'Fun and surveillance': the paradox of high commitment management in call centres

Much of the research into telephone call centres has focused on the coercive employment systems which are adopted in these organizations. This appears to contrast with the high levels of customer service and satisfaction which are often required for them to be successful. Our research, which is based on two case studies of call centres studied in depth, challenges this 'satanic mills' image. We explore the ways in which both companies sought to balance the pressures in the product and labour markets and employee needs to develop strategies which combined elements of commitment and control. They developed sophisticated human resource practices, which resembled the high commitment management approach, while, at the same time, maintaining a highly controlled and measured work environment. Consequently, there was a greater alignment between their HR practices and control systems, the needs of employees and the high quality of interactions with customers expected. This suggests that high commitment practices are not automatically associated with extensive employee discretion, as has been argued in the manufacturing sector. HR practices of this kind can be used to offset some of the worst features of call centre working. These findings illustrate the variety of HR practices in call centres and suggest some possible reasons for this diversity.     

Predicting employee commitment and satisfaction: the relative effects of socialization and demographics

This study compared the relative influences of organizational socialization and demographic variables on job satisfaction and organizational commitment. Organizational variables were assessed by asking 193 Chinese employees in Hong Kong to evaluate socialization within their companies, namely: (1) training received; (2) understanding of the organization; (3) co-worker support; and (4) future prospects within their companies. Dependent variables were standard measures of (affective, continuance and normative) commitment and of satisfaction (with co-workers, pay, promotion, supervisors and the work). Results revealed higher correlations between the socialization measures and job satisfaction and commitment than between the demographic measures and the dependent variables. Although a few demographic measures had some predictive power, the regression analyses confirmed that the socialization variables were consistently stronger predictors of both satisfaction and commitment. Strategic implications for human resource management are discussed.     

Human resource and industrial relations practices of UK and US multinationals in Germany

Most of the research about HRM and IR practices of MNCs in their host country has been conducted in deregulated countries such as the UK and the US. Host countries with relatively weak institutional arrangements facilitate the transfer of home-country practices. In contrast, those with institutionally strong systems, such as Germany, impose stronger pressures for adaptation. This paper reports research about nine US and four UK subsidiaries operating in Germany. It examines how their HRM and IR practices are shaped by German labour and IR institutions, how they differ from a control group of indigenous firms and what room for manoeuvre is left for the introduction of home-country practices. The main conclusions are that small and medium-sized subsidiaries in particular can to some extent avoid the pressures exerted by German labour and IR institutions. This facilitates the transfer of home-country practices. However, even larger affiliates that comply with the German institutions can transfer practices from their parent company. The highly regulated German system leaves some room for flexibility. Nevertheless, the institutional environment prevents large companies from following a unitarist HRM and IR approach.     

Management training and education in the People's Republic of China

Management education and training is an important means of improving the competence of managerial personnel in any economy, and managerial talent is a necessary condition for successful economic development. From the beginning of the open door policy, the People's Republic of China has recognized this need. However, ideological road-blocks, a rather narrow interpretation of modern management, absence of a consistent national policy on managerial education and training and lack of qualified faculty have stifled the development of managerial talent. The worsening fate of the state-owned enterprises has been linked to a shortage of qualified managerial personnel and that shortage continues to be a key operational concern for foreign companies establishing operations in China. This paper traces and describes the historical development of management education and training in the PRC, and explains the current state of affairs. An analysis of political, structural, policy and attitude issues leads to the conclusion that problems remain which could severely hamper China's continued programme of economic reform.     

The link between the management of employees and patient mortality in acute hospitals

The relationship between human resource management practices and organizational performance (including quality of care in health-care organizations) is an important topic in the organizational sciences but little research has been conducted examining this relationship in hospital settings. Human resource (HR) directors from sixty-one acute hospitals in England (Hospital Trusts) completed questionnaires or interviews exploring HR practices and procedures. The interviews probed for information about the extensiveness and sophistication of appraisal for employees, the extent and sophistication of training for employees and the percentage of staff working in teams. Data on patient mortality were also gathered. The findings revealed strong associations between HR practices and patient mortality generally. The extent and sophistication of appraisal in the hospitals was particularly strongly related, but there were links too with the sophistication of training for staff, and also with the percentages of staff working in teams.     

