How to cite this paper
Vuong, B & Sid, S. (2020). The impact of human resource management practices on employee engagement and moderating role of gender and marital status: An evidence from the Vietnamese banking industry.Management Science Letters , 10(7), 1633-1648.
Refrences
Aktar, A., & Pangil, F. (2017). The relationship between employee engagement, hrm practices and perceived organizational support: Evidence from banking employees” International Journal of Human Resource Studies, 7(3), 1-22.
Apak, S., Gümüş, S., Öner, G., et al. (2016). Performance Appraisal and a Field Study. Procedia - Social and Behavioral Sciences, 229, 104-114.
Armstrong, M., & Taylor, S. (2017). Handbook of Human Resource Management Practice. London, United Kingdom: Kogan Page Ltd
Bagozzi, R., & Yi, Y. (1988). On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Sciences, 16, 74-94.
Bem, S. L. (1974). The measurement of psychological androgyny. Journal of Consulting and Clinical Psychology, 42(2), 155-162.
Brinck, K., Otten, S., & Hauff, S. (2019). High-Performance Work Practices and Job Satisfaction: Gender's Moderating Role. European Management Review, 16(2), 333-345. doi:10.1111/emre.12348
Brown, D. (2002). Career Choice and Development 4th Edition. San Francisco, CA: Jossey-Bass.
Byars, L., & Rue, L. (2010). Human Resource Management (10th Ed.). Boston: McGraw-Hill.
Cantor, D. E., Morrow, P. C., & Montabon, F. (2012). Engagement in environmental behaviors among supply chain management employees: An organizational support theoretical perspective. Journal of Supply Chain Management, 48(3), 33-51.
Cesario, F. (2015). Employees perceptions of the importance of human resources management practices. Research Journal of Business Management, 9(3), 470-479.
Chand, M. (2010). The impact of HRM practices on service quality, customer satisfaction and performance in the Indian hotel industry. The International Journal of Human Resource Management, 21(4), 551-566.
Chiang, C.-F., Jang, S., Canter, D., et al. (2008). An expectancy theory model for hotel employee motivation: Examining the moderating role of communication satisfaction. International Journal of Hospitality & Tourism Administration, 9(4), 327-351.
Chughtai, A. A. (2013). Linking affective commitment to supervisor to work outcomes. Journal of Managerial Psychology, 28(6), 606-627.
Coens, A., & Jenkins, M. (2002). Abolishing Performance Appraisals: Why They Backfire and What to Do Instead San Francisco: Berret-Koehler Publishers, Inc.
Cohen, J. (1988). Statistical Power Analysis for The Behavioral Sciences. New York: Routledge Academic.
Cohen, J., Cohen, P., West, S. G., et al. (2003). Applied multiple regression/correlation analysis for the behavioral sciences, 3rd ed. Mahwah, NJ, US: Lawrence Erlbaum Associates Publishers.
Correll, S., xa, J, et al. (2007). Getting a Job: Is There a Motherhood Penalty? American Journal of Sociology, 112(5), 1297-1338.
Crawford, E. R., Rich, B. L., Buckman, B., et al. (2013). The antecedents and drivers of employee engagement. In C. Truss, K. Alfes, R. Delbridge, A. Shantz, & E. Soane (Eds.), Employee Engagement in Theory and Practice. London: Routledge.
Dajani, M. A. Z. (2015). The Impact of Employee Engagement on Job Performance and Organisational Commitment in the Egyptian Banking Sector. Journal of Business and Management Sciences, 3(5), 138-147.
Deaux, K., & Major, B. (1987). Putting gender into context: An interactive model of gender-related behavior. Psychological Review, 94(3), 369-389.
Delery, J. E., & Doty, D. H. (1996). Modes of theorizing in strategic human resource management: Tests of universalistic, contingency, and configurational performance predictions. The Academy of Management Journal, 39(4), 802-835.
Den Hartog, D. N., Boon, C., Verburg, R. M., et al. (2012). HRM, Communication, Satisfaction, and Perceived Performance: A Cross-Level Test. Journal of Management, 39(6), 1637-1665.
Dessler, G. (2019). Fundamentals of Human Resource Management (5th Ed.). USA: Pearson.
Diamantopoulos, A., Sarstedt, M., Fuchs, C., et al. (2012). Guidelines for choosing between multi-item and single-item scales for construct measurement: a predictive validity perspective. Journal of the Academy of Marketing Science, 40(3), 434-449.
