Kotze, Theuns G.Mostert, P.G. (Pierre)2022-09-082021Theuns Kotzé & Pierre Mostert (2021) Service-Oriented High-Performance Work Practices as Predictors of Retail Employees’ Work Engagement and Service Climate Perceptions, Services Marketing Quarterly, 42:1-2, 1-19, DOI: 10.1080/15332969.2020.1830638.1533-2969 (print)1533-2977 (online)10.1080/15332969.2020.1830638https://repository.up.ac.za/handle/2263/87124Using survey data collected from 781 frontline employees of a South African retailer, this study investigated the degree to which employees’ perceptions of six service-oriented high-performance work practices (HPWPs) – staffing, training, financial compensation, non-financial rewards, involvement, and empowerment – predict their work engagement and service climate perceptions. It was found that employees’ perceptions of involvement, training and staffing predicted their service climate perceptions, while only training was a statistically significant predictor of employees’ work engagement. The study contributes to the limited research on the relationship between individual service-oriented HPWPs and these two crucial employee outcomes.en© 2021 Taylor & Francis Group, LLC. This is an electronic version of an article published in Services Marketing Quarterly, vol. 42, no. 1-2, pp. 1-19, 2021, doi : 10.1080/15332969.2020.1830638. Services Marketing Quarterly is available online at : https://www.tandfonline.com/loi/wsmq20.Service-oriented high-performance work practices (HPWPs)Service climateWork engagementRetailingPostprint Article