High-performance Work Systems and Work Engagement : Mediating Roles of Customer Orientation and Learning Goal Orientation

Previous studies have shown that high-performance work systems (HPWS) enhance work engagement, while little is known about how customer-oriented services and learning-related factors mediate between the two constructs. Using survey data from 224 nurses from two acute care hospitals in Japan, this study examined how HPWS affects work engagement through customer orientation and learning goal orientation (LGO). The results of structural equation modeling indicated that HPWS promoted work engagement mediated through customer orientation and that HPWS promoted work engagement mediated through customer orientation and subsequently through LGO, while there was no significant direct effect of HPWS on work engagement. The findings are discussed both theoretically and practically.