Research limitations/implications – Data were collected in a single industry in Lithuania; therefore, further research in other services needs to be conducted to make generalisations on the applicability of the proposed empowerment-performance model to other industries. Practical implications – In the upscale hotel context, where employee turnover reduction and service quality improvement are critical, organisational empowerment can enhance employee job satisfaction, commitment, psychological empowerment and customer-oriented behaviour.
Originality/value – The paper provides empirical evidence of the positive effect of employee perceived HRM practices (organisational empowerment) on HR-related performance outcomes - employee attitudes (psychological empowerment, job satisfaction, affective commitment) and customer-oriented behaviour. Besides the role of empowerment in the HRM-performance linkage is defined and empirically tested.
Keywords HRM practices, Performance outcomes, Empowerment, Employees attitudes, Customer-oriented behaviour, Upscale hotels, Lithuania, Hotels
Paper type Research paper