Employee Relations: An International Journal

Kilroy, Jennifer ; Dundon , Tony

2015 Employee Relations: An International Journal

doi: 10.1108/ER-06-2014-0071

Purpose – The purpose of this paper is to present exploratory research on the potential variation of front line manager (FLM) types and attendant causal links between FLM style and employee outcomes. It challenges the value of a homogenous FLM construct and tests for variation in FLM styles which may affect behaviours and employee outcomes. Design/methodology/approach – A set of discreet FLM types is defined from extant theory and literature (named here as Policy Enactor; Organizational Leader; and Employee Coach). Each type and its relationship to employee outcomes is explored empirically using survey data and qualitative interviews with a small sample of employees ( n =46 employees across eight FLM groups) within a multi-national manufacturing plant. Findings – The findings provide preliminary support for an FLM “type” construct. Employees reported a significant dominance of the “Organizational Leader” type for one FLM, while across a broader set of FLM’s the proportions showed measurable variation. The qualitative data provides context examples that help explain FLM typologies and link to employee outcomes. Originality/value – Much of current literature explores the FLM construct as a singular construct, relying on its contextual relevance for definition within a certain discipline. This paper focuses on combining these contextual experiences to present a multi-faceted construct for the role of FLMs within the employment relations literatures. By moving from the implicit to the explicit, the paper offers a conceptual lens for quantitative and qualitative exploration of the role of FLM types. As a result, attendant and subsequent FLM and employee behaviours may be better examined and possibly better specified. To add value to this contribution longitudinal and more extensive data sets could be examined and tested in the future.

Saundry, Richard ; Jones, Carol ; Wibberley, Gemma

2015 Employee Relations: An International Journal

doi: 10.1108/ER-06-2014-0061

Purpose – The purpose of this paper is to explore the orientations of line managers in handling workplace conflict. In particular it examines the tension between the traditional preference of frontline managers for informal approaches and the perceived certainty of written disputes procedures. Design/methodology/approach – The paper draws upon findings from 12 organisational case studies, focusing on interviews conducted with HR and managers. Findings – As line managers undertake more responsibility for people management, their preferences for informal approaches to workplace issues appears to be being replaced by a more rigid adherence to policy and procedure. This is largely driven by a lack of confidence and expertise in conflict management and a fear of the repercussions (both legal and organisational) of mishandling difficult issues. Written procedure therefore provides managers with both a systematic guide but also a protective shield against criticism and litigation. Research limitations/implications – It is not possible to generalise from a limited sample, therefore this suggested change requires further exploration to assess whether it has been evidenced in organisations more widely. Practical implications – For practitioners this research highlights the critical requirement for organisations to develop key skills among line managers to enable them to respond effectively to problems at an early stage. Social implications – For policy-makers, the barriers to line managers implementing informal resolution should be considered. Originality/value – This paper enriches understanding of line managers’ current role in people management and the challenges they face in doing so informally.

Hadjisolomou, Anastasios

2015 Employee Relations: An International Journal

doi: 10.1108/ER-06-2014-0058

Purpose – The purpose of this paper is to investigate the role of line managers in managing attendance at work in the lean regime of grocery retailing. The increasing competitiveness within the sector, coupled with the sophisticated control systems in place put pressure on managers to keep labour costs low. Attendance, therefore, becomes a critical factor, particularly as staffing levels become leaner. Taking this into account, it is necessary to understand the parameters of the line managers’ role in managing attendance, especially within the lean food retail market and the antagonistic terrain of the supermarket shop floor. The paper discusses the impact of lean retailing on line managers’ authority and provides a fresh sociological analysis regarding their role in managing attendance, offering insights into managerial practices on the UK supermarket shop floor. Design/methodology/approach – The paper draws on qualitative research evidence from two case study grocery retail organizations in the UK. It reports on 44 semi-structured interviews and provides a multi-level analysis aiming to understand the different perspectives on the problem examined. Findings – The paper reveals the existence of a centralized absence management policy and highlights the greater involvement of line managers in this procedure. Line managers though were subjected to forces of bureaucratic control, intensification and degradation of their work. Despite having an active role within the attendance management process and high responsibility for the implementation of rules and procedures handed down by head office, they had limited authority over the process. Line managers perceived the latter as routine and a box-ticking exercise and had developed coping tactics to deal with the control from above. Originality/value – This paper provides practical and theoretical considerations over the role of line management in the labour process, investigating their role in managing attendance at work within the lean terrain of food retailing. This research contributes to the ongoing academic discussions related to the devolvement of HR responsibilities to the line, highlighting the great involvement of line managers in the absence policy. It also provides a sociological perspective over line managers’ authority and discretion in managing attendance, revealing that they were subjected to direct and bureaucratic control within their role in attendance management. However, the research reveals that line managers were not passive in the face of direct control from above and had developed tactics to cope with the monotony and the repetition of this process, attempting to somehow escape the top-down control they were subjected to.

