How Service-oriented High Performance Work Systems shape hotel employees' performance outcomes: A study through employees' lens

The tourism and hospitality sector in Vietnam faces challenges due to rising customer demands and competition. This research examines how service-oriented high performance work systems (SHPWSs) can improve customer service and gain a competitive edge. The study found that SHPWSs promote proactive customer service performance and service recovery performance among front-line workers. The study also enriches the stream of SHPWSs research by unveiling both contextual (i.e., HRM system strength) and individual (i.e., proactive personality) boundary conditions for the effects of SHPWSs. The findings can help hospitality managers formulate effective strategies to promote specific employee service performances.