Eagly, A. H. (1987). Sex differences in social behavior: A social-role interpretation. Hillsdale, NJ, US: Lawrence Erlbaum Associates, Inc.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Frazier, P. A., Tix, A. P., & Barron, K. E. (2004). Testing Moderator and Mediator Effects in Counseling Psychology Research. Journal of Counseling Psychology, 51(1), 115-134.
Gianakos, I. (2000). Gender Roles and Coping with Work Stress. Sex Roles, 42(11), 1059-1079
Gillani, S. M. F., Iqbal, S., Akram, S., et al. (2018). Specific antecedents of employees’ knowledge sharing behavior. VINE Journal of Information and Knowledge Management Systems, 48(2), 178-198.
González, J. V., & Garazo, T. G. (2006). Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behavior. International Journal of Service Industry Management, 17(1), 23-50.
Goodhue, D. L., Lewis, W., & Thompson, R. (2012). Does PLS have advantages for small sample size or non-normal data? MIS Quarterly, 36(3), 981-1001.
Gremler, D. D., & Gwinner, K. P. (2008). Rapport-Building Behaviors Used by Retail Employees. Journal of Retailing, 84(3), 308-324.
Hair, J. F., Hult, G. T. M., Ringle, C. M., et al. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). Thousand Oaks: Sage Publication, Inc.
Harrison, K. (2004). Why employee recognition is so important Retrieved from https://oelausd.org/sites/oelausd.org/files/EverydayHeroes/Why%20employee%20recognition%20is%20so%20important.pdf
Heery, E., & Noon, M. (2008). Dictionary of Human Resource Management (2nd Ed.). Oxford: Oxford University Press.
Herzberg, F. (1966). Work and The Nature of Man. Cleveland: World Publishing Company.
Hofstede, G. (2011). Dimensionalizing Cultures: The Hofstede Model in Context. Online Readings in Psychology and Culture, 2(1).
Ismail Hussein, N. (2019). Employee engagement and job performance in Lebanon: the mediating role of creativity. International Journal of Productivity and Performance Management, 68(3), 506-523.
Juhdi, N., Pa'wan, F., & Hansaram, R. M. K. (2013). HR practices and turnover intention: the mediating roles of organizational commitment and organizational engagement in a selected region in Malaysia. The International Journal of Human Resource Management, 24(15), 3002-3019.
Kahn, W. A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal, 33(4), 692-724.
Karatepe, O. M. (2013). High‐performance work practices, work social support and their effects on job embeddedness and turnover intentions. International Journal of Contemporary Hospitality Management, 25(6), 903-921.
Karatepe, O. M., Yavas, U., & Babakus, E. (2007). The effects of customer orientation and job resources on frontline employees' job outcomes. Services Marketing Quarterly, 29(1), 61-79.
Keil, M., Tan, B., Wei, W., et al. (2000). A cross-cultural study on escalation of commitment behavior in software projects. MIS Quarterly, 24(2), 299-325.
Khoreva, V. (2018). HR practices and employee performance: the mediating role of well-being. Employee Relations, 40(2), 227-243.
Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58.
Macey, W. H., & Schneider, B. (2008). The Meaning of Employee Engagement. Industrial and Organizational Psychology, 1(1), 3-30.
Marchington, M., & Kynighou, A. (2012). The dynamics of employee involvement and participation during turbulent times. The International Journal of Human Resource Management, 23(16), 3336-3354.
Maslach, C., Jackson, S. E., & Leiter, M. P. (1997). Maslach Burnout Inventory: Third edition. In Evaluating stress: A book of resources. (pp. 191-218). Lanham, MD, US: Scarecrow Education.
Mayor, E. (2015). Gender roles and traits in stress and health. Frontiers in Psychology, 6, 779-779.
McCauley, C., & Wakefield, M. (2006). Talent management in the 21st century: Help your company find, develop, and keep its strongest workers. Journal for Quality & Participation, 29(4), 4-7.
Milkovich, G. T., & Boudreau, J. W. (2008). Human Resource Management (8th Ed.). USA: Irwin.
Noe, R., Hollenbeck, J., Gerhart, B., et al. (2010). Human Resource Management: Gaining a Competitive Advantage. McGraw Hill.
