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Developing and Leveraging Human Capital Resource to Promote Service Quality: Testing a Theory of Performance
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.
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| PSB lt.dasar - Pascasarjana | 1 |
| Penerbit | United States: Sage Publication 2016 |
|---|---|
| Edisi | Vol. 42 No. 2, Feb 2016 |
| Subjek | Service quality High performance work systems collective human capital aggregated service orientation Vroom’s motivational framework |
| ISBN/ISSN | 1557-1211 |
| Klasifikasi | NONE |
| Deskripsi Fisik | 556 p. |
| Info Detail Spesifik | Journal of Management |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas |