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Using a multi-level analysis of a sample of 193 employees matched to 58 managers in a regional Australian hospital, this paper examines the effects of management and employee perceptions of high-performance work systems (HPWS) on HR outcomes. These relationships are examined across four distinct...
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This study tests the argument that human resource management in hotels enhances service-recovery performance and job satisfaction through empowering front-line employees to respond to service failures. After an initial phase of qualitative interviewing, dyadic data were gathered through a...
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