Volunteer High Performance Work Systems and Service Performance: An Empirical Study of Beijing Olympic Volunteers
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.
Dr Yujie Cai is Lecturer in Human Resource Management in Swansea University, School of Management, UK. He is also Honorary Fellow in University of Liverpool, Management School, and Research Fellow at the Institute of Leadership and Educational Advanced Development (ILEAD) at XJTLU. Dr Cai is Fellow of Higher Education Academy in the UK, and obtained the Certificate of Professional Studies in Learning and Teaching in Higher Education from University of Liverpool.
Dr Cai’s research interests include High Performance Work Systems, Occupational Safety, Cross-cultural Management, Employee Participation, Volunteer Workforce, etc. His work has been published in international peer-reviewed journals in HRM and global management areas. He has also received international research grants to sponsor his projects, e.g., Jiangsu Philosophy and Social Sciences Research Funding Programme (with Dr Bing Chen), National Natural Science Foundation of China (with Professor Fanmin Kong), International Labor Organisation (with Professor Mingwei Liu), and XJTLU Research Development Fund.
Dr Cai is member of British Academy of Management, International Association for Chinese Management Research, and Labour and Employment Relations Association (US). Besides academics, Dr Cai worked as Manager of Media Operations in the Beijing Organising Committee for the Games of the XXIX Olympiad from 2007 to 2008.
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