บทบาทของตัวแปรคั่นกลางในความสัมพันธ์ระหว่างระบบการบริหารงานที่มีประสิทธิภาพสูงกับผลการดำเนิงานของธุรกิจโรงแรมในประเทศไทย

Abstract

The objectives of this research were to 1) study the relationships between high performance work system (HPWS) and organizational performance, and 2) examine the influence of the mediating variables between HPWS and organizational performance in terms of perceived organizational support (POS), employee engagement (EE), in-role behavior (IRB) and organizational citizenship behavior (OCB). The unit of analysis was hotels. The sample size was 340 hotels in the ten most visited provinces in Thailand which were selected by using proportional stratified random sampling and contacted via postage. Data were collected from a manager and five frontline employees in each hotel. The final sample consisted of 155 managers and 733 frontline employees. Data aggregation was conducted by ICC(1), ICC(2), and r*wg(). These results revealed that the aggregation of the individual responses was justified and can be used as the organizational level. Data were then analyzed through confirmatory factor analysis (CFA) and structural equation modeling (SEM). The results showed that HPWS was positively related to organizational performance. In addition, there was the indirect relationship between HPWS and organizational performance through POS, EE, IRB and OCB. Thus, hotel managers should design HR practices in terms of training, rewards, and growth opportunity for enhancing the service quality of frontline employees, consequently increasing the hotel performance. Moreover, the implementation of HPWS signals employees that the hotels valued employees' contributions and taken care of their well-being. Therefore, the employees' perception of HPWS can positively contribute to their attitudinal and behavioral outcomes, and ultimately to hotel performance.