Human Resource Management Service Research Articles

Новые инструменты рынка труда в управлении персоналом на предприятиях наноиндустрии: оценка эффективности

The article gives the results of the sociological analysis of the impact on the organization of human resource management services in the nanoindustry by introducing professional standards and independent qualification assessment into practice. The latter are called upon to reorient personnel services to the management of personnel quality. The current position of the services regarding the use of professional standards and evaluation of qualifications in the personnel management is presented. The ways of using these tools in implementing the personnel policy of the enterprise are discussed.

A Study on Human Resource Management Practices and Customer Satisfaction in the Select Public and Private Sector Banks

The primary aim of the study is to analyze the impact of human resource management practices on customer satisfaction in public and private sector banks. The result of the study reveals that both in public and (Dutta and Dutta, 2009) private sector banks combined together, the officers have moderate perception, clerical and sub staff have low perception about overall human resource management practices of the banks. Similarly, officers in public and private sector banks have moderate perception and clerical and sub staff revealed low perception. It can be inferred from the study that all officers in the public and private sector banks are moderately satisfied with the overall human resource management practices whereas clerical and sub staff have expressed very low satisfaction with the overall human resource management practices practiced by the banks. The study further revealed that the private sector banks provide better service quality when compared to public sector banks in the study area. The study further revealed that the private sector banks provide better service quality when compared to public sector banks in the study area. There is a significant association between human resource management practices and service quality dimensions such as tangibility, reliability, responsiveness, assurance, empathy and overall customer satisfaction. It is evident that all human resource management practices are highly contributing to the enhancement of customer satisfaction of the sample bank.

Why sharing is synergy

PurposeHR shared service centers (SSCs) have been claimed to innovate human resource management service delivery by centralizing resources and decentralizing control and, in doing so, create value for other business units. In response, to explain the value of HR shared services for the business units served, the purpose of this paper is to test hypotheses on the joint influence of HR SSC operational and dynamic capabilities and of control mechanism usage by the business units.Design/methodology/approachA survey methodology was applied to collect data among business unit representatives from 91 business units in 19 Dutch organizations. The data were analyzed using structural equation modeling in AMOS.FindingsThis study found that the use of formal control mechanisms (e.g. contracts, service-level agreements) relates negatively with HR shared service value, but that this relationship becomes positive once mediated by informal control mechanisms (e.g. trust and shared language) and operational HR capabilities. Furthermore, it shows that the dynamic capabilities of HR SSCs relate positively to HR shared service value for the business units, but only because of their effect on operational capabilities.Originality/valueWhereas previous studies into HR SSCs have examined the two antecedents independently, this study shows how organizational control and capabilities interrelate in explaining the value of HR shared services.

Uncovering configurations of HRM service provider intellectual capital and worker human capital for creating high HRM service value using fsQCA

Although traditionally applied independently, this study combines two theoretical perspectives – the intellectual capital theory and the consumer perspective – to uncover value-creating configurations of human resource management (HRM) service providers' and workers' knowledge resources. We examined workers' perceptions of the value of provided HRM services using data from a sample of more than 2000 workers and the HR professionals that serve them. Using fuzzy set qualitative comparative analysis techniques, we found that the HRM provider's intellectual capital is a necessary, but not always sufficient, condition for high HRM service value. Further, our results show that workers can fulfil a ‘substitute for competence role’ when they rely on their own well-developed knowledge and skills to substitute for HRM professional inabilities. Accordingly, this study highlights the need for studying value co-creation in HRM research, that is, how both HR professionals' and workers' attributes and actions interrelate for explaining the outcomes of HRM services.

A decomposition heuristic for short-term planning of assessment centres

In an assessment centre, several candidates for a job vacancy perform a set of predefined tasks while being observed and evaluated by so-called assessors. For the organisers of such assessment centres, a challenging job is to schedule the tasks and assign the prescribed number of assessors to the tasks such that the total waiting time for the assessors is minimised. This planning situation has been reported to us by a human resource management service provider. Application-specific restrictions distinguish this problem from related scheduling problems discussed in the literature, e.g., the resource-constrained project scheduling problem. We present a mixed-integer programming-based decomposition heuristic, which iterates between pre-scheduling, assignment, and re-scheduling subproblems. Our computational results demonstrate that this novel heuristic outperforms the state-of-the-art approaches on a set of 240 benchmark instances. Furthermore, this heuristic provides optimal solutions to a set of four real-life instances. [Received 30 September 2016; Revised 26 January 2017; Accepted 27 April 2017]