Cultural barriers in the transferability of Japanese and American human resources practices to developing countries: the Turkish case

Multinational enterprises can be expected to increase their chances of success by understanding the socio-cultural systems of the regions in which they operate. This paper examines the applicability of Japanese and American human resources management practices in Turkey within a socio-cultural perspective. Emphasizing the contextual differences between developing and industrialized countries and comparing work-related values of the three countries, the paper argues that Japanese human resources practices are more compatible with Turkish societal characteristics than are their American or Western counterparts.     

Privatization,Financialization and State Restructuring in Eastern Germany: The case of Am südpark

Using a mix of survey data, results from a study on local planning politics and fieldwork, this article discusses the interplay of planning and welfare policies with global financial markets in the ‘making’ of social segregation in Halle‐Neustadt, a borough in the German city of Halle (Saale). Here, different developments come together. First, Halle‐Neustadt has experienced two waves of privatization, leading to a complete change of ownership structures, marked by the rise of financial investors. Second, welfare cuts have put increasing pressure on welfare recipients to live in the cheapest housing available. This has led to the emergence of a ‘Hartz IV business model’ based on low, but state‐subsidized, rents. Third, new planning policies have led to a massive drop in house prices, thus facilitating the use of ‘leverage’ strategies for financial investors. We expand on an already developed debate, providing new insights about relations between planning, state restructuring and financialization in a German context. We demonstrate that a broad array of changes in national regulatory settings, policy change in different sectors and local particularities can all be crucial in enabling financialization. We conclude that research should place greater emphasis on the state in providing explanations and take differences in context more seriously.     

Institutional endowment,localized capabilities and the emergence of SMEs: from mining to recycling,the case of Freiberg (Saxony)

This paper analyses the development of the emerging SME-based recycling and environmental technology sector in the region of Freiberg in the former centrally planned economy of the German Democratic Republic. The author analyses a relatively successful process of economic renewal resulting from a combination of endogenous assets and exogenous impulses, set within a socio-economic context often seen as unconducive to the creation of new and innovative firms. The analysis has three distinct but interlocking strands of explanation: long-term historical assets and localized capabilities; the restructuring of existing local research institutes; and public policies in support of environmental protection and applied research. The paper analyses how processes of learning and unlearning, and the existence of tacit and formal knowledge, supported by a strong social capital reinforced during years of communism, contributed to the development of the new sector. Overall, the analysis privileges an historical perspective in highlighting a process of long-term continuity in the accumulation of skills and entrepreneurial abilities, combined with a process of industrial transformation and renewal.     

From boom to bust: the challenges of managing people in Thailand

This article critically analyses the theory and practice of human resource management (HRM) in Thailand. Thailand emerged against all expectations as the most impressive of the 'tiger economies' with unprecedented growth rates of 8 per cent and above in the 1980s and early 1990s. This paper examines the human resource challenges associated with the industrial expansion during the period of transition from the boom era to the subsequent economic downturn that saw the collapse of the economy in 1997. Based on in-depth interviews with managers across eleven major industrial sectors, observations of office and factory practice, this paper attempts to characterize the diversity of approaches available and how they reflect the social-cultural and economic realities in Thailand today. Three generic HR models are identified: traditional , transitional and progressive . We assess the key definitive features of these models, identify some major thematic differences, and examine the relative importance of these models in the commitment to develop a competent and innovative workforce. Finally, we identify some possible avenues for further research, and set out a number of managerial and policy implications.     

An empirical study of human resource management policies and practices in foreign-invested enterprises in China: the case of Shenzen Special Economic Zone

Information about human resource management (HRM) practices in foreign-invested enterprises (FIEs) in China has been limited to studies involving a small number of cases. This study provides an empirical assessment of HRM practices used in 158 FIEs operating in Shenzen Special Economic Zone (SEZ) of the Guangdong Province in southern China. Results suggest that FIEs have moved away from centrally planned job allocation, life-time employment and egalitarian pay towards open job markets at management and non-management levels, contractual employment where pay and longevity are based on individual worker and company performance and compensation plans that recognize differences in skills, training and job demands. These practices seem to reflect the influence of the economic reform in China. Other aspects of HRM practices used by FIEs, such as approximate equality of pay for men and women, limited differences between management and non-management salaries and widespread provision of housing and other benefits for employees, seem to reflect the influence of the Chinese socialist ideology.     

