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TOYA Keiko
Department Professional Graduate School , Graduate School of Global Business Position Professor |
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| Language | English |
| Publication Date | 2007/08 |
| Type | Academic Journal |
| Peer Review | Peer reviewed |
| Title | Strategically-focused and Employee-experienced Work System: Service Quality as an Objective |
| Contribution Type | Co-authored (first author) |
| Journal | Academy of Management |
| Journal Type | Another Country |
| Publisher | Academy of Management Proceedings |
| Volume, Issue, Page | 2007(1) |
| Author and coauthor | Toya, Keiko, David P. Lepak |
| Details | 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. |
| URL for researchmap | https://journals.aom.org/doi/abs/10.5465/ambpp.2007.26530478 |