期刊
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
卷 31, 期 3, 页码 885-895出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.ijhm.2011.10.007
关键词
High-performance human resource practices; Justice climate; Service climate; Service-oriented organizational citizenship behavior; Hotels
Integrating social exchange and information processing theories, this study examines the influence of high-performance human resource (HR) practices on service-oriented organizational citizenship behavior (OCB) through two climates-justice climate and service climate. This field study of 1133 customer contact employees and 119 human resource managers from 119 hotels in Taiwan has shown that social climates of justice and service mediate the influence of high-performance HR practices on service-oriented OCB. The study demonstrates that high-performance HR practices affect employees' cognition on how they are treated by hotels and what service behaviors are expected, which in turn can positively influence collective service-oriented OCB. (C) 2011 Elsevier Ltd. All rights reserved.
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