The adoption of innovative work practices in service establishments

International Journal of Human Resource Management

Volumn 11, Issue 3, 2000, Pages 477-496

  Hunter, Larry W ^a  

^a UNIVERSITY OF PENNSYLVANIA   (United States)

Author keywords

Flextime; High involvement work practices; Human resource management; Innovative work practices; Job rotation; Job sharing; Service management; Teams; Total quality

Indexed keywords

EID: 0344389423     PISSN: 09585192     EISSN: None     Source Type: Journal    
DOI: 10.1080/095851900339729     Document Type: Article

References (44)

1. Appelbaum, E. and Batt, R. (1994) The New American Workplace: Transforming Work Systems in the United States. Ithaca, NY: Cornell ILR Press.
2. Arthur, J.B. (1992) 'The Link between Business Strategy and Industrial Relations Systems in American Steel Minimills', Industrial and Labor Relations Review, 45: 488-506.
3. Arthur, J.B. (1994) 'Effects of Human Resource Systems on Manufacturing Performance and Turnover', Academy of Management Journal, 37(3): 670-87.
4. Baker, T. (1999) Doing Well by Doing Good. Washington, DC: Economic Policy Institute.
5. Batt, R. (1999) 'Work Organization, Technology, and Performance in Customer Service and Sales', Industrial & Labor Relations Review, 52(4): 539-64.
6. Batt, R. (2000) 'Strategic Segmentation in Front-line Services', The International Journal of Human Resource Management 11(3).
7. Becker, B. and Gerhart, B. (1996) 'Special Research Forum: Human Resource Management and Organizational Performance', Academy of Management Journal, 39(4): 777-985.
8. Bowen, D.E. (1994) 'Service Breakthroughs: Changing the Rules of the Game', Human Resource Management, 33(1): 169-72.
9. Bowen, D.E. and Lawler, E.E. III (1992) 'The Empowerment of Service Workers: What, Why, How, and When?', Sloan Management Review, 33(3): 31-9.
10. Bowen, D.E. and Lawler, E.E. III (1995) 'Empowering Service Employees', Sloan Management Review, 36(4): 73-84.
11. Bowen, D.E. and Schneider, B. (1988) 'Services Marketing and Management: Implications for Organizational Behavior'. In Staw, B.M. and Cummings, L.L. (eds) Research in Organizational Behavior Vol. 10. Greenwich, CT: JAI Press, pp. 43-80.
12. Cappelli, P. and Neumark, D. (1999) 'Do High Performance Work Practices Improve Establishment Outcomes?', Working Paper No. 7374. National Bureau of Economic Research.
13. DiMaggio, P.J., and Powell, W.W. (1983) 'The Iron Cage Revisited: Institutional Isomorphism and Collective Rationality in Organizational Fields', American Sociological Review, 48(2): 147-60.
14. Hardy, M.A. (1993) Regression with Dummy Variables, Sage University Paper series on Quantitative Applications in the Social Sciences, 07-093. Newbury Park, CA: Sage.
15. Harker, P.T. (ed.) (1995) The Service Productivity and Quality Challenge. Boston, MA: Kluwer Academic Publishers.
16. Hunter, L.W. (2000) 'What Determines Job Quality in Nursing Homes?', Industrial and Labor Relations Review, 53(3).
17. Ichniowski, C., Kochan, T.A., Levine, D., Olson, C. and Strauss, G. (1996) 'What Works at Work: Overview and Assessment', Industrial Relations, 35(3): 299-333.
18. Ichniowski, C., Shaw, K. and Prennushi, G. (1997) 'The Effects of Human Resource Management Practices on Productivity: A Study of Steel Finishing Lines', American Economic Review, 87(3): 291-313.
19. Kalleberg, A.L., Knoke, D., Marsden, P.V. and Spaeth, J.L. (1996) Organizations in America: Analyzing their Structures and Human Resource Practices. Thousand Oaks, CA: Sage.
20. Keltner, Brent and Finegold, D. (1996) 'Adding Value in Banking: Human Resource Innovations for Service Firms', Sloan Management Review, 38(1): 57-68.
