Business School, Central University of Finance and Economics, Beijing, China.
Leeds University Business School, University of Leeds, Leeds, UK.
J Adv Nurs. 2024 Sep;80(9):3637-3652. doi: 10.1111/jan.16114. Epub 2024 Feb 28.
This study intends to investigate whether, how and when service-oriented high-performance work systems (SHPWSs) drive nurses' extra-role service behaviour.
This was a quantitative cross-sectional study conducted with matched nurse-patient participants.
We tested hypotheses using data from 284 nurses and their matched 566 patients. The data were collected in 2019. We conducted a set of hierarchical regression analyses to test our hypotheses.
The results showed that SHPWSs have a positive impact on job crafting, which, in turn, mediates the link between SHPWSs and extra-role service behaviours. Additionally, the influence of professional identification moderates these relationships. Specifically, SHPWSs are significantly and positively associated with job crafting among highly professionally identified nurses. The indirect effect is significantly positive when nurses strongly identify with their profession but not significant when their professional identification is low.
The results indicated that SHPWSs can elicit job crafting among higher professional identifiers, which further increases extra-role service behaviours towards patients.
Our research emphasizes the significance of HRM themes in the healthcare service industry and their direct impact on healthcare personnel. Shifting from a management-centric to an individual-centric perspective, we focus on the proactive role of nurses. Furthermore, this study enhances the understanding of the boundary conditions for the effectiveness of SHPWSs.
Nurses and their mated patients from a Chinese hospital contributed to this study by completing the survey.
本研究旨在探讨服务导向型高绩效工作系统（SHPWS）如何、何时以及如何驱动护士的角色外服务行为。
这是一项使用匹配的护士-患者参与者进行的定量横断面研究。
我们使用 284 名护士及其匹配的 566 名患者的数据检验了假设。数据于 2019 年收集。我们进行了一系列层次回归分析来检验我们的假设。
结果表明，SHPWS 对工作塑造有积极影响，而工作塑造则在 SHPWS 与角色外服务行为之间起到中介作用。此外，专业认同度的影响调节了这些关系。具体来说，在高度专业认同的护士中，SHPWS 与工作塑造呈显著正相关。当护士强烈认同自己的职业时，间接效应显著为正，但当他们的职业认同度较低时，间接效应不显著。
结果表明，SHPWS 可以激发高职业认同者的工作塑造，从而进一步增加对患者的角色外服务行为。
我们的研究强调了人力资源管理主题在医疗保健服务行业中的重要性及其对医疗保健人员的直接影响。我们从以管理为中心的视角转变为以个人为中心的视角，关注护士的积极主动作用。此外，本研究增进了对 SHPWS 有效性的边界条件的理解。
来自中国医院的护士及其配对患者通过完成调查为本研究做出了贡献。
