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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
Full text not available from this repository. (Request a copy)Abstract/Description
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: | 25 Apr 2013 11:17 |
| URI: | http://researchrepository.napier.ac.uk/id/eprint/2095 |
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