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The purpose of this paper is to investigate how and when service-oriented high-performance work systems (HPWS) impact employees’ service performance.

Survey data was obtained from 568 frontline service employees and their supervisors across 92 branches of a large bank in China. The hypotheses were tested with hierarchical linear modeling.

The results suggested that service-oriented HPWS affected employee service performance via its simultaneous impact on employees’ service ability, customer orientation, and service climate perception. Moreover, the indirect effects of HPWS on service performance via service ability and customer orientation were significant only when service-oriented HPWS consensus was high.

To elicit employees’ provision of excellent service, organizations should invest in service-oriented HRM practices to improve all of their service ability, customer orientation, and service climate perception, making them able to, willing to, and having the chance to perform high-quality service performance. Organizations should also pay attention to the variability in employees’ HRM perceptions within the same group.

The research contributes to the extant literature by presenting a more complete understanding of how service-oriented HPWS elicits employee service performance, and when this HPWS is and is not effective.

With an increasing array of new technologies and devices emerging as novel approaches to museum narratives, scholars are intrigued by the narrative effect they produce. Within this context, this study aims to conduct a quantitative case study on the influencing mechanisms among technology embodiment, technology attachment, museum narrative effect and perceived museum image based on embodied cognitive theory (ECT).

By introducing the Opium War Museum, Dongguan City, Guangdong Province, China, as an empirical case study, the authors collected data, through questionnaires, from 425 visitors who had experienced virtual reality (VR) technology in the museum. The data was then analyzed by using the maximum likelihood estimate for structural equation modeling.

Technology embodiment and technology attachment have significant positive correlations with the museum narrative effect. Technology attachment provides a partial mediating effect between technology embodiment and the museum narrative effect. The perceived museum image moderates such mediating effects of technology attachment.

This study brings the emerging idea of developing visitor experiences with VR through expanding the applications of ECT in the museum scenario. First, the authors identified the underlying interaction patterns between various factors that influence the museum narrative effect. Second, the authors verified that technology can optimize the museum narrative effect and help the creative transformation of cultural relics and culture. This study also provides practical recommendations to improve the technological service experience and strengthen the “audience-centric” management concept of museums

随着越来越多的新技术和设备作为博物馆新颖的叙事方法出现, 学者们对它们产生的叙事效果感到兴趣。在这一背景下, 我们基于具身认知理论对技术具身感、技术依恋、博物馆叙事效果和感知博物馆形象之间的影响机制进行了定量案例研究。

通过引入中国广东省东莞市鸦片战争博物馆作为实证案例研究, 我们从体验了博物馆VR技术的425名参观者中收集了问卷数据。然后, 我们使用极大似然法估计结构方程模型对数据进行了分析。

(1) 技术具身感和技术依恋与博物馆叙事效果存在显著正相关关系。 (2) 技术依恋在技术具身感与博物馆叙事效果之间起到了部分中介作用。 (3) 感知博物馆形象调节了技术依恋的上述中介效应。

本研究通过扩展具身认知理论在博物馆场景中的应用, 提出了利用VR优化访客体验的新兴理念。首先, 我们识别了影响博物馆叙事效果的各种因素之间的潜在互动模式。其次, 我们验证了技术可以优化博物馆叙事效果, 并有利于文物和文化的创造性转化。本研究还提出了实际建议, 以改善技术服务体验, 并加强博物馆“以观众为中心”的管理理念。

As an increasingly important variable in the career field, career sustainability has received particular attention, yet few empirical studies have been conducted to examine its antecedents. The authors propose a moderated mediation model based on the goal-setting theory and the wise proactivity perspective for exploring when and how self-goal setting can influence career sustainability.

The authors use a time-lagged design and collect three waves of data from 1,260 teachers in basic education schools in China. The authors test the proposed hypotheses with SPSS 26.0 and Mplus 8.3.

The results show that self-goal setting positively relates to career sustainability and that career crafting plays a mediating role in this relationship. This relationship is strengthened when perceived organizational goal clarity is high.

