Service-oriented high performance human resource practices and proactive work behavior: A moderated mediation model

Gökhan Kenar and Murat Yeşiltaş

The Service Industries Journal, 2024, vol. 44, issue 3-4, 237-264

Abstract: Service-oriented high-performance human resource practices are a very useful tool for ensuring service quality in the hospitality and tourism industry. Based on the social exchange theory, social learning theory, and the human resource management-performance model, this study investigates how and when service-oriented high-performance human resource practices influence positive employee behaviors. The purpose of this study is to investigate the role of service-oriented high-performance human resource practices on proactive work behavior. The study further investigates the mediating role of service orientation and the moderating role of service leadership in this relationship. Data were analyzed using PROCESS macro. The results of the study revealed that service-oriented high-performance human resource practices directly trigger proactive work behavior, and service orientation has a mediating role in this relationship. Furthermore, service leadership has a moderated mediation role in the effect of service-oriented high-performance human resource practices on proactive work behavior through service orientation.

Date: 2024
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DOI: 10.1080/02642069.2023.2261857

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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