Developing and Leveraging Human Capital Resource to Promote Service Quality
基于Vroom的动机绩效框架，研究集体人力资本与服务导向如何共同影响高绩效工作系统与个体服务质量的关系，发现两者在高水平时能提升服务质量。
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.