Linking service-oriented human resource practices bundle and frontline employee service performance: A test of cross-level mediating processes

• Published in: Journal of management & organization 2023-09, Vol.29 (5), p.815-832
• Main Authors: Huang, Chih, Peng, Jui-Chen
• Format: Article
• Language: English
• ISSN: 1833-3672; 1839-3527
• DOI: 10.1017/jmo.2022.20

Drawing on conservation of resources and signaling theories, this research aims to develop a cross-level serial mediation model of branch-level predictors of frontline employees' service performance. Specifically, we examined whether the service-oriented human resource practices bundle (SO-HRP bundle) affects frontline employees' service performance via person–environment fit (P–E fit) and work engagement. Based on a sample of 327 employees and their supervisors across 70 branches of two service corporations in Taiwan, it was found, first, that the SO-HRP bundle and work engagement have a significant positive relationship; second, that person–organization fit and person–job fit was each positively linked with work engagement; and finally, that the SO-HRP bundle sequentially formed a positive link with frontline employee service performance through P–E fit and work engagement. The findings shine new light on the cross-level serial mediation processes whereby employee service performance is enhanced owing to the SO-HRP bundle.