Unlocking service excellence: the hierarchical impact of high-performance human resource practices

Purpose Based on the ability–motivation–opportunity (AMO) model, this research aims to examine the hierarchical impact of high-performance human resource practices (HPHRPs) on the work practices and service performance of hospitality organizations. Design/methodology/approach Through an extensive analysis of time-lagged, multilevel and multisource data encompassing 721 employees and 153 stores across 17 restaurant brands in Taiwan, this study illuminated the hierarchical impact of HPHRPs in fostering a service-oriented environment. Findings This study reveals that HPHRPs have a direct positive effect on service performance. It also highlights an exclusive indirect positive impact, indicating that HPHRPs contribute to elevated service performance through the multilevel mediating effect of team engagement. A distinctive aspect of this study is that it identifies service climate as a critical multilevel moderator, strengthening the positive relationship between HPHRPs and team engagement. Additionally, service climate is found to be a key factor that amplifies the indirect multilevel positive effect HPHRPs have on service performance by reinforcing team engagement. Practical implications Strategically implementing robust HPHRPs, fostering a stimulating work environment and emphasizing team interaction can help hospitality organizations cultivate workplaces that deliver unparalleled guest experiences. Originality/value This study offers a strategic roadmap for the hospitality industry with a comprehensive multilevel HPHRPs framework that is customized to the specific needs of the workforce, and focused on fostering a service climate to maximize the positive outcomes of service excellence.