The adoption of innovative work practices in service establishments

Using data from the 1994 US National Establishment Survey, the author investigates differences between manufacturing and service establishments in the use of five innovative work practices: total quality management, self-managed teams, job rotation, job sharing and flextime. Service establishments are more likely to use job sharing and flextime. Manufacturing establishments are more likely to use total quality management and self-managed teams. These results hold when controlling for establishments’ business strategies, worker demographics, institutional connections and use of technology. Determinants of adoption of total quality management, self-managed teams and flextime also varied by sector.     

Monitoring in service triads consisting of buyers, subcontractors and end customers

Organisations increasingly outsource service delivery to specialist subcontractors. These buyers, their subcontractors and their end customers operate in a triadic service relationship. In these triads, the buyer lacks direct control over service delivery and completely depends on the subcontractor for its performance towards its end customers. Subcontractors are confronted with two principals (buyer and end customer) who may have conflicting objectives.Although traditionally focusing on dyadic buyer–seller relationships rather than triads, Agency Theory provides valuable suggestions on the type of contract to be used and the type of monitoring to be employed. We adopt Agency Theory as a theoretical lens to look at the buyer–subcontractor–end customer triad and develop propositions on the design of contractual arrangements and monitoring activities. We use the results of two cases of service triads to provide some initial validation for these propositions.     

National skill-creation systems and career paths for service workers: hotels in the United States,Germany and the United Kingdom

Creating sufficient opportunities for individuals to develop their capabilities and earn a living wage is one of the central challenges facing all countries. However, some types of vocational education and training (VET) institutions may be more effective than others in promoting the development of career-enhancing ‘transferable’ skills. In order to investigate the links between national skill-creation systems and individual career paths, this study focuses on three countries with very different VET systems: the United States, the United Kingdom and Germany. The comparison is based on closely matched samples of three- and four-star hotels. The results suggest that individual career development and outcomes, such as wages and turnover rates, are strongly influenced by the interplay of three key elements – the breadth, relevance to employment and degree of standardization – of national initial VET systems. Our analysis identifies strengths and weaknesses of the different systems and key lessons for improvement.     

The prospect of decent work,decent industrial relations and decent social relations in China: towards a multi-level and multi-disciplinary approach

Abstract

Decent Work is a key initiative launched by the International Labour Organization in 1999. The initiative is to promote decent and productive employment with decent conditions of freedom, equality, security and human dignity. In reviewing academic literature on decent work, existing studies have been conducted primarily from a legal and political economic perspective. It is also largely situated outside any national industrial relations framework, both theoretically and practically. Decent work is an advocacy initiative of ILO, but the promotion of universal values embodied in the notion (e.g. equality, fairness, justice and dignity) needs to be tailored to specific societal contexts. Drawing on existing academic literature, this review article examines ideological, institutional and cultural distances between decent work and the reality of employment in China. It argues that achieving decent work requires an ideological transition of ‘traditional’ Chinese work ethics and a cultural transition from collectivism and altruism towards individualism and an emphasis on individual rights. This study also examines and highlights regulatory enforcement deficits and the inadequate role of the trade union in facilitating the advancement of decent work at various levels. Finally, the article argues that the study of decent work should be mainstreamed as an integral part of decent industrial relations and ultimately, decent social relations. It calls for a multi-level and multi-disciplinary approach to examining the historical, political, economic, ideological and cultural context of specific countries in fulfilling the ‘Decent Work’ agenda.     

Comparing the main effects and moderating effects of education among three models in IT service: a quantitative approach

This study examines the formation of relationship quality and loyalty for an ISP (Internet service provider). Three conceptual models are tested for comparison. In the models, relational selling behavior, network quality, and service recovery indirectly influence loyalty with an ISP through the mediation of relationship quality. That is, in model 1, relationship quality is examined as a single construct, rather than the second-order construct comprising satisfaction and trust in model 2. In model 3, satisfaction and trust are examined as two different constructs. Customer education moderates several paths of the three models. The moderating effects are simultaneously examined using data from customers of a Taiwan’s leading ISP. The test results indicate that the influence of satisfaction on loyalty and that of network quality on satisfaction are stronger for low education customers than high education customers, while the influence of trust on loyalty and that of network quality on trust are stronger for high education customers than low education customers. Furthermore, the influences of relational selling behavior and service recovery on satisfaction and trust are similar for both high education customers and low education customers. Implications of the empirical findings are also discussed.     

中、日、美服务业劳动生产率对经济增长促进作用的比较分析

本文应用美国、日本宏观经济数据,通过对鲍莫尔两部门非均衡增长模型进一步拓展证明,两国服务业劳动生产率的提高对其经济增长具有显著的促进作用。研究发现,改革开放以来,中国经济增长率与服务业劳动生产率增长率相关性较差,部分原因在于目前中国农业部门还是一个技术相对"停滞"的部门。大力发展服务业以有效转移农村剩余劳动力,不断提高服务业的劳动生产率,不仅是工业化初级阶段促进中国经济增长的重要手段,也应该是未来中国步入后工业化时期一项长期的政策取向。     

Demographic shift, relative costs and the allocation of local public consumption in Norway

Local government responses to shifting demand and supply conditions are investigated. The desired allocation of local public consumption is determined in a voter group decision model where different age groups compete for services within an exogenous budget constraint. The model is implemented in an AIDS demand system built into a partial adjustment framework. The estimates indicate that the dramatic shift in the age composition of the population from the young to the elderly during the period studied has led to higher educational spending per pupil and less health care services per elderly. Age groups in decline are able to resist reallocations and gain in terms of spending per head.     

