Developing and leveraging human capital resource to promote service quality: Testing a theory of performance

Sam Aryee, Fred O. Walumbwa, Emmanuel Y. M. Seidu, Lilian E. Otaye

Research output: Contribution to journalArticlepeer-review

80 Citations (Scopus)

Abstract

Grounded in Vroom’s motivational framework of performance, we examine the interactive influence of collective human capital (ability) and aggregated service orientation (motivation) on the cross-level relationship between high-performance work systems (HPWS) and individual-level service quality. Results of hierarchical linear modeling (HLM) revealed that HPWS related to collective human capital and aggregated service orientation, which in turn related to individual-level service quality. Furthermore, both HLM and ordinary least squares regression analyses revealed a cross-level interaction effect of collective human capital and aggregated service orientation such that high levels of collective human capital and aggregated service orientation influence individual-level service quality.
Original languageEnglish
Pages (from-to)480-499
JournalJOURNAL OF MANAGEMENT
Volume42
Issue number2
Early online date2013
DOIs
Publication statusPublished - Feb 2016

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