Frontline police employees’ social construction of client service
| Autor: | Willem Schurink, Karel J. Stanz, G.J. Schwartz |
|---|---|
| Rok vydání: | 2007 |
| Předmět: |
Service (business)
Organizational Behavior and Human Resource Management Government lcsh:Personnel management. Employment management business.industry Process (engineering) Service delivery framework client service lcsh:HF5549-5549.5 Public relations Social constructionism Grounded theory organisational change and modernist qualitative methodology Job satisfaction Business Leadership performance grounded theory Demography Qualitative research |
| Zdroj: | South African Journal of Human Resource Management, Vol 5, Iss 3, Pp 38-47 (2007) |
| ISSN: | 2071-078X 1683-7584 |
| DOI: | 10.4102/sajhrm.v5i3.150 |
| Popis: | The social construction of frontline employees’ client service plays a major role in organisational success. This study illuminated why frontline personnel are reluctant to accept organisational change which is in line with new policing philosophies. Applying modernist qualitative methodology, and particularly grounded theory within a case study design a ‘process satisfaction model’ was developed with the aim to improve employee satisfaction with internal processes and ultimately service delivery. This model may be used for change in the South African Police Service SAPS) and other government departments. |
| Databáze: | OpenAIRE |
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