International Comparisons of Labour Productivity in Transport and Communications: The US,the UK and Germany

We construct benchmark estimates of labour productivity covering the transport and communications sectors for the US, UK and Germany for 1992 and 1993. The US lead is substantial in rail and trucking, even after adjusting for differences in stage length, but Britain leads in air transport and all three countries have similar productivity levels in local transport. In telecommunications and postal services the US enjoys a large lead over both the UK and Germany. We compare these estimates based on industry data with ones derived from the national accounts and find them similar in communications but not in transport. For 1973–96, and also 1989–96, productivity was growing slower in the US, hence some of the gap has been closed.     

Landlords, tenants and the public sector in a spatial equilibrium model of rent control

A spatial model is used to explore the effects of urban rent control. When landlords and tenants can alter economic and location decisions, policy effects in controlled and uncontrolled zones may differ from standard predictions. Tenants in both zones may benefit from the control, even after unfavorable landlord adjustments, but these gains are likely to come at the expense of landlords and the public sector. Efforts to restore profits and fiscal balance, without negating utility gains to renters, may fail unless control distortions can be adequately shifted to absentee landowners through lower site rents. Lump-sum renter subsidies may offer equivalent utility gains with less severe impacts on landlords and the public sector, but the supply elasticity of land again matters.     

Crossing the level of employee's performance: HPWS,affective commitment,human capital,and employee job performance in professional service organizations

Extant research on high-performance work systems (HPWS) has primarily examined the effects of HPWS on firm-level performance from a macro perspective and mostly in manufacturing settings. This study extends this literature by integrating social exchange theory and human capital theory perspectives to examine how shop-level HPWS affect employee individual performance in the service context, especially focusing on the small-scale professional service organizations. Data collected from multiple sources included 97 hair salon shop owners and 284 hairdressers as well as objective job performance measured in terms of each hairdresser's average monthly service sales. Results from cross-level analysis indicated that the relationship between shop-level HPWS and employee job performance was mediated by employee affective commitment and their human capital. These findings shed new light on the mechanisms through which HPWS impact employee outcomes and serve to bridge between macro and micro perspectives of human resource management.     

Mapping the relationships between high-performance work systems,employee resilience and engagement: a study of the banking industry in China

Abstract

There is now growing interest in employee resilience in the organizational context and its contribution to organizational performance. However, little is known the extent to which high-performance work systems (HPWS) contributes towards enhancing employee’s resilience as well as their levels of engagement. This study examines the relationships among HPWS, employee resilience and engagement, using a sample of 2040 employees in the Chinese banking industry. Drawing on the job demands-resources model and strategic/high-performance human resource management theory, we develop three hypotheses to test the relationship between HPWS and employee resilience, resilience and employee engagement, and the mediating effect of resilience on the relationship between HPWS and engagement. All hypotheses are supported and suggest that HPWS can be used as a job resource to positively affect resilience and subsequently employee engagement. The key message of the paper is that employee resilience can be viewed as a set of skills and attributes that can be developed through the effective use of HPWS to benefit both individuals and the organization.     

Network-centric business models for health,social care and wellbeing solutions in the internet of things

In this multiple case study we analyze solutions based on connected devices in the context of health, social care and wellbeing. Based on the consideration that a solution is a combination of services and products, we build on the notion that business models can be studied at a firm-level and also at a network-level. The network-level analysis is used to motivate the reasons why solutions emerging at the intersection of the healthcare and the ICT industries benefit from collaboration among different actors. We conclude that the firm- and the network-level development of business models provide alignment in the business network and are useful to establish the relation that technological component have with overall solutions. Our findings suggest that some component bring novelty in the final offer without affecting the ongoing operation, while other component aim at improving the internal working processes, with minimal effects on the final offer to end users. We discuss the benefits of a network-level perspective for each case.     

The adoption of high performance work practices in small businesses: the influence of markets,business characteristics and HR expertise

This paper explores the extent to which the adoption of high performance work practices (HPWPs) in UK small businesses with less than 50 employees is associated with the nature of the market in which the business operates, its business characteristics and its access to HR expertise. Drawing on data from the 2004 Workplace Employment Relations Survey, the analysis suggests that, where market-related factors are concerned, the uptake of HPWPs is higher in small businesses that require a highly skilled workforce but is unrelated to either the degree of market competition or the presence of large dominant customers. In terms of access to HR expertise, the analysis finds greater use of HPWPs in small businesses that have contact with external sources of HR advice via membership of business advisory networks or Investors in People (IiP) recognition. However, uptake is unrelated to the presence of personnel/HR specialists. Overall, the findings suggest that rather than depicting employment practices in small businesses as the inevitable consequence of market circumstances, encouraging greater small business involvement with business advisory networks and IiP may have the potential to increase the adoption of HPWPs in the sector.     

The impact of SARS on China's human resources: implications for the labour market and level of unemployment in the service sector in Beijing,Guangzhou and Shanghai

In this paper, we examine the effects of SARS (Severe Acute Respiratory Syndrome) on China's human resources, its labour-market and its level of employment and unemployment, looking specifically at what was one of its economically most vulnerable points, the hotel industry. The paper hypothesizes that the greatest impact would be on human resources in the service-industries and on particular sub-sectors, such as employment in hotels, located in three main cities in the PRC, in Beijing, Guangzhou and Shanghai, catering to both overseas as well as domestic tourism. It tentatively concludes that the almost dramatic demand and supply ‘shocks’ may have directly affected both the demand for and the supply of labour in the sub-sector, with discernable employment consequences.