Unlocking service excellence: the hierarchical impact of high-performance human resource practices

Abstract

Purpose

Based on the ability–motivation–opportunity (AMO) model, this research aims to examine the hierarchical impact of high-performance human resource practices (HPHRPs) on the work practices and service performance of hospitality organizations.

Design/methodology/approach

Through an extensive analysis of time-lagged, multilevel and multisource data encompassing 721 employees and 153 stores across 17 restaurant brands in Taiwan, this study illuminated the hierarchical impact of HPHRPs in fostering a service-oriented environment.

Findings

This study reveals that HPHRPs have a direct positive effect on service performance. It also highlights an exclusive indirect positive impact, indicating that HPHRPs contribute to elevated service performance through the multilevel mediating effect of team engagement. A distinctive aspect of this study is that it identifies service climate as a critical multilevel moderator, strengthening the positive relationship between HPHRPs and team engagement. Additionally, service climate is found to be a key factor that amplifies the indirect multilevel positive effect HPHRPs have on service performance by reinforcing team engagement.

Practical implications

Strategically implementing robust HPHRPs, fostering a stimulating work environment and emphasizing team interaction can help hospitality organizations cultivate workplaces that deliver unparalleled guest experiences.

Originality/value

This study offers a strategic roadmap for the hospitality industry with a comprehensive multilevel HPHRPs framework that is customized to the specific needs of the workforce, and focused on fostering a service climate to maximize the positive outcomes of service excellence.

Citation

Wang, C.-J. (2024), "Unlocking service excellence: the hierarchical impact of high-performance human resource practices", International Journal of Contemporary Hospitality Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJCHM-01-2024-0087