High-Performance Work Systems Scale 高绩效工作系统量表 (Chuang et al.,2010)

简介

高绩效工作系统（HPWS）包括全面的招聘和甄选程序，激励性薪酬和绩效管理系统，广泛的员工参与和培训，旨在提高员工的能力、积极性和提供机会，以提高组织绩效。HPWS通过促进两种类型的组织气氛以促进业务部门在市场上表现：关注客户和关注员工。

信度与效度

Chuang & Liao (2010)收集了来自台湾多家服务商店的经理和员工的两个时间段的数据，包括零售店、美容院、餐馆和咖啡馆。高绩效工作系统量表包括人员配置（staffing）、培训（training）、参与（involvement/participation）、绩效考核（performance appraisals）、薪酬/奖励（compensation/rewards）和关怀（caring）等六个分量表。所有子量表都显示出良好的内部一致性，除了参与的分量表的信度为0.61，量表的总体信度为0.91。

量表

请您根据自己的实际感受和体会，用下面35项描述对组织的人力资源系统进行评价和判断，并在最符合的数字上划○。评价和判断的标准如下： 1 非常不同意 2 不同意 3 不好确定 4 同意 5 非常同意

1、The store selects the best all around candidates when recruiting employees.
2、The store places priority on candidates’ potential to learn when recruiting employees.
3、Recruitment emphasizes traits and abilities required for providing high quality of customer services.
4、Internal candidates have the priority for job openings.
5、Qualified employees have good opportunities for promotion.
6、The store provides an orientation program for newcomers to learn about the company.
7、The store continuously provides training programs.
8、The store invests considerable time and money in training.
9、Training is comprehensive, not limited to skill training.
10、High quality of customer services is emphasized in training.
11、If a decision made might affect employees, the store asks them for opinions in advance.
12、Employees are often asked to participate in work-related decisions.
13、Employees have discretion in handling customers’ additional requests.
14、Employees have discretion in settling customer complaints without reporting to a supervisor or other specialists.
15、Employees are allowed to make necessary changes in the way they perform their work.
16、The store fully supports employees with necessary equipment and resources for providing high quality of customer services.
17、The store does not share information with employees (e.g., store operation, sales, etc.). (R)
18、Performance appraisals provide employees feedback for personal development.
19、Performance appraisals are based on multiple sources (self, coworkers, supervisors, customers, etc.).
20、Performance appraisals are based on objective, quantifiable results.
21、Supervisors do not get together with employees to set their personal goals. (R)
22、Satisfying customers is the most important work guideline.
23、Meeting customers’ needs is emphasized in performance appraisals.
24、On average the pay level (including incentives) of our employees is higher than that of our competitors.
25、Employee salaries and rewards are determined by their performance.
26、The store rewards employees for new ideas for improving customer services.
27、The store provides a variety of benefits.
28、The store does not attach importance to the fairness of compensation/rewards. (R)
29、Employees receive monetary or nonmonetary rewards for great effort and good performance.
30、The store gives special rewards to employees who are excellent in serving customers.
31、The store considers employee off-work situations (family, school, etc.) when making schedules.
32、The store cares about work safety and health of employees.
33、The store cares about work–life balance of employees.
34、The store has its ways or methods to help employees alleviate work stress.
35、The store has formal grievance procedures to take care of employee complaints or appeals.

R indicates reverse-coded items

计分方法

高绩效工作系统量表包括人员配置（staffing）、培训（training）、参与（involvement/participation）、绩效考核（performance appraisals）、薪酬/奖励（compensation/rewards）和关怀（caring）等6个分量表，共35道题，可以分别计算各自量表所包括题目的总分或平均分，每个分量表包括的题目如下：

1．人员配置：共5道题，具体包括第1-5题。
2. 培训：共5道题，具体包括第6-10题。
3. 参与：共7道题，具体包括第11-17题。
4．绩效考核：共6道题，具体包括第18-23题。
5. 薪酬/奖励：共7道题，具体包括23-30题。
6．关怀：共5道题，具体包括31-35题。

量表出处

Chuang, C. H., & Liao, H. U. I. (2010). Strategic human resource management in service context: Taking care of business by taking care of employees and customers. Personnel Psychology, 63(1), 153-196.

友情提醒

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