HIGH PERFORMANCE WORK SYSTEMS AND SERVICE DELIVERY: THE MEDIATING ROLE OF MANAGERIAL VALUES IN THE NIGERIAN TOURISM INDUSTRY

Abstract

Research into high performance work systems appears congruent on its substantiality in driving outcomes of service offerings and related features. Recent changes in managerial values across the Tourism industry, particularly hotels, due to the emerging realities of business operations and survival of post COVID-19 and other crisis factors, however, suggest rising concerns over job insecurity, poor staff safety and health and other factors based on the new normal. This paper, in investigating the mediating effect of managerial values on the relationship between high performance work systems and service delivery in 4-star hotels in the South-south of Nigeria, revealed that while the relationship between high performance work systems (information sharing and decision-making) and service delivery is significant, managerial values does not significantly mediate or explain the relationship between the variables. The findings point to high performance work systems as a significant predictor of service delivery. Thus, it was affirmed that high performance work systems enables the effective control and health of related processes through information sharing and decentralized decision making such that enrich communications, creativity levels and thus facilitate features that are conducive and necessary for outcomes of service delivery. It is therefore recommended that managers create enabling environment for decentralised decision-making, information sharing links and creativity for efficient service delivery.