Exploring High-Performance Work Systems and Sustainable Development in the Hospitality Industry

Chung-Jen Wang () and Zih-Rong Jiang ()
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Chung-Jen Wang: Department of Hotel and Restaurant Management, National Pingtung University of Science and Technology, Shufu Road, Pingtung 912301, Taiwan
Zih-Rong Jiang: Department of Hotel and Restaurant Management, National Pingtung University of Science and Technology, Shufu Road, Pingtung 912301, Taiwan

Sustainability, 2024, vol. 16, issue 22, 1-26

Abstract: This study examines the impacts of high-performance work systems (HPWS) on employee career decision-making self-efficacy (CDMSE) and service performance with regard to the theory of reasoned action in the hospitality industry. Recognizing the critical influence of human interaction and service quality on customer satisfaction, this study demonstrates that HPWS can lead to a motivated and skilled workforce, enhancing CDMSE and service excellence. Employing a quantitative research design, this study analyzes data collected from hospitality employees to assess the relationship between HPWS, CDMSE, and service performance. The findings reveal that HPWS significantly enhance employee service performance by boosting CDMSE, which in turn leads to proactive service behaviors. Furthermore, this study highlights the moderating role played by service climate, showing that a supportive environment amplifies the positive effects of HPWS on employee service outcomes. These insights contribute to an improved theoretical understanding of HR practices in the hospitality sector and offer practical implications for organizations aiming to improve service quality while supporting sustainable hospitality development.

Keywords: high-performance work systems; theory of reasoned action; career decision-making self-efficacy; service performance; service climate (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2024
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