21. Kochan, T.A. (1995) 'Using the Dunlop Report to Achieve Mutual Gains', Industrial Relations, 34(3): 350-66.
22. Kochan, T.A. and Osterman, P. (1994) The Mutual Gains Enterprise. Boston, MA: Harvard Business School Press.
23. Lawler, E.E. (1986) High Involvement Management: Participative Strategies for Improving Organizational Performance. San Francisco: Jossey-Bass.
24. Lawler, E.E. III, Mohrman, S.A. and Ledford, Jr, G.E. (1992) Employee Involvement and Total Quality Management: Practices and Results in Fortune 1000 Companies. San Francisco: Jossey-Bass.
25. Lawler, E.E. III, Mohrman, S.A. and Ledford, Jr, G.E. (1995) Creating High Performance Organizations: Practices and Results of Employee Involvement and Total Quality Management in Fortune 1000 Companies. San Francisco: Jossey-Bass.
26. Levitt, T. (1972) 'Production Line Approach to Services', Harvard Business Review, 50(5): 41-50.
27. Levitt, T. (1976) 'The Industrialization of Services', Harvard Business Review, 54(5): 63-74.
28. Little, R.J.A. and Rubin, D.B. (1987) Statistical Analysis with Missing Data. New York: Wiley.
29. Lovelock, C.H. (1988) Managing Services: Marketing, Operations, and Human Resources. Englewood Cliffs, NJ: Prentice Hall.
30. MacDuffie, J.P. (1995) 'Human Resource Bundles and Manufacturing Performance: Organizational Logic and Flexible Production Systems in the World Auto Industry', Industrial and Labor Relations Review, 48: 197-221.
31. Monthly Labor Review. (1998) 'Current Labor Statistics: Labor Force Data', 121(6).
32. Osterman, P. (1994) 'How Common is Workplace Transformation and Who Adopts It?', Industrial and Labor Relations Review, 47: 173-88.
33. Osterman, P. (1995) 'Work/Family Programs and the Employment Relationship', Administrative Science Quarterly, 40(4): 681-700.
34. Pfeffer, J. (1994) Competitive Advantage through People. Boston, MA: Harvard Business School Press.
35. Pfeffer, J., and Cohen, Y. (1984) 'Determinants of Internal Labor Markets in Organizations', Administrative Science Quarterly, 29(4): 550-72.
36. Piore, M.J. and Sabel, C.F. (1984) The Second Industrial Divide: Possibilities for Prosperity. New York: Basic Books.
37. Porter, M.E. (1980) Competitive Strategy: Techniques for Analyzing Industries and Competitors. New York: The Free Press.
38. Rubinstein, S., Bennett, M. and Kochan, T. (1993) 'The Saturn Partnership: Co-Management and the Reinvention of the Local Union'. in Kaufman, B.E. and Kleiner, M.M. (eds) Employee Representation: Alternatives and Future Directions, Industrial Relations Research Association Series. Madison, WI: Industrial Relations Research Association, pp. 338-70.
39. Schlesinger, L. and Heskett, J. (1991) 'Breaking the Cycle of Failure in Services', Sloan Management Review, 32(Spring): 17-28.
40. Snell, S.A. and Dean, Jr, J.W. (1992) 'Integrated Manufacturing and Human Resource Management: A Human Capital Perspective', Academy of Management Journal, 35(3): 467-504.
41. Tolbert, P.S. and Zucker, L.G. (1983) 'Institutional Sources of Change in the Formal Structure of Organizations: The Diffusion of Civil Service Reform, 1880-1935', Administrative Science Quarterly, 28(1): 22-39.
42. Wood, S. (1999) 'Getting the Measure of the Transformed High-performance Organization', British Journal of Industrial Relations, 37(3): 391-417.
43. Youndt, M.A., Snell, S.A., Dean, Jr, J.W. and Lepak, D.P. (1996) 'Human Resource Management, Manufacturing Strategy, and Firm Performance', Academy of Management Journal, 39(4): 836-66.
44. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990) Delivering Quality Service: Balancing Customer Perceptions and Expectations, New York: The Free Press.