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首页> 外文期刊>Journal of Applied Psychology >Do They See Eye to Eye? Management and Employee Perspectives of High-Performance Work Systems and Influence Processes on Service Quality
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Do They See Eye to Eye? Management and Employee Perspectives of High-Performance Work Systems and Influence Processes on Service Quality

机译：他们看见了吗？高性能工作系统的管理层和员工观点以及对服务质量的影响过程

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摘要

Extant research on high-performance work systems (HPWS_s) has primarily examined the effects of HPWS_s on establishment or firm-level performance from a management perspective in manufacturing settings. The current study extends this literature by differentiating management and employee perspectives of HPWS_s and examining how the two perspectives relate to employee individual performance in the service context. Data collected in three phases from multiple sources involving 292 managers, 830 employees, and 1,772 customers of 91 bank branches revealed significant differences between management and employee perspectives of HPWS_s. There were also significant differences in employee perspectives of HPWS_s among employees of different employment statuses and among employees of the same status. Further, employee perspective of HPWS_s was positively related to individual general service performance through the mediation of employee human capital and perceived organizational support and was positively related to individual knowledge-intensive service performance through the mediation of employee human capital and psychological empowerment. At the same time, management perspective of HPWS_s was related to employee human capital and both types of service performance. Finally, a branch's overall knowledge-intensive service performance was positively associated with customer overall satisfaction with the branch's service.
机译：对高性能工作系统（HPWS_s）的现有研究主要从制造环境中的管理角度检查了HPWS_s对机构或公司级绩效的影响。当前的研究通过区分HPWS_s的管理和员工观点并检查这两种观点如何与服务上下文中的员工个人绩效联系起来，从而扩展了该文献。在三个阶段从91个银行分支机构的292名经理，830名员工和1,772名客户的多个来源收集的数据显示，HPWS_s的管理和员工观点之间存在显着差异。在不同工作状态的雇员和相同状态的雇员之间，HPWS_s的雇员观点也存在显着差异。此外，HPWS_s的员工观点通过员工人力资本和感知的组织支持与个人一般服务绩效成正相关，并通过员工人力资本和心理赋权与个人知识密集型服务绩效成正相关。同时，HPWS_s的管理观点与员工的人力资本和两种服务绩效有关。最后，分支机构的整体知识密集型服务绩效与客户对分支机构服务的总体满意度成正比。

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