An investigation into the link between Human Resource Management practices and service-orientated behaviour in South African service organisations
Doctoral Thesis
2003
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University of Cape Town
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In line with global trends in the economy, the service industry is making an increasingly important contribution to South Africa's economy. In order to stay competitive in both the international and national economies, service organisations in South Africa face numerous challenges that have resulted from a country living through 40 years of Apartheid. A key challenge is the lack of skilled labour at both managerial and worker levels in organisations compounded by the need to manage a highly diverse workforce with different needs and expectations. Frontline employees form an integral part of the service offering of any service organisation and they carry the responsibility of projecting the image of the organisation and of creating a satisfying service experience for the customer. Service organisations can gain competitive advantage through the effective mobilisation of these employees through high quality human resource management practices. This study aims to investigate the link between human resource management (HRM) practices in service organisations in South Africa and the service-orientated behaviour of frontline employees and the role played by organisational commitment in this relationship. Seven HRM practices were investigated, namely selection, training and human resource development, pay and rewards, performance appraisal and management support. The study focused on three service industries in South Africa, namely hospitality, retail and car rental. The four South African organisations that participated in the research are currently regarded as market leaders in each of their industries.
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Bibliography: leaves 181-200.
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Browning, V. 2003. An investigation into the link between Human Resource Management practices and service-orientated behaviour in South African service organisations. University of Cape Town.