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

Francis, Helen; D'Annunzio-Green, Norma


Helen Francis

Norma D'Annunzio-Green


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.

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
Keywords catering industry; culture; human resource management; organizational change;
Public URL
Publisher URL