Evans, Samantha

2015 Employee Relations: An International Journal

doi: 10.1108/ER-06-2014-0066

Purpose – The purpose of this paper is to examine the interplay between the role of front line managers (FLMs) and their contribution to the reported gap between intended and actual human resource management (HRM). Design/methodology/approach – The findings draw on case study research using 51 semi-structured interviews with managers across two UK retail organisations between 2012 and 2013. Findings – This paper argues that FLMs are key agents in people management and play a critical role in the gap between intended and actual employee relations (ER) and HRM. The research found that these managers held a high level of responsibility for people management, but experienced a lack of institutional support, monitoring or incentives to implement according to central policy. This provided an opportunity for them to modify or resist intended policy and the tensions inherent in their role were a critical factor in this manipulation of their people management responsibilities. Research limitations/implications – The data were collected from only one industry and two organisations so the conclusions need to be considered within these limitations. Practical implications – Efforts to address the gap between intended and actual ER/HRM within organisations will need to consider the role tensions of both front line and middle managers. Originality/value – This research provides a more nuanced understanding of the interplay between FLMs and the gap between intended and actual HRM within organisations. It addresses the issue of FLMs receiving less attention in the HRM-line management literature and the call to research their role in the translation of policy into practice.

Townsend, Keith ; Loudoun, Rebecca

2015 Employee Relations: An International Journal

doi: 10.1108/ER-06-2014-0060

Purpose – There is a long line of human resource management and employee relations research that points to the important function that line managers play within organisations. The purpose of this paper is to focus on the level of line manager closest to the employees, the front-line manager (FLM), to understand the role they play in informal voice pathways. Design/methodology/approach – The research project from which these data are drawn is of mixed method design in a multi-site case study organisation. The organisation is a quasi-military, public sector organisation with around 2,000 front-line employees. While this paper focuses primarily on one aspect of data collection, survey results are provided to allow a deeper contextual understanding while the qualitative data progresses the theoretical contribution. Findings – The findings suggest that the FLMs play an important role in informal voice, however, the context of a strong and militant union means that the power dimension is different from previous studies into informal voice that have been conducted in the poorly unionised hospitality sector. In this context, informal voice with the FLM becomes just one pathway for employees to take when raising issues. Research limitations/implications – The single case study used is an exceptional case, therefore, has limited generalisability, nevertheless it does provide the opportunity to progress the theoretical understanding of voice pathways. Originality/value – This paper has originality in that the research focus is the role of FLMs in informal voice in an organisation that is strongly unionised and militant. It provides a conceptual development of employee voice pathways that can be further developed and tested in the future.

Edgar, Fiona ; Geare, Alan ; O'Kane, Paula

2015 Employee Relations: An International Journal

doi: 10.1108/ER-06-2014-0068

Purpose – The purpose of this paper is to investigate, from the perspective of knowledge workers (KWs), the factors which underpin worker performance. Although a broad array of factors is examined, the role played by the front-line manager (FLM) appears pre-eminent. Design/methodology/approach – Using data collected in 2012 from a sample of 73 New Zealand KWs, the authors adopt a phenomenological approach to understanding how the FLM influences their performance motivations. A two-pronged research design was employed; stage 1 involved a paired statement exercise, which was immediately followed by stage 2, an in-depth interview. Findings – The behaviour and support afforded to KWs by their FLM emerged as an important influence on their individual performance. Specifically, behaviours which convey value, trust and respect, and afford support, recognition and an appreciation for work completed seemingly empower and motivate KWs to superior performance. Research limitations/implications – The distinctive qualities of KWs and what constitutes their effective management needs to be given consideration in research. Identifying the depth and breadth of the FLM role contributes to this understanding. Practical implications – FLMs need contemporary development and continued support across the broad spectrum of people management activities, to enable them to build positive relational ties, which are so important to KWs. Originality/value – This paper contributes much needed empirical data to the understanding of how FLMs contribute to KW performance.