Choices and constraints: individual perceptions of the voluntary redundancy experience

This article considers how voluntary redundancy influences individual perceptions of retrenchment. Semi‐structured interviews were conducted with people who had taken voluntary redundancy from a range of Australian public and private sector organisations. The article argues that, although some employees may feel pressured into accepting voluntary redundancy, for most people it provides a better alternative to involuntary retrenchment, enabling them to maintain self‐esteem and reducing the negative psychological, physical and financial impacts normally associated with retrenchment. However, it also suggests that redundancy programmes need to be managed strategically to avoid creating a ‘package culture’ mentality in which turnover becomes contingent on receiving a redundancy package.     

Recruitment and retention in front‐line services: the case of childcare

This article highlights how problems of recruitment and retention in front‐line services create a particular challenge to traditional HRM models and solutions. Private day nurseries make an interesting example of the challenges facing managers in the service sector as the combination of a feminised workforce, a price‐sensitive service, public–private competition and state regulation create particular difficulties. We report on a study of 33 day nurseries involving interviews with managers and employees over an eight‐month period. Our findings show that childcare providers have to cope with recruitment and retention problems associated with high‐end interactive service provision compounded by gender segregation and small business characteristics. Our analysis of employer and employee perspectives examines labour market issues affecting recruitment, and categorises the reasons for staff turnover into internal ‘push’ factors, external ‘pull’ factors, outside factors and functional turnover.     

‘What problems you got?’: managerialisation and union organising in the voluntary sector

This article explores how government public service modernisation policies have impacted on management practices and employment conditions in voluntary sector welfare organisations and the problems unions have encountered in responding to such impacts in the context of public service modernisation. The study finds that employees encounter problems developing workplace union organisation and unions face problems developing a coherent strategy on support for the sector and for resisting public sector reform, which hinders trade union resistance. The implications of this may be important in strengthening managerial control over the public service labour process.     

Examining public service motivation in the voluntary sector: implications for public management

Building on research about the nature of public service motivation (PSM) and its application outside the public sector, the authors provide a qualitative-based examination of PSM’s relevance to voluntary sector employees. In doing so, they explore how far their motivations extend beyond those encompassed within current conceptualizations of PSM and whether PSM research can be enriched through the adoption of qualitative methodologies. The findings suggest that PSM accounts for some, but not all, of the motives of voluntary sector employees and indicate that public sector managers involved in outsourcing public services need to be sensitive to their distinctive features.     

Cementing skills: training and labour use in UK construction

This article explores questions of labour reproduction and skill development under different contract arrangements within the UK construction and civil engineering industry. The central concerns of the article relate to the impact skills shortages within the sector have had on recruitment practices, training provision and the use of contract alternatives in terms of both direct and non‐standard labour. The argument primarily draws on data from a national postal survey conducted in 2002, covering firms of all sizes within this key economic sector. The article reveals some interesting findings regarding recruitment and training practices which, despite encouraging headline figures on the existence of training, reveal an over‐dependency on contingent labour and low levels of apprenticeships – particularly among small firms, which are predominant in the industry. This suggests that the recognised problems of labour shortages within the sector are ongoing, and that the aim of attracting new workers into the industry remains unrealised.     

Partnerships and the private recruitment industry

This article, based on a postal survey and qualitative interview‐based research, examines the relationship between major private recruitment bureaux and their clients in the UK, with particular attention to the recruitment and selection of temporary workers. The private recruitment industry is growing and large bureaux are seeking closer partnership arrangements with clients. Contracts for labour services are being developed on a 'preferred' supplier basis – similar in type to the approach taken for the purchase or supply of goods or components. However, formal preferred supplier contracts with temporary work bureaux were used by only a minority of clients, usually larger organisations or those having projects or workplaces with high volume demand. While such bureaux seek models of relational contracting or partnering, many clients prefer less fully engaged or 'semi‐distanced' relations facilitated by the informal dimensions of inter‐organisational contacts.     

The emergence of a new industrial relations actor—the role of the citizens’ Advice Bureaux?

How do employees seek representation and how is workplace conflict resolved in the absence of trade unions? This article contributes to this debate by suggesting that employees are seeking advice and representation outside the traditional labour movement and from voluntary organisations such as the Cititzens’ Advice Bureaux (CABx).     

Software packages for everything

This paper details the way in which voluntary sector organisations can benefit from software packages designed for the commercial sector. Administrative activities of nonprofit and voluntary sector managers revolve around money and the paper demonstrates how the areas of income generation, administration and service provision can be more efficiently managed by the use of existing software. Off‐the‐shelf systems can be adapted simply by slightly changing the terminology. The paper concludes that, although the costs are high, they are more than offset by the potential benefits. Copyright © 2001 Henry Stewart Publications     

New class divisions in a modern working life?

This article questions the usefulness of a traditional class divide as a tool for understanding a contemporary working environment among manual and non‐manual workers in the oil service industry. The case of study is an enterprise within a supply chain with asymmetrical relationships between companies. Our findings show that the traditional manual/non‐manual class division is still relevant for understanding differences in perceived work situation in a modern work organisation. However, alongside a cleavage between manual and non‐manual workers, we find a cleavage between workers with differing amounts of contact with employees in organisations higher up in the supply chain.     