A decomposition heuristic for short-term planning of assessment centres

In an assessment centre, several candidates for a job vacancy perform a set of predefined tasks while being observed and evaluated by so-called assessors. For the organisers of such assessment centres, a challenging job is to schedule the tasks and assign the prescribed number of assessors to the tasks such that the total waiting time for the assessors is minimised. This planning situation has been reported to us by a human resource management service provider. Application-specific restrictions distinguish this problem from related scheduling problems discussed in the literature, e.g., the resource-constrained project scheduling problem. We present a mixed-integer programming-based decomposition heuristic, which iterates between pre-scheduling, assignment, and re-scheduling subproblems. Our computational results demonstrate that this novel heuristic outperforms the state-of-the-art approaches on a set of 240 benchmark instances. Furthermore, this heuristic provides optimal solutions to a set of four real-life instances. [Received 30 September 2016; Revised 26 January 2017; Accepted 27 April 2017]

Human resource management (HRM) and public service motivation (PSM)

Purpose – The purpose of this paper is to provide an introduction to the special issue on public service motivation (PSM) and human resource management (HRM). The authors analyse and review how the literatures on HRM and PSM relate to each other. Design/methodology/approach – The paper combines two complementary studies: a bibliometric analysis of the interrelationships between the two literatures and a meta-analysis of the impact of HR practices on PSM. Findings – Although HRM is among the core subject categories to which the literature on PSM refers, the pre-eminence of HR topics self-reported by PSM researchers indicates large room for further transfer. Intrinsic HR practices show positive and significant effects on PSM, while no such association was found for extrinsic HR practices. Originality/value – The editorial is a complement to a recent bibliometric review of PSM research, focusing more particularly on the interrelationships with HRM and applying hitherto unused techniques. It is also the first meta-analysis of the association between HR practices and PSM.

Politics and Public Service Human Resource Management Systems in Malawi

The public service is the main tool governments use to implement various national development policies and deliverservices. An efficient public service requires a good interface between the political and administrative leadership toensure that polices are formulated and implemented properly. The relationship between politics and administrationhas been a controversial subject in public administration. This paper examines the role and impact of politics onpublic service human resource management systems in Malawi. How people are recruited, selected, appointed,oriented, trained, promoted rewarded or disciplined affect their commitment, motivation and productivity. While atthe formal level, ministers do not have prominent role in recruitment, promotion, demotion or transfer of publicservants, in practice, political interference in appointments, promotion, transfer and demotion of public servants iswidely perceived in the Malawi public service. The paper concludes with optimism that if the Vice President-ledsystem-wide public sector reform recommendations are implemented properly, some of the challenges regardingpolitical interference in public sector human resource management will be reduced.

A Framework for Enhancing ICT Competency of Universities in Sri Lanka

In the current information society, the need for securing human resources acquired with ICT competency is becoming a significant factor. Information Communication Technology (ICT) competency describes more than awareness or driving license level of using computing facilities and networking services to carry out different tasks. Undergraduates of a university will become knowledge workers in the society and they should acquire the knowledge, skills and attitudes using the modern ICT technology to carry out their job tasks effectively. This paper presents the current status of ICT Competency in Sri Lankan Universities with respect to both the knowledge and skill requirements of knowledge workers in the job market. However, there are several obstacles are affecting this development and the paper discuss the qualitative assessment of these obstacles in detail. In this study, we propose a new framework for enhancing the ICT Competency among a large number of undergraduates in the University system. This framework consists of two main components namely Infrastructure Development and Virtual Learning Environment. In the component, Infrastructure Development new facilities are provided such as computers, networks and Internet facilities, human resource management and other support services in order to solve the problems identified. Under the Virtual Learning Environment, we propose three levels for undergraduates to address the curriculums of ICT competency. The first two levels are declared with respect to the common ICT Competency Certification and level 3 is declared considering special requirements of curriculum or subject streams.

German Human Resource Management Professionals under Tensions: A Bourdieusian Approach

In line with the current discussion on Human Resource Management (HRM) professionals, we claim that HRM professionals are confronted with a critical challenge: they have to master the tensions between HRM as a profession on the one hand and the needs of maintaining power within their organization on the other. In this paper we explore whether HRM professionals perceive tensions stemming from changes in their professional role, their organizational roles and their position, where these tensions come from, and which strategies are used to cope with them in their daily practice. We build our theoretical frame on Bourdieu's Theory of Practice and conceptualize HRM professionals as actively contesting both their own as well as their groups' interests without losing sight of structural influences. Moreover, this theoretical framing allows us to assume that professional positions in organizations are inherently based on contradictions and tensions and so highlights these facets of HRM professional practice as well as focusing attention on coping strategies. Our empirical study is based on 21 interviews with German HRM professionals from large enterprises. The results show three main sources of tensions HRM professionals perceive within their organizations. These tensions stem from what we refer to as their various “sandwich” positions, from scarce resources, and from conflicts with line management. Our results show that these tensions are handled by HRM professionals as they dispose of suitable habitus aspects and professional capital. We identify four strategies that HRM professionals deploy when dealing with the tensions: the strategic consultant strategy, the active HRM service provider strategy, the HRM controller strategy and the qualification strategy. All of these strategies enable HRM professionals to maintain or even broaden the power position of HRM within their organization.

