Maria Augusta Siqueira Mathias, Na Fu, O. Oliveira
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Structuring a Training-Oriented High Performance Work System: A Systematic Review on Frontline Employees in the Service Sector
Given the service sector’s inherent dynamism, organizations ultimately rely on their employees’ and managers’ knowledge, skills, and capabilities to complete tasks for their clients. However, the lack of pragmatic guidance for human resource development (HRD) professionals in the literature on a training-oriented high performance work system (HPWS) for frontline employees (FLE) justifies this study’s systemization of context-specific dimensions and implementation drivers. A systematic review in the period of 2008 to 2018 identified 185 potential articles, which, after a thorough content investigation, resulted in 90 papers that substantiated the proposal of 5 dimensions and 14 drivers for this particular HPWS. This paper’s main scientific contribution is the promotion of a better understanding of the conceptual work on the theme through a structured overview. The systemization of unprecedented dimensions and drivers of a training-oriented HPWS for FLE allows HRD professionals to efficiently plan their initiatives. It constitutes this article’s novelty and central applied contribution.
期刊介绍:
As described elsewhere, Human Resource Development Review is a theory development journal for scholars of human resource development and related disciplines. Human Resource Development Review publishes articles that make theoretical contributions on theory development, foundations of HRD, theory building methods, and integrative reviews of the relevant literature. Papers whose central focus is empirical findings, including empirical method and design are not considered for publication in Human Resource Development Review. This journal encourages submissions that provide new theoretical insights to advance our understanding of human resource development and related disciplines. Such papers may include syntheses of existing bodies of theory, new substantive theories, exploratory conceptual models, taxonomies and typology developed as foundations for theory, treatises in formal theory construction, papers on the history of theory, critique of theory that includes alternative research propositions, metatheory, and integrative literature reviews with strong theoretical implications. Papers addressing foundations of HRD might address philosophies of HRD, historical foundations, definitions of the field, conceptual organization of the field, and ethical foundations. Human Resource Development Review takes a multi-paradigm view of theory building so submissions from different paradigms are encouraged.