The link between perceived HRM practices,performance and well‐being: the moderating effect of trust in the employer

The present study examines the interaction between perceived HRM practices and trust in the employer on employee performance and well‐being. Specifically, the study tests whether trust in the employer moderates the relationships between perceptions of HRM practices and task performance (as rated by employees’ supervisors), organisational citizenship behaviour, turnover intentions and employee well‐being. Support was found for the majority of the hypotheses using data from 613 employees and their line managers in a service sector organisation in the UK. Trust in the employer moderates the relationships between perceived HRM practices and task performance, turnover intentions and individual well‐being, but not organisational citizenship behaviour. Implications of the findings for organisations and future research are discussed.     

The relationship between employee knowledge,personal contact and attitudes towards chronically ill co-employees within the banking sector

As chronic illnesses continue to be a burden in today's organisations, it remains a very crucial call for management to find ways to eradicate the associated organisational problems. While people of all ages are affected by chronic illnesses, there is a higher risk of the elderly developing chronic diseases. However, as much as chronic illnesses are inevitable among employees, there should be ways at least to curb negative social and goal achievement impact which they bring in organisations. In this regard, a survey was conducted to examine the relationship between employees' knowledge about, contact with and attitudes towards their co-employees with chronic illnesses within the banking sector. This is not a well-researched area from an International Journal of Human Resource Management (IJHRM) view and this work could make a useful additive contribution. Results indicated that employees' knowledge about and contact with individuals diagnosed with chronic illnesses were significantly related to better attitudes towards this population. The findings also revealed that knowledge was related to positive attitudes among employees who had more personal contact with individuals with chronic illnesses and such findings indicate the importance of exposing employees to information about chronic illnesses and direct practice experience with individuals who have these illnesses. Managerial implications for employees with chronic illness are discussed.     

Using the Harvard HRM model to conceptualise the impact of changes to supervision upon HRM outcomes for different types of Australian public sector employees

Within the Australian context of a shortage of skilled professionals, this article uses the Harvard model of human resources management (HRM) to conceptualise how changes in stakeholder interests coupled with changes to situational factors affect public sector HRM policy choices that in turn affect HRM outcomes for different types of public sector employees. The findings obtained using path analysis suggest that the proposed model explained almost 50% for nurses and less than 14% for police officers. In the case of nurses, the strong significant relationship between HRM inputs and outputs may provide a further plausible explanation for one of the long-term consequences of new public management – namely, the inability to retain skilled employees (especially those in the health sector) across numerous OECD countries. The implication of these findings is that the present public sector HRM policy choice should be re-examined because of its impact on HRM outcomes. Moreover, public sector employees should not be regarded as one uniform group that responds alike to the same policy. Whilst the merits of pursuing a strong auditing focus may have benefited organisations financially, the benefits can only remain if public sector employees, including professionals, are prepared to work under those conditions. The inability to retain nurses in numerous countries, coupled with past studies that have identified (poor) management as a contributing factor, suggests that past HRM policy choices may have to be replaced by new HRM policy choices that focus on employees' perceptions of well-being. However, more studies using different types of professionals are required to confirm the generalisability of these findings.     

ARCHSECRET: a multi‐item scale to measure service quality within the voluntary sector

This paper provides an overview of the application of SERVQUAL reflecting the theoretical criticisms concerning disconfirmation model, process orientation, role of expectations and portability. The original SERVQUAL framework was found to be inappropriate for services that had no close analogue with the private sector. A qualitative research study was undertaken to establish the sector‐specific criteria used by customers to evaluate service quality. The study identified 40 potentially unique features of the service as perceived by service recipients. These features were developed into a pilot survey instrument that comprised 40 questions, covering expectations, perceptions and importance. A pilot study was undertaken to test the instrument among disabled customers and their carers across the main centres of a national voluntary organisation. Analyses of the pilot survey data resulted in a set of 27 distinct statements across ten hypothesised service quality dimensions. These are Access, Responsiveness, Communication, Humaneness, Security, Enabling/Empowerment, Competence, Reliability, Equity, and Tangibles, giving rise to the acronym ARCHSECRET. The ARCHSECRET instrument is potentially a powerful diagnostic tool for managers in their pursuit of continuous quality improvement within voluntary sector organisations. Copyright © 2001 Henry Stewart Publications     

Flexible work arrangements in Greece: a study of employee perceptions

The purpose of this study is twofold: first, to explore factors that affect employees' perceptions towards flexible work options; second, to examine whether the perceived benefits and barriers associated with work flexibility predict one's decision to participate in flexible work arrangements or not. A total of 362 Greek employees participated in the study to determine their attitudes towards flexible work practices. Univariate analyses of variance and logistic regression analysis were conducted with the aim of exploring the research hypotheses. It is found that attitudes towards flexible work options are dependent on gender, sector of employment and prior participation in a flexible work scheme. In general, women, public sector employees and employees who have participated in flexible work arrangements are more likely to perceive more benefits and fewer costs with regard to the use of work flexibility. Further analysis provided evidence that work–life balance benefits are stronger predictors of participation in flexible work practices. These findings suggest that employee-centred organisations that view flexibility as a valuable management tool, should deal with specific barriers that discourage people from taking up flexible work arrangements. Given the dearth of empirical research on work flexibility in Greece, the findings of this study provide the wider academic community with new insights on employees' perceptions of flexible work options.     

