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Frontiers of Business Research in China

ISSN 1673-7326

ISSN 1673-7431(Online)

CN 11-5746/F

Postal Subscription Code 80-977

Front. Bus. Res. China    2016, Vol. 10 Issue (4) : 605-635
Orginal Article
Volunteer High Performance Work Systems and Service Performance: An Empirical Study of Beijing Olympic Volunteers
Yujie Cai1(), Jian Han2(), Siqing Peng3(), Luping Sun4()
1. Centre for People and Organisation, School of Management, Swansea University, Swansea SA1 8EN, UK; Institute of Leadership and Education Advanced Development, Xi’an Jiaotong-Liverpool University, Suzhou 215123, China
2. China Europe International Business School, Beijing 100193, China
3. Guanghua School of Management, Peking University, Beijing 100871, China
4. Business School, Central University of Finance and Economics, Beijing 100081, China
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This study examines the key human resources factors that affect volunteers’ service performance from the perspectives of volunteers and managers in the Beijing Summer Olympic Games of 2008. Survey data were collected from 1,727 volunteers and 243 managers at the Beijing Olympics test events held at 10 venues between November 2007 and April 2008. Regression analyses and a moderation test were combined to test the hypotheses. A set of high performance work systems (HPWS) for volunteers in the Beijing Summer Olympic Games were developed which include performance management, training, recognition, teamwork and volunteer participation. Volunteer HPWS were positively related to psychological empowerment, which was in turn positively related to service recovery performance. Moreover, transformational leadership moderates the relationship between volunteer HPWS and psychological empowerment in such a way that the relationship is stronger when transformational leadership is at a higher level than when it is at a lower level. Implications and limitations were also discussed.

Keywords Olympic volunteers      high performance work system      service performance      psychological empowerment      transformational leadership     
Issue Date: 20 January 2017
 Cite this article:   
Yujie Cai,Jian Han,Siqing Peng, et al. Volunteer High Performance Work Systems and Service Performance: An Empirical Study of Beijing Olympic Volunteers[J]. Front. Bus. Res. China, 2016, 10(4): 605-635.
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