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Do they see eye to eye? Management and employee perspectives of high performance work systems and influence processes on service quality - Liao et al, 2009

9 important questions on Do they see eye to eye? Management and employee perspectives of high performance work systems and influence processes on service quality - Liao et al, 2009

What is the research aim and question of Liao at al, 2009?

This study extends the research on HPWS by differentiating management and employee perspectives of HPWS and examining how the 2 perspectives relate to employee individual performance in the service quality context

What are HPWS (high performance work systems) for service quality? (Liao et al, 2009)

HPWS is a system of HR practices designed to enhance employees competencies, motivation, and performance in providing high-quality service to external customers

Differences in employee perspective (difference between actual and perceived HRM) (Liao, et al, 2009), name two elements?

- Differences in exposure (employees with a high quality of LMX (leader-member exchange) with their supervisor will receive more opportunities within HR practices)
- Differences in perceptions of HR practices (differences in previous employment)

There are two motivation constructs that are related to individual employee job performance, namely psychological empowerment and perceived organisational support. What is meant with psychological empowerment? (Liao et al, 2009)

This refers to the individuals self motivating mechanisms, consisting of meaning, competency, self-determination and impact

There are two motivation constructs that are related to individual employee job performance, namely psychological empowerment and perceived organisational support. What is meant with perceived organisational support? (Liao et al, 2009)

This refers to the employees perceptions of the extent to which organisations value employees and care about their well-being. When employees receive high organisational support, employees may use behaviours valued by the organisation as currency to reciprocate the treatment from the organisation

Employee service performance influences the customer satisfaction on two levels (Liao et al, 2009), what are those two levels?

Individual level (one-on-one interaction may influence the customers satisfaction with the service)
Business-unit level (multiple encounters by multiple service employees in the unit)

What does the 'theory of job performance' suggest? (Liao et al, 2009)

This suggests that individuals knowledge, skills and abilities and motivation are determinants of individual performance and that the employee experience with HR interventions and other differences influences job performance through its impact on the individuals knowledge, skills, abilities and motivation

Name the various main 3 theories (Liao et al, 2009)?

Human capital, cognitive evaluation theory, social exchange theory

Conclusion and findings of Liao et al 2009? (4 points mentioned)

Employee human capital and perceived organisational support fully mediated the relationship between employee HPWS and general service performance
Human capital and psychological empowerment fully mediated the relationship between employee HPWS and knowledge-intensive service performance
Management HPWS was only directly related to employee human capital
Branch overall knowledge-intensive service performance was positively related to customer overall satisfaction

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Do they see eye to eye? Management and employee perspectives of high performance work systems and influence processes on service quality - Liao et al, 2009

9 important questions on Do they see eye to eye? Management and employee perspectives of high performance work systems and influence processes on service quality - Liao et al, 2009

What is the research aim and question of Liao at al, 2009?

What are HPWS (high performance work systems) for service quality? (Liao et al, 2009)

Differences in employee perspective (difference between actual and perceived HRM) (Liao, et al, 2009), name two elements?

There are two motivation constructs that are related to individual employee job performance, namely psychological empowerment and perceived organisational support. What is meant with psychological empowerment? (Liao et al, 2009)

There are two motivation constructs that are related to individual employee job performance, namely psychological empowerment and perceived organisational support. What is meant with perceived organisational support? (Liao et al, 2009)

Employee service performance influences the customer satisfaction on two levels (Liao et al, 2009), what are those two levels?

What does the 'theory of job performance' suggest? (Liao et al, 2009)

Name the various main 3 theories (Liao et al, 2009)?

Conclusion and findings of Liao et al 2009? (4 points mentioned)

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