High-performance work systems and proactive behavior: the mediating role of customer-oriented behavior
ISSN: 0142-5455
Article publication date: 30 October 2023
Issue publication date: 2 January 2024
Abstract
Purpose
Although high-performance work systems (HPWS) have been shown to promote employees' proactive behavior, only a limited number of studies have examined this process. This study explores how HPWS promote proactive behavior through learning goal orientation (LGO) and customer-oriented behavior (COB).
Design/methodology/approach
A questionnaire survey was conducted with 279 healthcare workers in nursing homes. Structural equation modeling was conducted to test the hypotheses.
Findings
The results show that HPWS positively influenced proactive behavior through COB and that HPWS positively influenced proactive behavior through LGO and subsequently through COB. The findings indicate that COB is vital in linking HPWS to proactive behavior in healthcare service organizations.
Originality/value
The results suggest that HPWS provide job resources that enable health care workers to take initiatives to change their work environment through performance management, incentive systems and training programs. This study is the first to identify the mediating role of COB in linking HPWS to proactive behavior.
Keywords
Acknowledgements
This study was supported by the Japan Society for the Promotion of Science KAKENHI (Grant Number 21K01693).
Citation
Matsuo, M. (2024), "High-performance work systems and proactive behavior: the mediating role of customer-oriented behavior", Employee Relations, Vol. 46 No. 1, pp. 1-18. https://doi.org/10.1108/ER-07-2022-0317
Publisher
:Emerald Publishing Limited
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