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Wando Mount Pleasant Library
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Village Library
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St. Paul's/Hollywood Library
9 a.m. - 5 p.m.
Phone: (843) 889-3300
Otranto Road Library
9 a.m. - 5 p.m.
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Mt. Pleasant Library
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McClellanville Library
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Keith Summey North Charleston Library
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John's Island Library
9 a.m. - 5 p.m.
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Hurd/St. Andrews Library
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Folly Beach Library
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*open the 2nd and 4th Saturday
*open the 2nd and 4th Saturday
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Dorchester Road Library
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John L. Dart Library
9 a.m. - 5 p.m.
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9 a.m. - 5 p.m.
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Miss Jane's Building (Edisto Library Temporary Location)
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Phone: (843) 805-6930
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Do They See Eye to Eye? Management and Employee Perspectives of High-Performance Work Systems and Influence Processes on Service Quality.
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- Author(s): Hui Liao1 ; Keiko Toya2; Lepak, David P.3; Ying Hong3
- Source:
Journal of Applied Psychology. Mar2009, Vol. 94 Issue 2, p371-391. 21p.- Subject Terms:
- Source:
- Additional Information
- Abstract: Extant research on high-performance work systems (HPWSs) has primarily examined the effects of HPWSs on establishment or firm-level performance from a management perspective in manufacturing settings. The current study extends this literature by differentiating management and employee perspectives of HPWSs and examining how the two perspectives relate to employee individual performance in the service context. Data collected in three phases from multiple sources involving 292 managers, 830 employees, and 1,772 customers of 91 bank branches revealed significant differences between management and employee perspectives of HPWSs. There were also significant differences in employee perspectives of HPWSs among employees of different employment statuses and among employees of the same status. Further, employee perspective of HPWSs was positively related to individual general service performance through the mediation of employee human capital and perceived organizational support and was positively related to individual knowledge-intensive service performance through the mediation of employee human capital and psychological empowerment. At the same time, management perspective of HPWSs was related to employee human capital and both types of service performance. Finally, a branch's overall knowledge-intensive service performance was positively associated with customer overall satisfaction with the branch's service. [ABSTRACT FROM AUTHOR]
- Abstract: Copyright of Journal of Applied Psychology is the property of American Psychological Association and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
- Abstract:
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