Othman, R. (1999). Human resource management practice of service organizations: Evidence from selected Malaysian firms. Journal of Asia-Pacific Business, 2(3), 65-80.
Patterson, M. G., West, M. A., Shackleton, V. J., et al. (2005). Validating the organizational climate measure: links to managerial practices, productivity and innovation. Journal of Organizational Behavior, 26(4), 379-408.
Phillips, J. M. (1998). Effects of realistic job previews on multiple organizational outcomes: A meta-analysis. The Academy of Management Journal, 41(6), 673-690.
Rich, B. L., LePine, J. A., & Crawford, E. R. (2010). Job engagement: Antecedents and effects on job performance. Academy of Management Journal, 53(3), 617-635. doi:10.5465/AMJ.2010.51468988
Richardson, P., & Denton, D. K. (2005). How to create a high-performance team. Human Resource Development Quarterly, 16(3), 417-423.
Ringle, C. M., Wende, S., & Becker, J. M. (2015). SmartPLS 3. Boenningstedt: SmartPLS GmbH.
Robbins, S. P., & Judge, T. A. (2017). Organizational Behavior (16th Ed.). USA: Pearson
Rubel, M. R. B., Rimi, N. N., Yusliza, M.-Y., et al. (2018). High commitment human resource management practices and employee service behaviour: Trust in management as mediator. IIMB Management Review, 30(4), 316-329.
Russo, D. S., Mascia, D., & Morandi, F. (2018). Individual perceptions of HR practices, HRM strength and appropriateness of care: a meso, multilevel approach. The International Journal of Human Resource Management, 29(2), 286-310.
Saks, A. M. (2006). Antecedents and consequences of employee engagement. Journal of Managerial Psychology, 21(7), 600-619.
Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25(3), 293-315.
Schaufeli, W. B., Salanova, M., González-romá, V., et al. (2002). The measurement of engagement and burnout: A two sample confirmatory factor analytic approach. Journal of Happiness Studies, 3(1), 71-92.
Suan, C. L., & Nasurdin, A. M. (2014). An empirical investigation into the influence of human resource management practices on work engagement: the case of customer-contact employees in Malaysia. International Journal of Culture, Tourism and Hospitality Research, 8(3), 345-360.
Sultana, S., & Johari, H. B. (2017). Relationship between HRM practices and service oriented organizational citizenship behavior of female employees': A proposed model for further studies. International Journal of Economics, Commerce and Management, 5(8), 301-313.
Tinnhanhchungkhoan. (2019). Nhân sự ngân hàng lại “hot”. Retrieved from https://tinnhanhchungkhoan.vn/tien-te/nhan-su-ngan-hang-lai-hot-268391.html
Tinti, J. A., Venelli-Costa, L., Vieira, A. M., et al. (2017). The impact of human resources policies and practices on organizational citizenship behaviors. BBR. Brazilian Business Review, 14(6), 636-653.
Truss, C., Alfes, K., Delbridge, R., et al. (2013). Employee Engagement in Theory and Practice. London: Routledge.
Tsaur, S.-H., & Lin, Y.-C. (2004). Promoting service quality in tourist hotels: the role of HRM practices and service behavior. Tourism Management, 25(4), 471-481.
Ueno, A. (2014). Developing a conceptual model illustrating how HRM practices support each other in order to improve service quality. Procedia - Social and Behavioral Sciences, 148, 24-31.
Vance, R. J. (2006). Employee Engagement and Commitment: A Guide to Understanding, Measuring and Increasing Engagement in Your Organization. United States: SHRM Foundation.
Watson, T. J. (2010). Critical social science, pragmatism and the realities of HRM. The International Journal of Human Resource Management, 21(6), 915-931.
Wilches-Alzate, G. (2009). The relationship between rewards and recognition,service-oriented organizational citizenship behaviour, and customer satisfaction. (Doctor of Philosophy ), University of Waterloo, Canada.
Wilkinson, A., Gollan, P. J., & Marchington, M. (2012). The Oxford Handbook of Participation in Organisations. New York: Oxford University Press.
Williams, J. C., & Dempsey, R. (2014). What Works for Women at Work. New York: New YorkUniversity Press.
Wood, S. J., & Wall, T. D. (2007). Work enrichment and employee voice in human resource management-performance studies. The International Journal of Human Resource Management, 18(7), 1335-1372.