Ethnicity and human resource management practice in sub-Saharan Africa: the relevance of the managing diversity discourse

The paper explores issues of human resource diversity in the multi-ethnic societies of sub-Saharan Africa, arguing that ethnicity constitutes a primary dimension of diversity. The influence of ethnicity on employment relations in organizational life in this region is examined and whether the discourse of managing diversity could be applied to manage such diversity. The paper argues that, if the ethnic diversity found in African organizations is well managed, this could enhance organizational harmony and effectiveness. Further, if organizations in Africa deliberately embrace approaches of 'inclusion' rather than 'exclusion' in managing their human resource and appreciate the inherent employee 'difference', it could improve the image and effectiveness of organizations operating here. At the same time, there is a need to adapt such approaches to the cultural specificity of local contexts.     

The role of Spanish local development and employment officers in human resource management

The aim of this study is to contrast the existence of a significant relation between good human resource practices and business results. The empirical analysis is applied to strategies implemented by Local Development and Employment Officers (LDEOs) with regard to the management of social integration and job placement programs within the context of Local Development in Spain for both the universalist and contingent perspectives of Human Resource Management. The novelty of this study lies in the impact local development programs are having on social integration and job placement, and, in particular, the effects of project management.     

The emergence of Human Resource Management in China: Convergence,divergence and contextualization

This article aims to use the emergence of Human Resource Management (HRM) in China to shed light on the dynamism of convergence, divergence and contextualization in the broader field. It argues that the ways used to manage people in China have diverged or converged with Western or foreign-developed theories and practices, in different institutional contexts and at different periods of time. Overlapping with this intellectual narrative, it looks at HRM in China in its contemporary historical setting, to show how theories such as the US-inspired Scientific Management and Human Relations and the Soviet model of Personnel Administration have influenced and shaped various ways of managing people. The bibliometric review of the unfolding of HRM in China presented in the article will, we argue, also shed further light on wider issues of convergence/divergence and contextualization.     

Economic marginalism and the microstate,the impact of donor conditionality requirements in international aid programmes on a SHRM training project in the Cook Islands

Donor conditionality involves the formal terms and commitments under which major international aid agencies, such as the World Bank and the IMF grant aid or arrange loans for developing countries. In doing so, said agencies have tended to emulate, as a matter of policy, private-sector market reforms based on the contemporary neoclassical model. As a consequence, donor conditionality tends to place formalized and regular stress on inflationary control, privatization of publicly owned equity and the deregulation of public-sector employment. In turn, the functional utility of strategic human resource management as a vehicle able to obtain major change-related outcomes has tended to give it an important role in the implementation process. This paper reports on events that took place in the Cook Islands, a central Pacific microstate, during a university-based training course for public service managers in which the government imposed on a virtual exercise the full weight of real decisionmaking process. It will attempt to place this action in a larger context by, first, critically examining the tendency for SHRM initiatives to be distorted - a situation that arises when the requirements of donor conditionality do not fit the economic, social and cultural conditions in which they are to be applied. It will conclude by reviewing some of the issues to be debated should the tendency to use a single model of reform be replaced by a more country-friendly programme of requirements.     

The value of project management to organizations in Canada and Germany,or do values add value? Five case studies

Five case studies have been conducted: four in Canada and one in Germany. The authors of this article were particularly interested in understanding the value of values and meaning in the context of project management implementation and project environments. The article first summarizes the authors' particular approach. It then discusses the five case studies and their findings. These findings will be grouped around the concepts of value of project management and meaningful work. In conclusion, the findings of this study will be summarized across all five case studies and based on a comparative content analysis.     

