The internal ecosystem of high performance work system and employee service-providing capability : A contingency approach for servitizing firms

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journalpeer-review

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Original languageEnglish
Pages (from-to)402-410
Journal / PublicationJournal of Business Research
Online published25 Feb 2019
Publication statusPublished - Nov 2019


Servitization, or expanding service offerings associated with products, is increasingly central to sustaining competitive advantage in manufacturing industries. We propose the role of an internal ecosystem of human resource practices—High Performance Work System (HPWS)—and the contingent effects of environmental conditions—industry dynamism and industry complexity—as drivers of employee service-providing capability. Based on longitudinal data from 217 firms representing 718 firm-years, HPWS is positively associated with the service-providing capability of employees, and this association is stronger at higher levels of environmental dynamism or environmental complexity. This research contributes to the servitization literature by examining how employee service-providing capability relies on the internal ecology of employee practices and changes in the external environment.

Research Area(s)

  • Environmental conditions, High performance work systems, Service-providing capability, Servitization

Citation Format(s)