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

Chung-Jen Wang (Department of Hotel and Restaurant Management, National Pingtung University of Science and Technology, Neipu, Taiwan)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 23 September 2024

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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.

Keywords

Acknowledgements

This research was financially supported through the major research plan of the National Science and Technology Council of Taiwan (Grant No. NSTC 112-2410-H-020 -008 -MY2).

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

Publisher

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Emerald Publishing Limited

Copyright © 2024, Emerald Publishing Limited

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