- Espoused or intended HR practices have differential effects on employee engagement and citizenship behaviors depending on the underlying management motives employees attribute to those practices.
- To achieve desired organizational outcomes, it’s important to have not only the right HR practices but the right employee perceptions of those practices.
- Within the service organization studied, employees were more engaged when they believed HR practices were motivated by the organization’s concern for high-quality service and employee well-being.
- Employees were less engaged when they believed a company’s HR practices were motivated by a desire to reduce costs and exploit employees.
- Employee attitudes coalesce into unit-level citizenship behaviors, some of which are associated with greater customer satisfaction.