Leveraging perceived HPWS to improve service encounter quality in high-contact service industries

Keyphrases

• Service Industry 100%
• High Performance Work Systems 100%
• High-Contact Services 100%
• Service Encounter Quality 100%
• Psychological Contract Fulfillment 50%
• Overall Justice 50%
• Partial Least Squares Structural Equation Modeling (PLS-SEM) 33%
• Survey Response 16%
• Frontline Employees 16%
• Social Exchange Theory 16%
• Service Organizations 16%
• Three-wave 16%
• Managerial Perception 16%

Social Sciences

• Service Industries 100%
• High Performance Work Systems 100%
• Justice 60%
• Psychological Contract 60%
• Structural Equation Modeling 40%
• Social Exchange Theory 20%