HRM and the pursuit of a service culture – managerial encounters with competing discourses

Francis, Helen and D'Annunzio-Green, Norma (2005) HRM and the pursuit of a service culture – managerial encounters with competing discourses. Employee Relations, 27 (1). pp. 71-85. ISSN 0142 5455

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    Aims 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/approach - Presents a case study of the human resource implications of changes taking place within a contract catering firm seeking to attain "world class" service delivery. Findings - Finds that managers' accounts of "the reality" of change were constructed upon three overlapping and competing discourses - labelled "enagagement", "enterprise" and "compliance". Originality/value - Highlights the active role of discourse in the management of HRM and organisational change.

    Item Type: Article
    Print ISSN: 0142 5455
    Electronic ISSN: 1758-7069
    Uncontrolled Keywords: catering industry; culture; human resource management; organizational change;
    University Divisions/Research Centres: The Business School > School of Management and Law
    Dewey Decimal Subjects: 600 Technology > 650 Management & public relations > 650 Management & auxiliary services
    300 Social sciences > 330 Economics > 338 Production
    Library of Congress Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
    Item ID: 2095
    Depositing User: RAE Import
    Date Deposited: 20 Feb 2008 15:00
    Last Modified: 17 Jul 2015 13:28

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