High performance work systems in the tourism and hospitality industry: a critical review

Abstract

Purpose

This study aims to provide an up-to-date theoretically based qualitative review regarding the “high-performance work systems” (HPWS) approach in the area of the tourism and hospitality management. The aim is to classify the so-far studies between those that examine the general “black-box” issue and those that investigate the actual process of the “black-box.” Finally, this study identifies the “gaps” in the literature and provides avenues for further research.

Design/methodology/approach

This review is based on a systematic critical analysis of the HPWS research that has been conducted explicitly on the tourism and hospitality industry during the years 2004-2019 (N = 28), published in core HRM and management journals.

Findings

This study identifies a significant gap in the progress of the HPWS research in the tourism and hospitality sector, contrary to the so-far research in the generic human resource management (HRM) literature. Hence, recommendations and suggestions are provided for advancing the HPWS research in the particular sector, including the need for more advanced conceptual and statistical models by focusing specifically on the process of the “black-box.”

Practical implications

The present review contributes considerably to the HPWS research in the tourism and hospitality sector and recommends avenues for further research in enhancing the overall HPWS literature.

Originality/value

This is the first study that reviews the HPWS literature in the tourism and hospitality sector, in an effort to reconcile the differences between the present sector and the generic HRM literature.

Citation

Kloutsiniotis, P.V. and Mihail, D.M. (2020), "High performance work systems in the tourism and hospitality industry: a critical review", International Journal of Contemporary Hospitality Management, Vol. 32 No. 7, pp. 2365-2395. https://doi.org/10.1108/IJCHM-10-2019-0864