The authors extend the application scenarios of the goal-setting theory to the field of career research and find out that self-goal setting is also a self-initiated and wise antecedent of career sustainability. From a wise proactivity perspective, the authors examine the mediating mechanism of career crafting to make positive career outcomes. Furthermore, the authors consider the impact of perceived organizational goal clarity as a boundary condition and broaden the understanding of “when to wise proactivity” from the goal-setting theory.

Extensive research has made it possible for service climate (SC) to establish itself as “a pivotal construct from a practical and theoretical perspective in the services marketing and management literatures” (Auh et al., 2011, p. 427). Key to that interest is the role granted to SC in several important outcomes, such as customer satisfaction and loyalty. A closer look at the theoretical arguments and empirical evidence supporting such role reveals, however, several fragilities. The main purpose of this paper is to present some of those fragilities considered to be particularly relevant to identify possible ways to avoid them.

An extensive review of SC literature was conducted leading to the identification of several fragilities regarding the role of SC in customers experiences.

The literature review conducted revealed several limitations that warrant some caution regarding the general consensus concerning the role of SC in customers experiences.

The originality of this paper lies in the identification of several important issues regarding the arguments and empirical support that have been ignored in the literature regarding the role of SC in customers experiences.

This study clarifies how intra-organizational social capital (IOSC) and unit-organizational ambidexterity (UOA), using resource-based view and dynamic capability theory, together support organizational value creation. While there is research in strategic human resource management (SHRM) exploring the role of resources and its uses, there remains limited understanding of how resources are linked and their effective utilization in the service sector. This study aims to examine the mediating process linking employee-experienced service-oriented high-performance work systems (SHPWS) experienced by employees and service performance by integrating IOSC and UOA.

This study uses time lagged data from managers and employees of different branches of Chinese state-owned banks. To test the proposed hypotheses, path analysis was applied.

The path analysis results reveal that employee-experienced SHPWS is an important antecedent of service performance. Moreover, IOSC (as resources) and UOA (uses) strongly mediate the theorized relationship.

This study attempts to refine theory and practice with clearer, more insightful and coherent means to better understand and help unpack the ‘black box’ between SHPWS-performance relationships through a new linkage model.

The purpose of this paper is to investigate how service-oriented high-performance work systems (HPWSs) contribute to logistics performance and the mediation mechanisms underlying this relationship.

Employees and their managers from logistics departments and/or business departments of manufacturing firms in the Vietnamese business setting were recruited as participants in the data collection. Structural equation modeling was employed for the data analysis.

Service-oriented HPWSs demonstrated the positive effects on logistics performance via serving culture. Serving culture was found to have the positive link with logistics performance via the mediating roles of collective role breadth self-efficacy and collective customer knowledge.

The current research extends the logistics management research by identifying service-oriented HPWSs as an antecedent of logistics performance as well as the mediation mechanisms underlying this effect.

The purpose of this study is to examine how social ties (i.e. business ties and political ties) affect the adoption of green innovation in the context of emerging economies, separately and comparatively. In addition, this study also seeks to examine how absorptive capacity shapes the relationships between social ties and the adoption of green innovation.

A theoretical model with hypothesized relationships is proposed and tested using regression in SPSS. This study’s sample consists of a dataset covering 272 Chinese firms (based on a total of 544 respondents) operating in various industries with two key informants in each firm.

The authors find that business ties and political ties both facilitate the adoption of green innovation, whereas business ties influence the adoption more strongly than political ties do. This study’s findings also show that absorptive capacity strengthens the positive relationships between the two types of social ties and the adoption of green innovation.

Although scholarship has amply documented the role that social ties play in influencing corporate performance, few studies have considered how and under what conditions these ties can impact the adoption of green innovation. Overall, the authors add value to the environmental management and social capital literature by providing novel insights into the differential roles that business ties and political ties play in the adoption of green innovation under the influence of absorptive capacity.

The purpose of this paper is to understand and describe the conditions that compel and underscore global supply chain (SC) adaptations.