Zerbe, W. J., Dobni, D., & Harel, G. (1998). Promoting employee service behaviour: the role of perceptions of human resource management practices and service culture. Canadian Journal of Administrative Sciences, 15(2), 165–179.
Apak, S., Gümüş, S., Öner, G., et al. (2016). Performance Appraisal and a Field Study. Procedia - Social and Behavioral Sciences, 229, 104-114.
Armstrong, M., & Taylor, S. (2017). Handbook of Human Resource Management Practice. London, United Kingdom: Kogan Page Ltd
Bagozzi, R., & Yi, Y. (1988). On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Sciences, 16, 74-94.
Bem, S. L. (1974). The measurement of psychological androgyny. Journal of Consulting and Clinical Psychology, 42(2), 155-162.
Brinck, K., Otten, S., & Hauff, S. (2019). High-Performance Work Practices and Job Satisfaction: Gender's Moderating Role. European Management Review, 16(2), 333-345. doi:10.1111/emre.12348
Brown, D. (2002). Career Choice and Development 4th Edition. San Francisco, CA: Jossey-Bass.
Byars, L., & Rue, L. (2010). Human Resource Management (10th Ed.). Boston: McGraw-Hill.
Cantor, D. E., Morrow, P. C., & Montabon, F. (2012). Engagement in environmental behaviors among supply chain management employees: An organizational support theoretical perspective. Journal of Supply Chain Management, 48(3), 33-51.
Cesario, F. (2015). Employees perceptions of the importance of human resources management practices. Research Journal of Business Management, 9(3), 470-479.
Chand, M. (2010). The impact of HRM practices on service quality, customer satisfaction and performance in the Indian hotel industry. The International Journal of Human Resource Management, 21(4), 551-566.
Chiang, C.-F., Jang, S., Canter, D., et al. (2008). An expectancy theory model for hotel employee motivation: Examining the moderating role of communication satisfaction. International Journal of Hospitality & Tourism Administration, 9(4), 327-351.
Chughtai, A. A. (2013). Linking affective commitment to supervisor to work outcomes. Journal of Managerial Psychology, 28(6), 606-627.
Coens, A., & Jenkins, M. (2002). Abolishing Performance Appraisals: Why They Backfire and What to Do Instead San Francisco: Berret-Koehler Publishers, Inc.
Cohen, J. (1988). Statistical Power Analysis for The Behavioral Sciences. New York: Routledge Academic.
Cohen, J., Cohen, P., West, S. G., et al. (2003). Applied multiple regression/correlation analysis for the behavioral sciences, 3rd ed. Mahwah, NJ, US: Lawrence Erlbaum Associates Publishers.
Correll, S., xa, J, et al. (2007). Getting a Job: Is There a Motherhood Penalty? American Journal of Sociology, 112(5), 1297-1338.
Crawford, E. R., Rich, B. L., Buckman, B., et al. (2013). The antecedents and drivers of employee engagement. In C. Truss, K. Alfes, R. Delbridge, A. Shantz, & E. Soane (Eds.), Employee Engagement in Theory and Practice. London: Routledge.
Dajani, M. A. Z. (2015). The Impact of Employee Engagement on Job Performance and Organisational Commitment in the Egyptian Banking Sector. Journal of Business and Management Sciences, 3(5), 138-147.
Deaux, K., & Major, B. (1987). Putting gender into context: An interactive model of gender-related behavior. Psychological Review, 94(3), 369-389.
Delery, J. E., & Doty, D. H. (1996). Modes of theorizing in strategic human resource management: Tests of universalistic, contingency, and configurational performance predictions. The Academy of Management Journal, 39(4), 802-835.
Den Hartog, D. N., Boon, C., Verburg, R. M., et al. (2012). HRM, Communication, Satisfaction, and Perceived Performance: A Cross-Level Test. Journal of Management, 39(6), 1637-1665.
Dessler, G. (2019). Fundamentals of Human Resource Management (5th Ed.). USA: Pearson.
Diamantopoulos, A., Sarstedt, M., Fuchs, C., et al. (2012). Guidelines for choosing between multi-item and single-item scales for construct measurement: a predictive validity perspective. Journal of the Academy of Marketing Science, 40(3), 434-449.
