psychological empowerment

resource management

office

hospitality employees

emotional labor

hr practices

job engagement

organizational commitment

organizational citizenship

International Journal of Hospitality Management

• The findings reveal the actual process through which HPWS operates. • First, HPWS contributes to the creation of a justice and service climate. • Secondly, justice and service climates influence employees’ work engagement. • Finally, engaged employees exhibit service-oriented OCB. The present research investigates the effects of “High Performance Work Systems (HPWS)” on employees’ “work engagement” and “service-oriented Organizational Citizenship Behavior (OCB)”, through the development of a social and justice climate. In doing so, “Partial Least Squares Structural Equation Modeling (PLS-SEM)” was applied based on a convenient sample of 448 customer-contact hotel employees across ten Greek hotel organizations. In summary, the study reveals first the valuable contribution of HPWS towards the development of a justice and service climate, which in turn influence positively employees’ work engagement. As a consequence, employees respond by exhibiting extra role behaviors and by engaging in service-oriented OCB. Overall, the findings clarify the mechanism behind the HPWS process, known as the “black-box”, a valuable knowledge for professionals practicing Human Resource Management (HRM).

The effects of high performance work systems in employees’ service-oriented OCB