Table 1.
Properties of the measurement model.
| HPWS (α = 0.937) | ||||||
|---|---|---|---|---|---|---|
| Dimension | Item | Loading | Mean | SDs | CR | AVE |
| Recruitment & Selection Zacharatos et al. (2005) | Great effort is taken to select the right person. | 0.774 | 3.50 | 1.091 | 0.905 | 0.704 |
| Long-term employee potential is emphasized | 0.711 | 3.50 | 0.962 | |||
| Considerable importance is placed on the staffing process | 0.600 | 3.68 | 1.063 | |||
| Very extensive efforts are made in selection | 0.612 | 3.46 | 1.118 | |||
| Cronbach’s α | 0.859 | |||||
| Training & Development Sun et al. (2007) | Extensive training programs are provided for individuals in customer contact or front-line jobs | 0.901 | 3.48 | 1.070 | 0.942 | 0.844 |
| Employees in customer contact jobs will normally go through training programs every few years | 0.806 | 3.46 | 1.144 | |||
| Formal training programs are offered to employees in order to increase their promotability in this organization | 0.517 | 3.34 | 1.195 | |||
| Cronbach’s α | 0.897 | |||||
| Employment Security Delery and Doty (1996) | Employees in this job can expect to stay in the hotel for as long as they wish | 0.584 | 3.85 | 0.874 | 0.835 | 0.628 |
| It is very difficult to dismiss an employee in this job | 0.617 | 3.41 | 1.004 | |||
| Job security is almost guaranteed to employees in this job | 0.534 | 3.46 | 1.000 | |||
| Cronbach’s α | 0.702 | |||||
| Perfor. Management Sun et al. (2007) | Performance is more often measured with objective quantifiable results | 0.684 | 3.37 | 0.830 | 0.907 | 0.765 |
| Performance appraisals are based on objective quantifiable results | 0.643 | 3.61 | 0.963 | |||
| Employee appraisals emphasize long term and group-based achievement | 0.507 | 3.70 | 0.843 | |||
| Cronbach’s α | 0.844 | |||||
| Incentives and Rewards Sun et al. (2007) | Individuals in this job receive bonuses based on the profit of the organization | 0.848 | 2.58 | 1.163 | 0.937 | 0.881 |
| Close tie or matching of pay to individual/group performance | 0.892 | 2.79 | 1.114 | |||
| Cronbach’s α | 0.865 | |||||
| Participation in Decision Making Delery and Doty (1996) | Employees in this job are allowed to make many decisions | 0.701 | 3.45 | 0.968 | 0.883 | 0.791 |
| Employees in this job are often asked by their supervisor to participate in decisions | 0.641 | 3.49 | 0.877 | |||
| Cronbach’s α | 0.736 | |||||
| Job Design Delery and Doty (1996) | The duties of this job are clearly defined | 0.761 | 3.62 | 0.909 | 0.926 | 0.806 |
| This job has an up-to-date job description | 0.672 | 3.75 | 0.964 | |||
| The job description for this job contains all of the duties performed by individual employees | 0.813 | 3.60 | 0.895 | |||
| Cronbach’s α | 0.855 | |||||
| Organizational Climate | ||||||
| Justice Climate Ambrose and Schminke (2009) | Overall, I’m treated fairly by my hotel | 0.759 | 3.95 | 0.816 | 0.914 | 0.780 |
| In general, I can count on this hotel to be fair | 0.769 | 3.82 | 0.964 | |||
| In general, the treatment I receive around here is fair | 0.878 | 3.81 | 0.961 | |||
| Cronbach’s α | 0.858 | |||||
| Service Climate Schneider et al. (1998) | How would you rate the recognition and rewards employees receive for the delivery of superior work and service? | 0.534 | 3.42 | 1.027 | 0.888 | 0.665 |
| How would you rate the overall quality of service provided by your hotel? | 0.699 | 3.85 | 0.875 | |||
| How would you rate the leadership shown by management in your hotel in supporting the service quality effort? | 0.714 | 3.85 | 1.000 | |||
| How would you rate the effectiveness of our communications efforts to both employees and customers? | 0.541 | 3.96 | 0.715 | |||
| Cronbach’s α | 0.829 | |||||
| Work Engagement | ||||||
| Vigor Schaufeli and Bakker (2004) based on Schaufeli et al. (2002) | At my work I always persevere, even when things do not go well | 0.731 | 4.21 | 0.740 | 0.915 | 0.783 |
| At my job, I am very resilient, mentally | 0.700 | 4.01 | 0.793 | |||
| At my job I feel strong and vigorous | 0.667 | 4.13 | 0.763 | |||
| Cronbach’s α | 0.842 | |||||
| Service-oriented OCB (α = 0.922) | ||||||
| Based on Bettencourt et al. (2001) | ||||||
| Loyalty | I say good things about this hotel to others | 0.723 | 3.98 | 0.787 | 0.938 | 0.790 |
| I generate favorable goodwill for the hotel | 0.663 | 4.00 | 0.822 | |||
| I encourage friends and family to use firm's products and services | 0.734 | 3.98 | 0.868 | |||
| I actively promote the firm's products and services | 0.777 | 4.11 | 0.821 | |||
| Cronbach’s α | 0.911 | |||||
| Service Delivery | I follow customer service guidelines with extreme care | 0.727 | 4.16 | 0.712 | 0.900 | 0.751 |
| I conscientiously follow guidelines for customer promotions | 0.876 | 4.12 | 0.755 | |||
| I follow up in a timely manner to customer requests and problems | 0.501 | 4.29 | 0.671 | |||
| Cronbach’s α | 0.832 | |||||
| Participation | I contribute many ideas for customer promotions and communications | 0.796 | 3.95 | 0.878 | 0.930 | 0.816 |
| I make constructive suggestions for service improvement | 0.878 | 3.79 | 0.848 | |||
| I frequently present to others creative solutions to customer problems | 0.927 | 3.85 | 0.856 | |||
| Cronbach’s α | 0.887 | |||||
Item loadings are based on Exploratory Factor Analysis for all measures used in this study (maximum likelihood extraction method; promax rotation) with a cutoff value = 0.50).
SDs: Standard Deviation; CR: Composite Reliability; AVE: Average Variance Extracted.