QUT ePrints

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.

View at publisher

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.

Impact and interest:

13 citations in Scopus
Search Google Scholar™
9 citations in Web of Science®

Citation countsare sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

Full-text downloads:

348 since deposited on 14 Apr 2010
138 in the past twelve months

Full-text downloadsdisplays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.

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

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page