企业HPWS“过程陷阱”现象及其发生机制：来自某国有电力服务集团的证据

摘要/Abstract

摘要： 管理者与员工对于政策认知的一致性是以高绩效工作系统（HPWS）为代表的企业人力资源政策“落地”的关键所在。通过对来自某国有电力服务集团的4186份有效问卷数据和客户投诉客观数据的定量研究以及对该集团54名管理者与员工深度访谈数据的定性研究，确证了HPWS“过程陷阱”现象并明晰其发生机制。定量研究发现，HPWS执行中分割为管理者HPWS氛围与员工HPWS氛围，两者之间存在显著落差但不相关，落差越大，客户投诉现象越严重。定性研究则表明，HPWS过程陷阱发端于HR政策区分性、因工作场所熟人社会沟通惯性所分割，并为身份认知所强化和固化，但陷阱的极化也受到了基于集体身份的中庸思维约束。

关键词: 高绩效工作系统, 管理陷阱, 客户投诉, 社会信息加工, 扎根理论

Abstract: In this paper the phenomenon of HPWS “process trap” is confirmed and its occurrence mechanism is explored through quantitative and qualitative sub studies from 72 subsidiaries of a state-owned power service group in China. Study 1 (quantitative) based on 4,186 questionnaires and objective data of external customer complaints, confirms the bewilderment and harmfulness of HPWS process traps: (1) the correlation between managers’ HPWS climate and employees’ HPWS climate is not significant; (2) there is a significant gap between the two; and (3) the larger the gap is, the more serious the customer complaint is. Study 2 (qualitative) follows the principle of grounded theory, and based on the interview data of 24 department managers and 30 employees, discusses the occurrence mechanism of HPWS process traps from the perspective of social cognition: it originates from the hierarchical differentiation of HR policy itself and the cognitive difference between employees and managers on HR policy objectives, which is blocked by the social communication inertia of acquaintances in the workplace and strengthened by identity cognition. At the same time, the polarization of the trap is constrained by the zhong-yong thinking based on collective identity. This paper helps to enlighten the new direction of HPWS process perspective research, contributes to the localization research of HPWS, provides clues for the social information processing system model to further distinguish cognitive information from a functional perspective, and also has some enlightenment significance for enterprises to prevent internal management traps.

Key words: high-performance work systems, management trap, customer complaint, social information process, grounded theory

朱其权, 张军伟, 龙立荣. 企业HPWS“过程陷阱”现象及其发生机制：来自某国有电力服务集团的证据[J]. 管理评论, 2025, 37(7): 189-199.

Qiquan, Zhang Junwei, Long Lirong. The “Process Trap” of High-performance Work Systems and Its Occurrence Mechanism: Evidence from a State-owned Power Service Group in China[J]. Management Review, 2025, 37(7): 189-199.

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