Purpose The purpose of this paper is to focus on the Greek banking sector and examine the indirect effects of high-performance work systems (HPWS) on service quality. Specifically, this study examines the effects of employees’ perceptions of HPWS on their trust toward their managers, as well as on service quality, through the mediating role of employee outcomes (measured by job satisfaction and affective commitment). In addition, trust is also tested for its role as a potential mediator and moderator in the relationship between HPWS and employee outcomes. Design/methodology/approach Partial least squares structural equation modeling was used on a sample of 350 front-line employees working in the Greek banking sector. Findings The findings showed that employee outcomes mediated the relationship between HPWS and service quality. On the other hand, although trust mediated the relationship between HPWS and employee outcomes, no support was found for its moderating effect. Finally, although not included in the initial analysis, trust was found to play a mediating and moderating role in the relationship between HPWS and service quality. Practical implications This study highlights the vital role that a “trusting” work environment has to play on employee attitudes and outcomes. As this study shows, the positive employee behaviors along with their willingness to accept and support organizational goals influence their level of productivity. Originality/value This study sheds lights on the mediating and moderating role of trust in the relationship between HPWS, employee outcomes, and service quality. Finally, implications are drawn for organizations, managers, and practitioners.

中文翻译：

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公认的高性能工作实践，员工态度和服务质量之间的联系

目的本文的目的是关注希腊银行业，并研究高性能工作系统（HPWS）对服务质量的间接影响。具体而言，本研究通过员工成果（通过工作满意度和情感投入来衡量）的中介作用，考察了员工对HPWS的看法对其对经理的信任以及服务质量的影响。此外，还对信任作为其在HPWS与员工绩效之间的潜在调解人和主持人中的作用进行了测试。设计/方法/方法在希腊银行业工作的350名一线员工的样本中使用了偏最小二乘结构方程模型。调查结果调查结果表明，员工的结果介导了HPWS与服务质量之间的关系。另一方面，尽管信任介导了HPWS与员工绩效之间的关系，但并未发现其调节作用的支持。最后，尽管最初的分析中没有包括信任，但人们发现信任在HPWS与服务质量之间的关系中起着中介和调节作用。实际意义本研究强调了“信任”工作环境必须对员工的态度和成果发挥至关重要的作用。如本研究所示，积极的员工行为以及他们接受和支持组织目标的意愿会影响他们的生产力水平。独创性/价值这项研究揭示了信任在HPWS，员工成果和服务质量之间的关系中的中介作用和调节作用。最后，对组织，管理人员和从业人员产生了影响。