Service-oriented high-performance work systems and service role performance: Applying an integrated extended self and psychological ownership framework

How do organizations build an internal capability or processes to implement a service excellence strategy and thereby create sustained competitive advantage? Drawing on integrated extended self psychology of ownership framework as well Bowen Ostroff’s human resource (HR) system strength perspective, this study examines linking perceived service-oriented high-performance work systems (HPWS) overall role performance. Multi-wave data obtained from 530 employees 53 supervisors in the hospitality industry were used test our hypotheses. Multilevel structural equation modeling (MSEM) results revealed that higher levels supervisor customer orientation strengthened HPWS-employee relationship leading job-based psychological ownership. In turn, related performance together with employee orientation, sequentially mediated influence HPWS We interpret findings providing initial evidence alternative motivational pathway through which HR influences frontline role.