The transformation of the wage and performance appraisal system in a Japanese firm

This paper analyses how performance appraisal has affected the wages of employees in a unionized Japanese firm over time, using firm-level wage and performance appraisal data. Data show that the wage and performance-appraisal systems have been shifting to a performance basis, and away from the heavy reliance on age and seniority characteristic of the old systems. In the process, wage differentials among employees are becoming wider, particularly among those 37 to 41 years old and those 49 to 55 years old. Management introduced the new wage system through a process of concessionary bargaining. Surprisingly, employees, rather than the enterprise union, were able to convince management to modify their initial plans during bargaining over the new wage system.     

Urban shrinkage in Germany and the USA: a comparison of transformation patterns and local strategies

Many American and European cities have to deal with demographic and economic trajectories leading to urban shrinkage. According to official data, 13% of urban regions in the US and 54% of those in the EU have lost population in recent years. However, the extent and spatial distribution of declining populations differ significantly between Europe and the US. In Germany, the situation is driven by falling birth rates and the effects of German reunification. In the US, shrinkage is basically related to long-term industrial transformation. But the challenges of shrinking cities seldom appeared on the agendas of politicians and urban planners until recently. This article provides a critical overview of the development paths and local strategies of four shrinking cities: Schwedt and Dresden in eastern Germany; Youngstown and Pittsburgh in the US. A typology of urban growth and shrinkage, from economic and demographic perspectives, enables four types of city to be differentiated and the differences between the US and eastern Germany to be discussed. The article suggests that a new transatlantic debate on policy and planning strategies for restructuring shrinking cities is needed to overcome the dominant growth orientation that in most cases intensifies the negative consequences of shrinkage.     

Managing human resources across cultures: a comparative analysis of practices in industrial enterprises in China and The Netherlands

Abstract Although researchers and practitioners have come up with many good ideas for improving the employment relationship, there is no evidence for universally applicable practices. Prior theoretical work and research in the area of (international) human resource management indicate that cultural and contextual constraints are responsible for the problematic nature of transference of practices. This study illustrates and explains the contextual as well as cultural boundaries through a direct comparison of practices as used in a matched sample of industrial companies in China (n=97) and The Netherlands (n=47). It is argued that differences in organizational structure, cultural values and labour regulations account for the variation between countries. The results show considerable differences between China and The Netherlands in the HRM practices of industrial enterprises. Also, the organizational culture of the companies studied varies between the two countries and the differences found are clearly in line with differences on the national cultural level.     

Complementarity or competition: the development of human resources in a South-East Asian Growth Triangle: Indonesia,Malaysia and Singapore

Globalization has led to the emergence and strengthening of regional and subregional economic co-operation as a means of promoting economic growth. In East Asia, a new kind of sub-regional economic zone known as a 'Growth Triangle' is gaining increasing popularity. This article explains the concept of the Growth Triangle and traces its proliferation in East Asia. It examines the conditions for the success of Growth Triangles and the policies pursued by the various participating governments. It then argues that effective human resource development (HRD) policies are essential for the participating governments to enjoy the benefits of the Growth Triangles. Arguably, the HRD policies within the Growth Triangle should be complementary rather than competitive. But using the 'Indonesia-Malaysia-Singapore' Growth Triangle (IMS-GT) as an example, this research asserts that in reality co-operation and complementarity in the HRD arena will give way to competition as the Triangle develops.     

The differential effects of work- and family-oriented women-friendly HRM on OC and OCB: the case for single female employees in Hong Kong

Research on women-friendly HRM often presumes working women are homogeneous in their wants and needs of organizational support. Few such studies have examined how female employees of different marital and parental statuses might perceive women-friendly HRM differently. This study categorizes organizational womenfriendliness into two aspects, namely work- and family-oriented, and explores if the two types of organizational support are equally important to single working women who do not have children. The effects of work- and family-oriented women-friendly policies on their job attitudes and organizational behaviours were examined. It was found that workoriented policies had a positive impact on single female employees' level of affective commitment and altruistic behaviours. In contrast, family-oriented policies were positively related to continuance commitment. Neither of the two sets of policies had any effect on compliant behaviours. The results highlight the importance of a careful examination of the demography of the workforce in trying to devise effective women-friendly organizational strategies and HR policies.