INSPIRING FUTURES

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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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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