An investigation into the link between Human Resource Management practices and service-orientated behaviour in South African service organisations

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dc.contributor.advisorHorwitz, Franken_ZA
dc.contributor.authorBrowning, Victoriaen_ZA
dc.date.accessioned2015-01-08T19:58:07Z
dc.date.available2015-01-08T19:58:07Z
dc.date.issued2003en_ZA
dc.descriptionBibliography: leaves 181-200.en_ZA
dc.description.abstractIn 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.en_ZA
dc.identifier.apacitationBrowning, V. (2003). <i>An investigation into the link between Human Resource Management practices and service-orientated behaviour in South African service organisations</i>. (Thesis). University of Cape Town ,Faculty of Commerce ,School of Management Studies. Retrieved from http://hdl.handle.net/11427/11781en_ZA
dc.identifier.chicagocitationBrowning, Victoria. <i>"An investigation into the link between Human Resource Management practices and service-orientated behaviour in South African service organisations."</i> Thesis., University of Cape Town ,Faculty of Commerce ,School of Management Studies, 2003. http://hdl.handle.net/11427/11781en_ZA
dc.identifier.citationBrowning, 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.en_ZA
dc.identifier.ris TY - Thesis / Dissertation AU - Browning, Victoria AB - 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. DA - 2003 DB - OpenUCT DP - University of Cape Town LK - https://open.uct.ac.za PB - University of Cape Town PY - 2003 T1 - An investigation into the link between Human Resource Management practices and service-orientated behaviour in South African service organisations TI - An investigation into the link between Human Resource Management practices and service-orientated behaviour in South African service organisations UR - http://hdl.handle.net/11427/11781 ER - en_ZA
dc.identifier.urihttp://hdl.handle.net/11427/11781
dc.identifier.vancouvercitationBrowning V. An investigation into the link between Human Resource Management practices and service-orientated behaviour in South African service organisations. [Thesis]. University of Cape Town ,Faculty of Commerce ,School of Management Studies, 2003 [cited yyyy month dd]. Available from: http://hdl.handle.net/11427/11781en_ZA
dc.language.isoengen_ZA
dc.publisher.departmentSchool of Management Studiesen_ZA
dc.publisher.facultyFaculty of Commerceen_ZA
dc.publisher.institutionUniversity of Cape Town
dc.subject.otherCommerceen_ZA
dc.titleAn investigation into the link between Human Resource Management practices and service-orientated behaviour in South African service organisationsen_ZA
dc.typeDoctoral Thesis
dc.type.qualificationlevelDoctoral
dc.type.qualificationnamePhDen_ZA
uct.type.filetypeText
uct.type.filetypeImage
uct.type.publicationResearchen_ZA
uct.type.resourceThesisen_ZA
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