Insights from contingency theory, Porter's economic cluster theory and international factory mapping are used to analyze the SC adaptations that follow when an automotive firm moves from a domestic to a global SC.

An automotive global SC adaptation includes market entry considerations, the establishment of a three‐stage flexible time‐ and production‐based supplier network plan, and the integration of logistics partners.

SC adaptations are an important consideration for any manufacturing expansion effort, especially international ones. Varying production levels impact supplier relationships and decisions and may result in varied supplier perspectives. Government regulations influence entry and routine decisions, while logistics issues and costs play an integral role in supplier perceptions and reactions.

With the rapid expansion of the Chinese auto market, entering manufacturing firms need more information about how to strategically locate, and develop and support supplier networks. A stepped supplier network establishment approach optimizes benefits for both manufacturing firm and suppliers. Evaluating and integrating logistics issues also sets the stage for future expansion efforts at optimal cost and supplier support.

The internationalization of the automotive SC involves adaptations that can only be successful through advance planning, strategic supplier networking, and systematic logistics integration.

Citizens are substantial stakeholders in every e-government system, thus their willingness to use and ability to access the system are critical. Unequal access and information and communication technology usage, which is known as digital divide, however has been identified as one of the major obstacles to the implementation of e-government system. As digital divide inhibits citizen’s acceptance to e-government, it should be overcome despite the lack of deep theoretical understanding on this issue. This research aimed to investigate the digital divide and its direct impact on e-government system success of local governments in Indonesia as well as indirect impact through the mediation role of trust. In order to get a comprehensive understanding of digital divide, this study introduced a new type of digital divide, the innovativeness divide.

The research problems were approached by applying two-stage sequential mixed method research approach comprising of both qualitative and quantitative studies. In the first phase, an initial research model was proposed based on a literature review. Semi-structured interview with 12 users of e-government systems was then conducted to explore and enhance this initial research model. Data collected in this phase were analyzed with a two-stage content analysis approach and the initial model was then amended based on the findings. As a result, a comprehensive research model with 16 hypotheses was proposed for examination in the second phase.

In the second phase, quantitative method was applied. A questionnaire was developed based on findings in the first phase. A pilot study was conducted to refine the questionnaire, which was then distributed in a national survey resulting in 237 useable responses. Data collected in this phase were analyzed using Partial Least Square based Structural Equation Modeling.

The results of quantitative analysis confirmed 13 hypotheses. All direct influences of the variables of digital divide on e-government system success were supported. The mediating effects of trust in e-government in the relationship between capability divide and e-government system success as well as in the relationship between innovativeness divide and e-government system success were supported, but was rejected in the relationship between access divide and e-government system success. Furthermore, the results supported the moderating effects of demographic variables of age, residential place, and education.

This research has both theoretical and practical contributions. The study contributes to the developments of literature on digital divide and e-government by providing a more comprehensive framework, and also to the implementation of e-government by local governments and the improvement of e-government Readiness Index of Indonesia.

This study aims to provide an up-to-date theoretically based qualitative review regarding the “high-performance work systems” (HPWS) approach in the area of the tourism and hospitality management. The aim is to classify the so-far studies between those that examine the general “black-box” issue and those that investigate the actual process of the “black-box.” Finally, this study identifies the “gaps” in the literature and provides avenues for further research.

This review is based on a systematic critical analysis of the HPWS research that has been conducted explicitly on the tourism and hospitality industry during the years 2004-2019 (N = 28), published in core HRM and management journals.

This study identifies a significant gap in the progress of the HPWS research in the tourism and hospitality sector, contrary to the so-far research in the generic human resource management (HRM) literature. Hence, recommendations and suggestions are provided for advancing the HPWS research in the particular sector, including the need for more advanced conceptual and statistical models by focusing specifically on the process of the “black-box.”

The present review contributes considerably to the HPWS research in the tourism and hospitality sector and recommends avenues for further research in enhancing the overall HPWS literature.

This is the first study that reviews the HPWS literature in the tourism and hospitality sector, in an effort to reconcile the differences between the present sector and the generic HRM literature.