The role of service orientation and service leadership in the effect of high performance human resources practices on proactive work behaviour

The purpose of this research is to investigate the moderated mediation role of service leadership in the impact of high-performance human resources practices on proactive work behavior through service orientation. Accordingly, the quantitative research method was adopted and the data were collected through a questionnaire. Data were gathered from five-star accommodation companies' employees in Antalya region of Turkey. The Process macro was used to test the hypotheses. Relationships between variables in social exchange theory, Den Hartog et al. (2004)'s HRM-performance model and social learning theory. According to the results of the research, it has been determined that high performance human resources practices have a positive effect on both service orientation and proactive work behavior. In addition, service orientation has a positive effect on proactive work behavior. Second, the mediating role of service orientation was found in the effect of high-performance human resources practices on proactive work behavior. Finally, it has been seen that service leadership has a moderated mediation role in the effect of high-performance human resources practices on proactive work behavior through service orientation. It has been determined that the mediation model is at the most significant level in cases where the service leadership is high, and the model becomes meaningless when the service leadership is low. According to the results of the research, it has been seen that both human resources practices and perceived leadership level are important factors for employees to exhibit proactive behavior. In this context, the results of the research contribute to the relevant literature by explaining the role of high-performance human resources practices in accommodation companies and how these practices are reflected on employee behaviors. In addition, it is thought to contribute to the field of service leadership, which is thought to be an effective leadership type in accommodation companies.