トヤ　ケイコ   TOYA Keiko   戸谷　圭子    所属   明治大学専門職大学院  明治大学グローバル・ビジネス研究科    職種   専任教授
言語種別	英語
発行・発表の年月	2007/08
形態種別	学術雑誌
査読	査読あり
標題	Strategically-focused and Employee-experienced Work System: Service Quality as an Objective
執筆形態	共著(筆頭者)
掲載誌名	Academy of Management
掲載区分	国外
出版社・発行元	Academy of Management Proceedings
巻・号・頁	2007(1)
著者・共著者	Toya, Keiko, David P. Lepak
概要	The article discusses high performance work systems (HPWS) which are designed to motivate employees in terms of commitment, involvement and improved performances, focusing on the use of HPWS in service industries, using service quality as an objective and addressing both the managerial and employee perspectives. Examples are drawn from a study of a national bank in Japan and hierarchical linear modeling is used to analyze the implementation and outcomes of service quality focused HPWS. A disconnect between what management reported doing and what employees perceived management doing was noted.
researchmap用URL	https://journals.aom.org/doi/abs/10.5465/ambpp.2007.26530478