Revisiting the High-performance Work Practices in the Service Sector: Insights from Two Decades of Meta-analytic Evidence

Abstract

This article conducts a comprehensive review and analysis of 20 years (2004–2024) of literature on high-performance work practices (HPWPs) in the service industry, integrating a Theory–Context–Characteristics–Methodology-based systematic review, bibliometric analysis and meta-analytic techniques. Using data collected from Scopus and Web of Science, 301 peer-reviewed articles were mapped through bibliometric performance and science-mapping indicators. At the same time, 91 empirical studies were included in the meta-analysis to assess effect sizes and trends quantitatively. The findings reveal an evolutionary shift in HPWPs from traditional performance-driven models toward contemporary themes, including sustainability, digital transformation, service innovation and employee well-being. At the same time, the bibliometric component also highlights emerging research clusters and knowledge trajectories. Practically, the article offers actionable implications for service organizations navigating digitalization and sustainable transformation, highlighting the strategic role of HPWPs in developing long-term competitive advantage. Finally, the review identifies the need for multi-level, cross-sector and longitudinal investigations to deepen understanding of HPWPs within diverse service settings.

Keywords

High-performing work practices high-performance work systems service industry organizational performance

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