High-performance work system in service sector: review and framework development

Dimple and Vijay Kuriakose

The Service Industries Journal, 2025, vol. 45, issue 3-4, 374-406

Abstract: Considering the emerging role of high-performance work system (HPWS) in service-oriented firms, the present review has consolidated the recent trends in HPWS literature in the service sector. The systematic literature review methodology is applied to extract 82 articles from 2006 to 2022. The MAXQDA software is used for the qualitative content analysis of the texts in the articles. Based on the literature review and qualitative content analysis, the framework is developed to conceptualize the positive and negative outcomes of HPWS in service-oriented firms. The proposed framework is backed by the resource-based view and job demand-resource model and provides insights into the research directions for the progress of the service sector.

Date: 2025
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DOI: 10.1080/02642069.2023.2240721

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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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