Analysing the 'Black Box' of HRM: Uncovering HR Goals, Mediators, and Outcomes in a Standardized Service Environment

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dc.contributor.author Boxall, P en
dc.contributor.author Ang, SH en
dc.contributor.author Bartram, T en
dc.date.accessioned 2011-11-17T04:39:32Z en
dc.date.available 2011-11-17T04:39:32Z en
dc.date.issued 2011 en
dc.identifier.citation Journal of Management Studies 48(7):1504-1532 2011 en
dc.identifier.issn 0022-2380 en
dc.identifier.uri http://hdl.handle.net/2292/9114 en
dc.description.abstract This multi-level study analyses the ‘black box’ of HRM in an Australian cinema chain, a standardized service environment. Management's espoused goals for the casual workers who run the cinema service include attempts to build customer-oriented behaviour, both directly and via empowerment, and also efforts to ensure compliance with company policies and to enhance employee commitment. Our analysis of an employee survey and supervisory performance ratings shows that it is behavioural compliance that is positively associated with rated performance rather than customer-oriented behaviour. While customer service is an important value, it is willing engagement with a highly scripted, efficiency-oriented work process that makes it happen, not a more empowering form of work design. On the other hand, the management process also fosters a level of employee commitment, which has some value in a tight labour market. The study demonstrates the way in which actual models of HRM can contain a complex and ‘contradictory’ set of messages, consistent with critical accounts of the labour process and suggesting that notions of ‘internal fit’ need to recognize such tensions. It underlines the importance of identifying the multiple goals in management's espoused theories of HRM and then assessing their links via managerial behaviour and employee responses to performance outcomes. en
dc.language EN en
dc.publisher WILEY-BLACKWELL en
dc.relation.ispartofseries Journal of Management Studies en
dc.rights Items in ResearchSpace are protected by copyright, with all rights reserved, unless otherwise indicated. Previously published items are made available in accordance with the copyright policy of the publisher. Details obtained from http://www.sherpa.ac.uk/romeo/issn/0022-2380/ en
dc.rights.uri https://researchspace.auckland.ac.nz/docs/uoa-docs/rights.htm en
dc.source.uri http://dx.doi.org/10.1111/j.1467-6486.2010.00973.x en
dc.subject HUMAN-RESOURCE MANAGEMENT en
dc.subject PERFORMANCE WORK PRACTICES en
dc.subject PSYCHOLOGICAL EMPOWERMENT en
dc.subject FIRM PERFORMANCE en
dc.subject BEHAVIOR en
dc.subject FIT en
dc.subject RECOMMENDATIONS en
dc.subject EMPLOYMENT en
dc.subject PROSPECTS en
dc.subject ATTITUDES en
dc.title Analysing the 'Black Box' of HRM: Uncovering HR Goals, Mediators, and Outcomes in a Standardized Service Environment en
dc.type Journal Article en
dc.identifier.doi 10.1111/j.1467-6486.2010.00973.x en
pubs.issue 7 en
pubs.begin-page 1504 en
pubs.volume 48 en
dc.rights.holder Copyright: 2010 The Authors, Journal of Management Studies; 2010 Blackwell Publishing Ltd and Society for the Advancement of Management Studies en
pubs.end-page 1532 en
dc.rights.accessrights http://purl.org/eprint/accessRights/RestrictedAccess en
pubs.elements-id 232750 en
pubs.org-id Faculty of Business & Economic en
pubs.org-id Management & Intl Business en


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