Fostering mutual gains: Explaining the influence of high-performance work systems and leadership on psychological health and service performance

Despite the growing importance of sustainable management of human resources, human resource management and leadership research on mutuality in the employment relationship has proceeded in a parallel fashion. Drawing on self-determination theory, this study proposes an integrative model of human growth by addressing two interrelated questions: (a) how and why experienced service-oriented high-performance work systems (HPWS) and unit service leadership relate to psychological health and service performance and (b) whether thriving at work and psychological health serially mediate the relationships between the two contextual antecedents and service performance. Our findings revealed that experienced service-oriented HPWS and unit service leadership related to service performance but indirectly through thriving at work. However, experienced service-oriented HPWS but not unit service leadership related to psychological health through thriving at work. Furthermore, thriving at work and psychological health serially mediated the relationship between experienced service-oriented HPWS (but not unit service leadership) and service performance.