
Number of pages | 20 |
Journal | Journal of Management |
Volume | 42 |
Issue number | 2 |
Early online date | 23 Jan 2013 |
DOIs | |
Publication status | Published - 1 Feb 2016 |
Bibliographical note
-Keywords
- aggregated service orientation
- collective human capital
- high performance work systems
- service quality
- Vroom’s motivational framework