The researchers wanted to examine the mediating factors operating in the “black box” between HPWS and employee outcomes.
The authors obtained their data from a variety of customer-contact employees, such as front desk agents, food servers and concierges, in four and five-star hotels in the Romanian cities of Sibiu and Bucharest. They sent out questionnaires measuring psychological capital, such as self-reliance, hope, resilience and optimism, as well as work engagement, creative performance and extra-role performance. Supervisors were also asked their opinions.
The analysis of customer-contact employees and their supervisors in the Romanian hotel industry suggested that psychological capital and work engagement were the two most important factors operating in the “black box” between HPWS and employee outcomes.
There is great value for businesses in the conclusions of the research. It shows how critical it is to establish various HPWS programs that boost engagement, as well as indicating the importance of providing job security and designing recruitment processes that root out people with the right skills.
