HRM and the pursuit of a service culture: Managerial encounters with competing discourses

Francis, Helen; D'Annunzio-Green, Norma

Abstract

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.

Citation

Francis, H., & D'Annunzio-Green, N. (2005). HRM and the pursuit of a service culture: Managerial encounters with competing discourses. Employee Relations, 27(1), 71-85. https://doi.org/10.1108/01425450510569319

• Journal Article Type: Article
• Publication Date: 2005-02
• Deposit Date: Feb 20, 2008
• Print ISSN: 0142-5455
• Electronic ISSN: 1758-7069
• Publisher: Emerald
• Peer Reviewed: Peer Reviewed
• Volume: 27
• Issue: 1
• Pages: 71-85
• DOI: https://doi.org/10.1108/01425450510569319
• Keywords: catering industry; culture; human resource management; organizational change
• Public URL: http://researchrepository.napier.ac.uk/id/eprint/2095
• Publisher URL: http://dx.doi.org/10.1108/01425450510569319