High Performance Work Systems for Service Quality: Boundary Conditions and Influence Processes
研究酒店所有权结构如何调节高绩效工作系统对服务绩效的影响，以及服务绩效与盈利能力的倒U型关系，对酒店管理者优化人力资源实践有参考价值。
Drawing on agency theory and the resource-based view, this study examines the moderating effect of hotel ownership structure on the relationship between high-performance work systems for service quality (HPWS-SQs) and service performance as well as the curvilinear relationship between hotel service performance and hotel profitability. Results from surveys and archival data of 126 hotels showed that when hotels were owned and operated by brands, HPWS-SQs had a positive effect on service performance. Moderated mediation analyses showed that service performance as a mediator accounted for the moderating effect of ownership and management structure on the relationship between HPWS-SQs and hotel profitability. In addition, service performance demonstrated an inverted U-shaped relationship with hotel profitability. These findings advanced the understanding of the boundary conditions and influence processes of HPWS-SQs on financial performance in service settings. © 2016 Wiley Periodicals, Inc.