Multilevel analysis reveals that citizenship behaviors mediate human resource effects on productivity in hotel staff, indicating that economic and strategic contexts moderate workforce outcomes.
Taking a relational perspective on the employment relationship, we examined processes (mediation and moderation) linking high-performance human resource practices and productivity and turnover, two indicators of organizational performance. Multilevel analysis of data from hotels in the People's Republic of China revealed that service-oriented organizational citizenship behavior (OCB) partially mediated the relationships between high-performance human resource practices and both performance indicators. Unemployment rate moderated the service-oriented OCB–turnover relationship, and business strategy (service quality) moderated the service-oriented OCB–productivity relationship.
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Sun et al. (2007) studied this question.
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