THE EFFECTS OF HIGH-PERFORMANCE WORK PRACTICES ON CRITICAL PERFORMANCE OUTCOMES: EVIDENCE FROM THE HOTEL INDUSTRY

Abstract

In this study, the authors propose and test a conceptual model that investigates the joint effects of high-performance work practices on creative performance and service recovery performance at the individual level of analysis. This study was conducted with full-time frontline employees in the four- and five-star hotels in Northern Cyprus. The previously mentioned relationships were tested via structural equation modeling. The results suggest that job security appears to be the most important indicator of high-performance work practices, followed by rewards, selection policies, empowerment, and training. The results further suggest that such indicators of high-performance work practices jointly influence creative performance and service recovery performance. The present study concludes with discussion of the findings and implications for research and practice.