High-performance work practices and hotel employee performance: The mediation of work engagement

被引：283

作者：

Karatepe, Osman M. ^{[1
]}

机构：

[1] Eastern Mediterranean Univ, Fac Tourism, Gazimagusa, Turkish Republi, Turkey

来源：

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2013年 / 32卷

关键词：

High-performance work practices; Hotel employees; Performance outcomes; Romania; Work engagement; HUMAN-RESOURCE MANAGEMENT; SERVICE RECOVERY; FRONTLINE EMPLOYEES; EMOTIONAL EXHAUSTION; JOB OUTCOMES; MODEL; COMMITMENT; BEHAVIORS; SATISFACTION; ANTECEDENTS;

D O I：

10.1016/j.ijhm.2012.05.003

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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. (C) 2013 Elsevier Ltd. All rights reserved.

引用

页码：132 / 140

页数：9

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