服务导向人力资源管理系统：结构体系、形成过程、双刃剑效应及其治理机制

As the service industry is thriving and characterized by increasingly fierce competition, investigating what predicts employees’ provision of high-quality service has garnered great interest from researchers and practitioners. Previous studies have provided support for the positive effect of generic human resource management systems (HRMs) on employees’ and organizations’ service outcomes. Recently, researchers extend this research stream by shifting the focus from generic HRM practices to service-oriented high performance work systems (SO-HRMs), which is a bundle of HRM practices oriented toward the delivery of high-quality performance and is demonstrated to have a closer relationship with service outcomes than generic HRM practices. Despite this, several issues still remain and need further examination. First, the prior literature paralleled SO-HRMs to generic HRMs, therefore primarily conceptualizing and measuring SO-HRMs according to the existing knowledge of generic HRMs. Apparently, this approach could not identify the particular HRM practice that matters to the service context. Second, the current research paid all attention to the positive effect of SO-HRMs, especially on the organization, and ignored its possible negative effect on the frontline service employees. Also, less attention has been devoted to the antecedents and forming mechanisms of SO-HRMs. To fill these research gaps, using an employee’s experienced SO-HRMs perspective, this project intends to conduct four studies. We begin with a preliminary study that explores the content, structure, and measurement of SO-HRMs. We then step to investigate the double-edged sword effects of SO-HRMs on service performance and employee well-being in study 2, and further identify moderators that strengthen its positive effect on service performance, and weaken its negative effect on employee well-being in study 3. That said, we intend to propose a governance mechanism that makes SO-HRMs balance service performance and employee well-being. In study 4, we shift the focus to the antecedents of SO-HRMs. Specifically, we aim to explore the forming process of SO-HRMs from an “intended-implemented-perceived perspective. To examine these questions, we will use a mixed research method including interview, survey, and case study. The project will contribute to the scholarly understandings of the construct, antecedents, and consequences of SO-HRMs. Practically it has implications for designing and developing particular human resource management to promote service excellence in the organizations.

随着服务产业的迅速发展，如何提升一线服务人员的服务绩效成为了一个倍受关注的课题。服务导向人力资源管理系统(SO-HRMs)是新近提出的一套聚焦于“提升服务质量”的人力资源管理活动体系，并被大量研究证实能够提高服务产出，为组织创造经济收益。然而，现有研究：在结构测量上，尚不能完全凸显“服务性”和“系统性”；在作用效果上，聚焦在组织利益而忽视了员工福祉；在形成机制上，忽略了不同层次的SO-HRMs之间的变异及其自上而下的演化。为了解决上述不足，本课题拟从员工体验入手，综合使用访谈、问卷和案例三种方法，依次探索 (1) SO-HRMs的内容、结构和测量，(2) SO-HRMs对服务绩效和员工幸福的双刃剑效应，(3)使SO-HRMs兼顾绩效与幸福的治理机制，以及 (4) SO-HRMs的形成机制与演化过程。本课题成果能深化SO-HRMs现有研究，并为企业构建和应用这套系统提供切实可行的建议。

近年来，随着服务经济的迅速发展，如何对一线服务人员进行科学有效的人力资源管理成为了一个倍受关注的话题。传统上，人们将一般性的人力资源管理系统置于服务情境下考虑和应用，但这未能充分考虑服务情境的特殊性，因此效果欠佳。本课题聚焦于“服务导向人力资源管理系统”（SO-HRMs），从员工体验入手，考察这套系统的内容结构、对服务绩效和员工幸福的双刃剑效应及其治理机制，及其形成机制与演化过程。. 本项目得到了一些重要发现。首先，基于文献分析、质化访谈与专家评价，提炼出了适合中国服务业情境的SO-HRMs及其五项内容要素。其次，基于问卷调查，发现这套系统不仅能提升服务绩效，还能激发服务创新。然而，进一步的研究发现该系统存在双刃剑效应：其对服务绩效的积极作用可能是以牺牲员工幸福为代价的，其作用会因为服务指标和作用机制而有性质上的显著不同。进一步地，本课题识别了能减缓SO-HRMs消极效应的个体（核心自我评价）和情境因素（服务型领导）。在明确了其复杂效应和治理机制后，本项目从“计划”“实施“和“感知”的差异入手，探究了SO-HRMs的形成机制与演化过程。在此基础上，本课题还就人力资源管理实施中“制度”与“管理者”的复杂关系、服务情境下的商业伦理等问题进行了考察。这些结果发表在Human Relations, JBE，BEER，IJHRM，管理评论、管理学报等杂志，并在APJHR杂志推出了HRM in China的研究专刊。本项目累积了多批调研数据，涉及典型服务行业的多层/配对/追踪数据。. 本项目的科学意义在于提出了一套适合我国服务业情境的人力资源管理内容体系和测量工具，深化了学术界对SO-HRMs的作用性质和效果的认识；识别了SO-HRMs阴暗面的治理机制；初步揭示了SO-HRMs在组织中可能的形成和演化过程。总体上，本课题成果能深化SO-HRMs现有研究，为企业构建和应用这套系统提供切实可行的建议。