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The relationship between HRM practices and service behaviour in South African service organizations

Browning, Victoria (2006) The relationship between HRM practices and service behaviour in South African service organizations. International Journal of Human Resource Management, 17(7), pp. 1321-1338.

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    Abstract

    This paper reports on findings from research conducted in South African service organizations that frontline employees' perceptions of HRM practices have a direct influence on their service behaviour. Specific HRM practices have more impact than others and this was attributed to the influence of external factors such as the socio-political situation and national culture and to internal factors linked to the way managers implemented the HRM practices in the organization. Organizational commitment was found to play a mediating role in the relationship between frontline employees' perceptions of HRM and their service behaviour.

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    12 times in Scopus
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    9 times in Web of Science

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    ID Code: 31785
    Item Type: Journal Article
    Keywords: Frontline employees, HRM practices, service behaviour, South Africa
    DOI: 10.1080/09585190600756863
    ISSN: 0958-5192
    Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Human Resources Management (150305)
    Divisions: Current > QUT Faculties and Divisions > QUT Business School
    Current > Schools > School of Management
    Copyright Owner: Taylor & Francis
    Deposited On: 14 Apr 2010 16:28
    Last Modified: 01 Mar 2012 11:57

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