Matching the management of human resources to service operations

Matching the management of human resources to service operations Informed by research projects undertaken at Nottingham Trent, this paper discusses the different HRM practices of some operators in fast‐food restaurants. Outlines the nature of service provision and some key determinants of the service offer. These help to categorize the types of service offered to customers. Operational categories are also outlined and by using both a matrix is created which produces a series of four ideal types of approach to HRM management. These styles relate to the amount of employee involvement and participation in shaping the service encounter and therefore the kind of empowerment enjoyed by employees. Two case studies of well‐known fast food operators are used to demonstrate the ideal types identified. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Contemporary Hospitality Management Emerald Publishing

Matching the management of human resources to service operations

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Publisher
Emerald Publishing
Copyright
Copyright © 1998 MCB UP Ltd. All rights reserved.
ISSN
0959-6119
DOI
10.1108/09596119810199309
Publisher site
See Article on Publisher Site

Abstract

Informed by research projects undertaken at Nottingham Trent, this paper discusses the different HRM practices of some operators in fast‐food restaurants. Outlines the nature of service provision and some key determinants of the service offer. These help to categorize the types of service offered to customers. Operational categories are also outlined and by using both a matrix is created which produces a series of four ideal types of approach to HRM management. These styles relate to the amount of employee involvement and participation in shaping the service encounter and therefore the kind of empowerment enjoyed by employees. Two case studies of well‐known fast food operators are used to demonstrate the ideal types identified.

Journal

International Journal of Contemporary Hospitality ManagementEmerald Publishing

Published: Feb 1, 1998

Keywords: Fast‐food restaurants; Human resource management; Service operations

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