The Construction of Human Resource Management Cloud Service Platform

Human resource management service faced the challenges of promoting efficiency, costs saving, quick responding and so on. In order to face these challenges, this paper puts forward a “6 + 1” structure of human resource management service combined with some characteristics of cloud computing, elaborates the service mode of the cloud service platform based on this structure, the characteristics and challenges of the platform, and hopes to provide a new service perspective to human resource management.

The Influence of the Balanced Score Card on Performance of Public Sector Organizations in Kenya

The Balanced Score Card model has proved to be an efficient strategic management tool over the years since its development in the early 90s. More and more private sector organizations have adopted its use though public sector pace of its adoption in measuring performance has been slow. The model has been presented on the support of four dimensions that offer a holistic approach for the implementation of organizational strategies so as to balance the concerns of diverse stakeholders to firm performance. The study was therefore designed to establish the extent to which these dimensions have been implemented in some selected public sector organizations in Kenya and how they are likely to explain variation in the performance of the organizations. The study identified four objectives and relevant hypotheses relating each dimension of the BSC with performance of the public sector organizations. The study adopted a descriptive research survey design and drew its population from all state owned corporations in the Ministry of Energy and Petroleum. The respondents were classified into two categories namely officers in charge of performance contracting and heads of departments namely; ICT, Human Resource Management, Finance and Customer service. The researchers used a questionnaire which was designated for the Heads of Departments and for the officers in charge of performance contract exercise too. The descriptive results indicated that Financial, Internal Business Process and Customer Focus were rated relatively high (mean = 1.892, s.d.= 0.7047; mean= 2.088, s.d.= 0.728; mean=2.022, 0.6821 respectively). Innovation and learning, however was rated low (mean= 2.892, 0.8422) and Organizational performance was rated at the level of moderate (mean= 3.32, s.d.= 1.0961). The four dimensions explain 71.5% variation of the performance. The four dimensions significantly predict the performance of the public sector organizations in Kenya. The results indicated a strong relationship between the dependent and independent variables where R2 was 71.5%. The study concluded that the balanced scorecard is not only a measurement system, but also a management tool for use by organizations to clarify their vision and strategy and their translation into goals and actions. The study called on the organizations sampled to carry out thorough capacity building on the application of BSC so that more stakeholders understand and internalize the concept in order to enhance its adoption.

Platform thinking for services: the case of human resources

This paper tests the utility of platform thinking, a design principle that has so far been applied to product development yet under-researched in service settings, for improving the value of services. A key principle of platform thinking is to balance the reuse of service components with the heterogeneity in user needs. Tuning services to specific user needs is valuable, but differentiating services when user needs are homogeneous may decrease service quality and increase cost. Using data from 676 human resource management services, this study finds that the service value is highest when the service provision is matched with the commonality potential of the services. The results indicate that using the wrong delivery channel decreases the service value which eventually could decrease the service value for an organization's external customers. These empirical findings demonstrate the relevance of platform thinking for service design and challenges conventional design criteria used for optimizing service delivery.

Effects of human resource management on hotel performance using structural equation modeling

The hotel industry is the largest and most rapidly growing industry in Jordan. Hotel management regularly seeks directions that enable them to sustain their competitive position. This study, therefore, investigates the impact of human resource management (HRM) practices, service quality, employee satisfaction, employee loyalty, customer satisfaction and customer loyalty on hotel performance in Jordan and then examines the relationships between these factors. A conceptual model is developed by proposing eleven hypotheses. Data are collected via a distributed survey to three-, four- and five-star Jordanian hotels. A total of 52 hotels in Amman responded to the questionnaires pooling 52 HR managers, 52 sales managers, 236 employees and 311 customers. The model is examined using structural equation modeling. The main results indicate that HRM practices, service quality, employee satisfaction, employee loyalty, customer satisfaction and customer loyalty have a positive influence on the improvement of hotel performance in financial and innovation domains. In conclusion, the methodology applied to measure the performance of hotel industry provides valuable information to top management and decision makers in Jordan regarding main factors that improve hotel performance and sharpen its competitive strength.

