Swedish managers in TWA act as boundary spanners

Abstract

PurposeThe purpose of this paper is to highlight the complexity of manpower management in temporary work agencies (TWA). The aim is to investigate to which extent the managers reflects the features of boundary spanners.Design/methodology/approachThe results come from a case study where manpower managers at one of the biggest TWAs in Sweden are interviewed.FindingsTWAs' boundary‐spanning managers mediate between the opinions of the clients, the TWAs, and the individual temps as well as balancing between trust and risk. The findings reveal the relevance of the managers' application of a flexible and a dialectical approach when delivering service to clients, the TWA and the temps. This flexible approach means being able to simultaneously embrace these three perspectives of interests. A dialectical approach involves being able to: systematically balance between the opposing pair of trust and risk and search for the most functional option and not relate others' opinions to one's own personal values.Research limitations/implicationsThe interview data come from a case study at only one TWA and it is collected in a limited number of interview subjects.Practical implicationsThe results can provide useful information for recruiters of manpower managers in a TWA when choosing staff members that can enhance strategic management of temps. The results can also be of assistance for managers when interacting with both customers and temps.Originality/valueThe paper contributes to the literature by an analysis of the complex working conditions under which manpower managers in TWAs work.