How is Employee Perceived Value Formed in the Tourism Industry? Understanding Service-Oriented Strategic Human Resource Management Practices in the Chinese Context

This study aims to explore the formation process of employee perceived value. A case study was conducted in Travel Go, and the Gioia methodology was performed on data collected by interviews, documents, and direct observations. We propose a research model of employee perceived value in the tourism industry based on theories of internal marketing and service-oriented strategic human resource management (SSHRM). The findings showed that 1) SSHRM system (e.g. promotion system, organizational culture) serve both employees and customers and thereby promote a positive internal enterprise environment (e.g. promotion justice, humanistic concerns). 2) This organizational internal environment meets the needs of employees, enabling them to perceive positive values (e.g. living security, growth and development). 3) Employee perceived value further influences their work attitudes and behavior. These unpack the black box (i.e. internal environment) from SSHRM to employee perceived value and that (i.e. employee perceived value) from SSHRM to work outcomes.