First-year Students’ Perceptions of Extended National Diploma Programmes: the Case of a Comprehensive South African University (2012)

This study compared how the cohort of extended diploma students enrolled at a comprehensive South African university in 2012 perceived the programmes for which they were enrolled at the beginning of their first year and towards the end of the year. Data were gathered using questionnaires and semi-structured interviews involving students enrolled for extended national diplomas in Human Resource Management, Management, Entrepreneurship, Logistics, Management Services, Transportation Management and Public Relations. The study established that while the students had negative perceptions of several aspects of the extended national diploma programmes, they had become positive about most of these towards the end of the year. The paper recommends strengthening of teaching and learning support to the extended programmes at the comprehensive university in order to positively influence students’ perceptions of the programmes for achievement of the ultimate goal of improving students’ retention and success rates.

Human resource management factors and service recovery performance in Malaysian life insurance industry

Purpose– The purpose of this paper is to investigate the human resource factors (rewards, training teamwork and empowerment) that affect service recovery performance (SRP) of customer service employees in life insurances companies. Life insurances industries in Malaysia are facing stiff competitions due to growing consumerism, changing consumer choices and expectations. SRP is very important aspect in the insurances firms toward retaining the customer and one of the key competitive advantages for sustainability and adding value to the organization in the future.Design/methodology/approach– The data obtained from 350 customer service employees based on convenience sampling were analyzed using regression and hierarchical analysis.Findings– There are two factors, namely, empowerment and training, affecting the SRP. The employment status moderated the relationship between reward and SRP. The limitations of this study have been noted and further research suggestions are also included that are very important for SRP.Originality/value– This study has added knowledge regarding the factors that affect SRP, in general, and precisely in life insurance industries in Malaysian context.

Информационно-коммуникационные технологии как инструмент повышения эффективности государственного управления: зарубежный и отечественный опыт

The best foreign practice related to creation of specialized information resources, on which data on public service’s various aspects are allocated, is considered, experiment of Italy, Canada, Singapore, Norway, Brazil, USA, Great Britain, India, Finland is shown. Results of work on preparation to creation on a Portal basis a uniform information system of Russia’s civil service human resource management have been presented.

Lessons From the Happiest Place on Earth

THE ROOTS OF DISNEY AND ITS RELEVANCE TO BUSINESS When the Disneyland resort opened in the summer of 1955, it consisted of a single theme park built on a 160acre orange grove in Anaheim, California. Today, it comprises 2 theme parks, 3 hotels, an entertainment district, and an expansive shopping area, all in California alone. More than 600 million people have visited the park, many as return guests, making the Disney theme parks the number one tourist attraction in America [1]. The Disneyland model is highly regarded for its organizational effectiveness and is taught in several business school curricula. Additionally, the Disney Institute has been established to provide business leaders with insights regarding the Disney approach to human resource management, brand development, and customer service; roughly a third of its attendees work in the health care industry [2]. At first glance, Disney may seem an unusual role model for health care leaders. However, a closer inspection shows several similarities between the challenges of operating a theme park and those faced by hospital administrators. Disney executives are charged with sustaining the massive Disney enterprise while battling long lines and ensuring a pleasant experience for their

The role of the science park in innovation performance of start-up firms: an empirical analysis of Tsinghua Science Park in Beijing

This study empirically analyses the determinants of start-up firms in the Tsinghua Science Park in Beijing using survey data. More than 50% of firms are software and Internet related with CEOs has a strong technological background. It is found that firms that have their internal innovations grounded in their own competitive advantage show better innovation performance, while formal research and development collaboration with Tsinghua University plays only a marginal role. However, they benefit from informal connections with faculty members and access to students. Human resource management services by the Science Park management company are highly appreciated by tenant businesses. Finally, networking activities among tenants are found to be weak.

Attitudes and arrangements at workplace and sickness absence among blue‐ and white‐collar workers

PurposeThe purpose of this paper is to focus on the associations of employees’ attitudes and human resource arrangements to sickness absence from the perspective of absence culture and work ability.Design/methodology/approachThe study was conducted in one of the largest food industry companies in Finland. Sickness absence register data were obtained from the years 2003 to 2005 and a survey from 2005. This survey included single propositions about work arrangements (five propositions) and attitudes (three propositions) during sickness absence. These were analysed by absence days and short (1‐7 days) and long spells (>7 days).FindingsThe attitude of blue‐collar workers who agreed that it is a matter of course that someone is absent was statistically significant regarding sickness absence. They had increased risk for sickness absence days and for short spells. From work arrangements during absence the fact that jobs will wait returning to the workplace decreased the risk for short and long sickness absence spells in both groups. In addition, the fact that the employer will take a substitute during workmates’ absence increased the risk for all measured sickness absence rates among white‐collar workers.Practical implicationsThese findings should be noted in enterprises’ human resource management and occupational health services to manage and understand sickness absence.Originality/valueAlthough sickness absence has been widely studied, very little is known about sickness absence related work arrangements and attitudes associated with sickness absence. This study increases knowledge about these issues.