Eagly, A. H. (1987). Sex differences in social behavior: A social-role interpretation. Hillsdale, NJ, US: Lawrence Erlbaum Associates, Inc.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Frazier, P. A., Tix, A. P., & Barron, K. E. (2004). Testing Moderator and Mediator Effects in Counseling Psychology Research. Journal of Counseling Psychology, 51(1), 115-134.
Gianakos, I. (2000). Gender Roles and Coping with Work Stress. Sex Roles, 42(11), 1059-1079
Gillani, S. M. F., Iqbal, S., Akram, S., et al. (2018). Specific antecedents of employees’ knowledge sharing behavior. VINE Journal of Information and Knowledge Management Systems, 48(2), 178-198.
González, J. V., & Garazo, T. G. (2006). Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behavior. International Journal of Service Industry Management, 17(1), 23-50.
Goodhue, D. L., Lewis, W., & Thompson, R. (2012). Does PLS have advantages for small sample size or non-normal data? MIS Quarterly, 36(3), 981-1001.
Gremler, D. D., & Gwinner, K. P. (2008). Rapport-Building Behaviors Used by Retail Employees. Journal of Retailing, 84(3), 308-324.
Hair, J. F., Hult, G. T. M., Ringle, C. M., et al. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). Thousand Oaks: Sage Publication, Inc.
Harrison, K. (2004). Why employee recognition is so important Retrieved from https://oelausd.org/sites/oelausd.org/files/EverydayHeroes/Why%20employee%20recognition%20is%20so%20important.pdf
Heery, E., & Noon, M. (2008). Dictionary of Human Resource Management (2nd Ed.). Oxford: Oxford University Press.
Herzberg, F. (1966). Work and The Nature of Man. Cleveland: World Publishing Company.
Hofstede, G. (2011). Dimensionalizing Cultures: The Hofstede Model in Context. Online Readings in Psychology and Culture, 2(1).
Ismail Hussein, N. (2019). Employee engagement and job performance in Lebanon: the mediating role of creativity. International Journal of Productivity and Performance Management, 68(3), 506-523.
Juhdi, N., Pa'wan, F., & Hansaram, R. M. K. (2013). HR practices and turnover intention: the mediating roles of organizational commitment and organizational engagement in a selected region in Malaysia. The International Journal of Human Resource Management, 24(15), 3002-3019.
Kahn, W. A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal, 33(4), 692-724.
Karatepe, O. M. (2013). High‐performance work practices, work social support and their effects on job embeddedness and turnover intentions. International Journal of Contemporary Hospitality Management, 25(6), 903-921.
Karatepe, O. M., Yavas, U., & Babakus, E. (2007). The effects of customer orientation and job resources on frontline employees' job outcomes. Services Marketing Quarterly, 29(1), 61-79.
Keil, M., Tan, B., Wei, W., et al. (2000). A cross-cultural study on escalation of commitment behavior in software projects. MIS Quarterly, 24(2), 299-325.
Khoreva, V. (2018). HR practices and employee performance: the mediating role of well-being. Employee Relations, 40(2), 227-243.
Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58.
Macey, W. H., & Schneider, B. (2008). The Meaning of Employee Engagement. Industrial and Organizational Psychology, 1(1), 3-30.
Marchington, M., & Kynighou, A. (2012). The dynamics of employee involvement and participation during turbulent times. The International Journal of Human Resource Management, 23(16), 3336-3354.
Maslach, C., Jackson, S. E., & Leiter, M. P. (1997). Maslach Burnout Inventory: Third edition. In Evaluating stress: A book of resources. (pp. 191-218). Lanham, MD, US: Scarecrow Education.
Mayor, E. (2015). Gender roles and traits in stress and health. Frontiers in Psychology, 6, 779-779.
McCauley, C., & Wakefield, M. (2006). Talent management in the 21st century: Help your company find, develop, and keep its strongest workers. Journal for Quality & Participation, 29(4), 4-7.
Milkovich, G. T., & Boudreau, J. W. (2008). Human Resource Management (8th Ed.). USA: Irwin.
Noe, R., Hollenbeck, J., Gerhart, B., et al. (2010). Human Resource Management: Gaining a Competitive Advantage. McGraw Hill.
Othman, R. (1999). Human resource management practice of service organizations: Evidence from selected Malaysian firms. Journal of Asia-Pacific Business, 2(3), 65-80.
