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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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.

Impact and interest:

27 citations in Scopus
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14 citations in Web of Science®

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564 since deposited on 14 Apr 2010
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ID Code: 31785
Item Type: Journal Article
Refereed: Yes
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 06:28
Last Modified: 01 Mar 2012 01:57

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