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Service-oriented high-performance work systems and service-oriented behaviours in public organizations: the mediating role of work engagement

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  • Trong Tuan Luu

Abstract

Service orientation in the HRM system is a lever for public employees to serve the public even beyond their work roles. Our research seeks to understand how work engagement links service-oriented high-performance work systems (HPWSs) to public employees’ service-oriented behaviours. Employees and their managers from public legal service agencies in the Vietnamese context were recruited as participants in our research project. The research results demonstrated the role of employee work engagement in mediating the relationships between service-oriented HPWSs and service-oriented in-role performance as well as service-oriented organizational citizenship behaviour (OCB). The interactions were also found between service-oriented HPWSs and HRM system strength, as well as between service-oriented HPWSs and public service motivation in catalysing work engagement.

Suggested Citation

  • Trong Tuan Luu, 2019. "Service-oriented high-performance work systems and service-oriented behaviours in public organizations: the mediating role of work engagement," Public Management Review, Taylor & Francis Journals, vol. 21(6), pages 789-816, June.
    • Handle: RePEc:taf:rpxmxx:v:21:y:2019:i:6:p:789-816
    DOI: 10.1080/14719037.2018.1526314
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    Cited by:

    1. Yu-Shan Chen & Chun-Ming Lien & Wei-Yuan Lo & Fuh-Shyong Tsay, 2021. "Sustainability of Positive Psychological Status in the Workplace: The Influence of Organizational Psychological Ownership and Psychological Capital on Police Officers’ Behavior," Sustainability, MDPI, vol. 13(5), pages 1-16, March.
    2. Asante, Daniel & Tang, Chunyong & Kwamega, Michael & Asante, Eric Adom, 2022. "In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    3. Roshni Das, 2023. "Does public service motivation predict performance in public sector organizations? A longitudinal science mapping study," Management Review Quarterly, Springer, vol. 73(3), pages 1237-1271, September.
    4. Lin, Chiou-Shiu & Jin, Ming & Huang, Pei-Chi & Xiao, Ran, 2023. "Does it take two to tango? The joint role of high-performance work systems and ethical leadership," Journal of Business Research, Elsevier, vol. 156(C).
    5. Hsiang-Yu Ma & Jui-Chung Kao & Rui-Hsin Kao & Cheng-Chung Cho, 2020. "How to Shape the Employees’ Sustainable Work Attitude: The Moderating Effect of Supervisor Attitudes," Sustainability, MDPI, vol. 12(20), pages 1-27, October.

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