High-Performance Human Resource Practices, Citizenship Behavior, and Organizational Performance: A Relational Perspective

Taking a relational perspective on the employment relationship, we examined processes (mediation and moderation) linking high-performance human resource practices and productivity and turnover, two indicators of organizational performance. Multilevel analysis of data from hotels in the People's Republic of China revealed that service-oriented organizational citizenship behavior (OCB) partially mediated the relationships between high-performance human resource practices and both performance indicators. Unemployment rate moderated the service-oriented OCB–turnover relationship, and business strategy (service quality) moderated the service-oriented OCB–productivity relationship.