High Performance Work Systems and Role Performance: A Cross-Level Test of the AMO Framework

Abstract

Drawing on the Ability-Motivation-Opportunity (AMO) framework, we proposed and tested a cross-level model of the motivational pathways through which unit HPWS relates to global service performance. Data were obtained from frontline employees, supervisors, and department managers in departments of three- to five-star hotels located in major cities in South Korea. Results of multilevel structural equation modelling (MSEM) analysis revealed that power distance moderated the relationship between unit- and experienced service- specific HPWS such that the relationship was stronger when power distance is low rather than high. Moreover, customer knowledge, positive mood, and perceived service climate separately related to global service performance and also mediated the experienced service-specific HPWS-global service performance relationship. Lastly, power distance moderated the indirect relationships of unit service-specific HPWS with global service performance via experienced service-specific HPWS and customer knowledge, and via experienced service-specific HPWS and positive mood. These findings yield implications for the strategic HRM literature by highlighting the additive model of the AMO framework to achieve superior performance.