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Ta-Wei Tang, Ya-Yun Tang, Michael Chih-Hung Wang and Tsai-Chiao Wang

Hotels can attract customers by adopting artistic strategies and leveraging local cultural resources. By using artistic service innovation strategies, hotels can provide unique additional value and an unforgettable sensory experience to their customers. Thus an artistic service innovation strategy provides hotels with a sustained competitive advantage and contributes to their profits. In the hotel industry, effective human resource practices can be considered as the driving force for a hotel’s development of new service. To achieve artistic strategies, hotels should develop a self-aligned system of high-performance human resource practices to enhance employees’ abilities, motivation, and opportunities for providing unique additional value or memorable new service to customers. Based on this human resource-based perspective, this research explores mechanisms through which high-performance human resource practices assist managers in appropriately arranging resources to assist hotels in successfully engaging in artistic service, resulting in better operational performance.