The Impact of the HPO Framework on Employee Service Behaviour in Public Universities: Psychological capital as a mediator

Résumé

Purpose-  The purpose of the study was to establish the mediating effect of psychological capital in the relationship between the high performance organisation(HPO) framework and service behaviour and to establish the relationship between the HPO framework, psychological capital, and service behaviour in public institutions in Uganda. A multi-theoretical approach was utilised to explain a successful living practice.

Design/Methodology/approach- This study utilized a cross-sectional and quantitative approach, collecting data through a questionnaire survey from a sample of employees of public universities. The collected data was analysed to identify patterns and relationships using correlations and regression.

Findings- The findings demonstrated that the HPO framework (management quality, workforce quality, openness and action orientation, long-term orientation and continuous improvement and renewal) influence the service behavior of employees in education institutions in Uganda. The results also suggest that psychological capital is a critical component of service behaviours.

Practical/Managerial implications- The public universities endeavor to utilise the HPO framework to create strategies for sustainable solutions, such as creating new ecologically and socially responsible products and services and improving current ones to improve on their service behavior.

Originality/ value- This research advances knowledge about the HPO framework by revealing if all aspects of the psychological capital are significantly related to the service behaviors of employees in public Universities in Uganda.