Exploring the benefits of contact centre offshoring: a study of trends and practices for the Australian business sector

A globalised knowledge economy has seen organisations restructure their delivery of customer services to take advantage of an open and competitive labour market. Gains achieved in developed economies such as the USA and UK from offshoring of business processes to developing countries are pressuring Australian businesses to offshore. This paper explores the practices of Australian businesses with offshore contact centres and considers emerging trends in offshoring in terms of potential risks and benefits for Australian organisations with broad customer contact. Findings suggest that Australian organisations are not only cautiously adopting offshore contact centre solutions to a range of onshore challenges including recruitment and retention of local staff and comparatively high local costs, but also achieving gains beyond cost savings in quality of service and enhanced business flexibility.     

Union modernisation,coalitions and vulnerable work in the construction sector in Britain

This article analyses vulnerable work in the construction sector, the impact of the recession and union responses to these problems including the development of coalitions with civil society and state organisations, and provision of new services to members and other workers faced with heightened vulnerability at work. The case study is based on qualitative interviews and internal documentation, and focuses on the construction union, Union of Construction, Allied Technicians and Trades, and its work supported by the government‐backed Union Modernisation Fund. The findings demonstrate some innovative approaches to supporting workers facing vulnerability in terms of job insecurity, health and safety and other problems, including drawing on support from other organisations with specific expertise and resources. Problems in terms of the political contingency of these links, vulnerability in terms of changing funding regimes and priorities within state agencies, and the vast scale of the problem of vulnerability at work are also highly prominent.     

Training in the new private sector in Russia

The growth of the new private sector in Russia has been associated with the expansion of trade and services, requiring a labour force with different occupational and skill characteristics from those of the Soviet economy. This paper reports on the first research ever undertaken on training practices in the new private sector in Russia. The analysis is based on forty case studies of new private enterprises and a large-scale household survey in four relatively prosperous Russian cities carried out in the first half of 1998. The paper shows that the old system of vocational retraining has largely collapsed, but very little has arisen to take its place. The majority of new private employers make little provision for the training of their employees, relying heavily on training provided by previous state employers or on the motivation of their own employees or prospective employees to undertake training on their own initiative, at their own expense and in their own time. At the same time, the availability of appropriate training is limited and it is extremely expensive in relation to the resources available to new private employers. Nevertheless, those who undertake training experience significant increases in earnings.     

The role of strategic HR practices in organisational effectiveness: an empirical investigation in the country of Jordan

This study responds to the call of researchers, and is conducted in a non-western context in the country of Jordan. The study contributes to our understanding of human resource (HR) practices' impact on organisational effectiveness. The empirical analysis is based on theoretical prepositions that motivated employees through good HR practices stay longer and contribute positively to the overall financial performance of organisations. Rigorous statistical testing of the data on the population of financial firms shows that careful recruitment and selection, training and internal career opportunities have a positive impact on reducing employee turnover. Training, in particular, is found to have a strong positive impact on financial performance measured by return on assets and return on equity. Furthermore, the findings provide strong support for the direct approach in strategic HR management–performance research that a group of best HR practices will continuously and directly generate superior performance. Despite such compelling arguments, however, we did not find evidence to support the notion that a bundle of HR practices impact better on financial performance than individual HR practices. It is possible that the optimal configuration may not only be contingent on national context, but could be due to the sector and the specific characteristics of the firm.     

Mobilising workers within inter‐organisational relationships in the UK voluntary sector

This article assesses the prospects for union membership growth in the UK voluntary sector. It examines the efforts of workplace activists to defend terms and conditions and recruit and retain members in two voluntary organisations in the context of the sector's close relationship with external state funding and regulatory bodies. The study confirms the importance of workplace activists in contributing to successful mobilisation. It also finds, however, that differences in inter‐organisational relations between the two organisations and state funding bodies that are shaped by product markets and competition are pivotal in explaining the variability in outcomes for union mobilisation efforts. The article has wider significance in telling us more about why union campaigns in areas of the economy characterised by close supply chain relations succeed or fail.     

Improving public trust in the voluntary sector: an empirical analysis

Public trust and confidence in the voluntary sector continues to be at the heart of the government's new policy agenda. A number of initiatives are currently under way to review how trust and confidence could be bolstered. In this study the authors review the findings of a major new study of how donors feel about voluntary organisations and the factors that drive trust therein. Managerial and public policy recommendations are offered in the light of the findings. Copyright © 2002 Henry Stewart Publications