In this study, we examine how the high-performance work system (HPWS) can be used to promote positive employee behavior leading to higher organizational service performance in the hotel industry. Specifically, we suggest that the collective organizational citizenship behavior (OCB) of employees links the HPWS to organizational service performance, and a stronger procedural-justice climate of a hotel strengthens the relationship between the HPWS and the collective OCB. Using multi-source data drawn from 5290 employees across 180 independent franchise hotels in North America and customer feedback on each surveyed hotel, we found that the collective OCB mediates the relationship between the HPWS and organizational service performance, and when hotels have a stronger procedural-justice climate, the mediating effect is more salient. The implications of these findings for tourism researchers and practitioners are discussed.

在这项研究中，我们研究了如何使用高绩效工作系统 (HPWS) 来促进积极的员工行为，从而提高酒店业的组织服务绩效。具体而言，我们建议员工的集体组织公民行为 (OCB) 将 HPWS 与组织服务绩效联系起来，而酒店更强大的程序公正氛围会加强 HPWS 与集体 OCB 之间的关系。使用来自北美 180 家独立特许经营酒店的 5290 名员工的多源数据以及每家接受调查的酒店的客户反馈，我们发现集体 OCB 调解 HPWS 与组织服务绩效之间的关系，并且当酒店具有更强的程序时-公正风气，中介作用更加突出。