Patterson, M. G., West, M. A., Shackleton, V. J., et al. (2005). Validating the organizational climate measure: links to managerial practices, productivity and innovation. Journal of Organizational Behavior, 26(4), 379-408.
Phillips, J. M. (1998). Effects of realistic job previews on multiple organizational outcomes: A meta-analysis. The Academy of Management Journal, 41(6), 673-690.
Rich, B. L., LePine, J. A., & Crawford, E. R. (2010). Job engagement: Antecedents and effects on job performance. Academy of Management Journal, 53(3), 617-635. doi:10.5465/AMJ.2010.51468988
Richardson, P., & Denton, D. K. (2005). How to create a high-performance team. Human Resource Development Quarterly, 16(3), 417-423.
Ringle, C. M., Wende, S., & Becker, J. M. (2015). SmartPLS 3. Boenningstedt: SmartPLS GmbH.
Robbins, S. P., & Judge, T. A. (2017). Organizational Behavior (16th Ed.). USA: Pearson
Rubel, M. R. B., Rimi, N. N., Yusliza, M.-Y., et al. (2018). High commitment human resource management practices and employee service behaviour: Trust in management as mediator. IIMB Management Review, 30(4), 316-329.
Russo, D. S., Mascia, D., & Morandi, F. (2018). Individual perceptions of HR practices, HRM strength and appropriateness of care: a meso, multilevel approach. The International Journal of Human Resource Management, 29(2), 286-310.
Saks, A. M. (2006). Antecedents and consequences of employee engagement. Journal of Managerial Psychology, 21(7), 600-619.
Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25(3), 293-315.
Schaufeli, W. B., Salanova, M., González-romá, V., et al. (2002). The measurement of engagement and burnout: A two sample confirmatory factor analytic approach. Journal of Happiness Studies, 3(1), 71-92.
Suan, C. L., & Nasurdin, A. M. (2014). An empirical investigation into the influence of human resource management practices on work engagement: the case of customer-contact employees in Malaysia. International Journal of Culture, Tourism and Hospitality Research, 8(3), 345-360.
Sultana, S., & Johari, H. B. (2017). Relationship between HRM practices and service oriented organizational citizenship behavior of female employees': A proposed model for further studies. International Journal of Economics, Commerce and Management, 5(8), 301-313.
Tinnhanhchungkhoan. (2019). Nhân sự ngân hàng lại “hot”. Retrieved from https://tinnhanhchungkhoan.vn/tien-te/nhan-su-ngan-hang-lai-hot-268391.html
Tinti, J. A., Venelli-Costa, L., Vieira, A. M., et al. (2017). The impact of human resources policies and practices on organizational citizenship behaviors. BBR. Brazilian Business Review, 14(6), 636-653.
Truss, C., Alfes, K., Delbridge, R., et al. (2013). Employee Engagement in Theory and Practice. London: Routledge.
Tsaur, S.-H., & Lin, Y.-C. (2004). Promoting service quality in tourist hotels: the role of HRM practices and service behavior. Tourism Management, 25(4), 471-481.
Ueno, A. (2014). Developing a conceptual model illustrating how HRM practices support each other in order to improve service quality. Procedia - Social and Behavioral Sciences, 148, 24-31.
Vance, R. J. (2006). Employee Engagement and Commitment: A Guide to Understanding, Measuring and Increasing Engagement in Your Organization. United States: SHRM Foundation.
Watson, T. J. (2010). Critical social science, pragmatism and the realities of HRM. The International Journal of Human Resource Management, 21(6), 915-931.
Wilches-Alzate, G. (2009). The relationship between rewards and recognition,service-oriented organizational citizenship behaviour, and customer satisfaction. (Doctor of Philosophy ), University of Waterloo, Canada.
Wilkinson, A., Gollan, P. J., & Marchington, M. (2012). The Oxford Handbook of Participation in Organisations. New York: Oxford University Press.
Williams, J. C., & Dempsey, R. (2014). What Works for Women at Work. New York: New YorkUniversity Press.
Wood, S. J., & Wall, T. D. (2007). Work enrichment and employee voice in human resource management-performance studies. The International Journal of Human Resource Management, 18(7), 1335-1372.
Zerbe, W. J., Dobni, D., & Harel, G. (1998). Promoting employee service behaviour: the role of perceptions of human resource management practices and service culture. Canadian Journal of Administrative Sciences, 15(2), 165–179.