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- W1489202188 abstract "Purpose – Aims to draw attention to how managers actively re‐construct inherent contradictions characterising the employment relationship that in the service sector, are rooted in drives for increased efficiency and customer‐oriented behaviours.Design/methodology/approach – Presents a case study of the human resource implications of changes taking place within a contract catering firm seeking to attain “world class” service delivery.Findings – Finds that managers' accounts of “the reality” of change were constructed upon three overlapping and competing discourses – labelled “enagagement”, “enterprise” and “compliance”.Originality/value – Highlights the active role of discourse in the management of HRM and organisational change." @default.
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- W1489202188 date "2005-02-01" @default.
- W1489202188 modified "2023-10-14" @default.
- W1489202188 title "HRM and the pursuit of a service culture" @default.
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- W1489202188 doi "https://doi.org/10.1108/01425450510569319" @default.
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