The internal ecosystem of high performance work system and employee service-providing capability: A contingency approach for servitizing firms

Kibok Baik, Kyoung Yong Kim and Pankaj C. Patel

Journal of Business Research, 2019, vol. 104, issue C, 402-410

Abstract: Servitization, or expanding service offerings associated with products, is increasingly central to sustaining competitive advantage in manufacturing industries. We propose the role of an internal ecosystem of human resource practices—High Performance Work System (HPWS)—and the contingent effects of environmental conditions—industry dynamism and industry complexity—as drivers of employee service-providing capability. Based on longitudinal data from 217 firms representing 718 firm-years, HPWS is positively associated with the service-providing capability of employees, and this association is stronger at higher levels of environmental dynamism or environmental complexity. This research contributes to the servitization literature by examining how employee service-providing capability relies on the internal ecology of employee practices and changes in the external environment.

Keywords: High performance work systems; Servitization; Service-providing capability; Environmental conditions (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (9)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:104:y:2019:i:c:p:402-410

DOI: 10.1016/j.jbusres.2019.02.028

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