THE NEXUS OF FRONTLINE EMPLOYEES ORIENTATIONS AND HIGH-PERFORMANCE WORK PRACTICES: FRONTLINE EMPLOYEES’ PERSPECTIVE OF THEIR PERFORMANCE IMPLICATIONS

The study examines the influence of HPWPs and FLEs orientations on their work experiences; their customer relationship perception and potential business outcomes. The focus of the study is on FLEs in the Health and Hospitality industries. The hypothesised relationships are mediated by service customization. It is further hypothesised that these relationships are moderated by work intensification and fun at work. All proposed measures have robust psychometric properties in the two industries. Rival models were tested to establish which sets of variables are antecedents (HPWPs vs FLEs Orientations). The findings support the view that HPWPs are antecedents for FLEs marketing orientations.