HRM and the pursuit of a service culture-Reference-Cited by-同舟云学术

HRM and the pursuit of a service culture

Published:2005-02-01 Issue:1 Volume:27 Page:71-85
ISSN:0142-5455
Container-title:Employee Relations
language:en
Short-container-title:

Author:

Francis Helen,D'Annunzio‐Green Norma

Abstract

PurposeAims to draw attention to how managers actively re‐construct inherent contradictions characterising the employment relationship that in the service sector, are rooted in drives for increased efficiency and customer‐oriented behaviours.Design/methodology/approachPresents a case study of the human resource implications of changes taking place within a contract catering firm seeking to attain “world class” service delivery.FindingsFinds that managers' accounts of “the reality” of change were constructed upon three overlapping and competing discourses – labelled “enagagement”, “enterprise” and “compliance”.Originality/valueHighlights the active role of discourse in the management of HRM and organisational change.

Publisher

Emerald

Subject

Organizational Behavior and Human Resource Management,Industrial relations

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