The Role of Employee Ambidexterity and Service Performance: Mediated by Career Decision-Making Self-Efficacy and Moderated by Service Climate
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The heavy equipment and automotive industries are characterized by work demands that require employees to adapt to changing customer needs, maintain work efficiency, and provide high-quality services. These conditions highlight the importance of human resource management in strengthening employees’ adaptive capabilities and service performance. This study aims to examine the effect of High Performance Work System (HPWS) on employee ambidexterity, Career Decision-Making Self-Efficacy (CDMSE), and service performance, as well as to investigate the mediating role of CDMSE and the moderating role of service climate in the heavy equipment and automotive industries in the Jabodetabek region of Indonesia. A quantitative approach was employed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). Data were collected through an online questionnaire from 230 employees selected using purposive sampling. The results indicate that HPWS has a positive and significant effect on employee ambidexterity and CDMSE. CDMSE has a significant effect on service performance, but in a negative direction. CDMSE also significantly mediates the relationship between HPWS and service performance with a negative direction. Furthermore, service climate significantly moderates the relationship between HPWS and CDMSE in a negative direction, but does not moderate the relationship between CDMSE and service performance. These findings indicate that HPWS plays an important role in strengthening employees’ adaptive capabilities and career self-efficacy, while improving service performance requires additional operational and organizational support.
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