Frontline police employees’ social construction of client service
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 p...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
AOSIS
2007-07-01
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| Series: | SA Journal of Human Resource Management |
| Subjects: | |
| Online Access: | https://sajhrm.co.za/index.php/sajhrm/article/view/150 |
| _version_ | 1811291837185392640 |
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| author | Karel Stanz G. J. Schwart W. J. Schurink |
| author_facet | Karel Stanz G. J. Schwart W. J. Schurink |
| author_sort | Karel Stanz |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-04-13T04:35:23Z |
| format | Article |
| id | doaj.art-bbd0d4f9aeb14a098aa93f294e63938c |
| institution | Directory Open Access Journal |
| issn | 1683-7584 2071-078X |
| language | English |
| last_indexed | 2024-04-13T04:35:23Z |
| publishDate | 2007-07-01 |
| publisher | AOSIS |
| record_format | Article |
| series | SA Journal of Human Resource Management |
| spelling | doaj.art-bbd0d4f9aeb14a098aa93f294e63938c2022-12-22T03:02:11ZengAOSISSA Journal of Human Resource Management1683-75842071-078X2007-07-0153384710.4102/sajhrm.v5i3.150121Frontline police employees’ social construction of client serviceKarel Stanz0G. J. Schwart1W. J. Schurink2University of JohannesburgUniversity of JohannesburgUniversity of JohannesburgThe 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.https://sajhrm.co.za/index.php/sajhrm/article/view/150Leadership performanceclient serviceorganisational change and modernist qualitative methodologygrounded theory |
| spellingShingle | Karel Stanz G. J. Schwart W. J. Schurink Frontline police employees’ social construction of client service SA Journal of Human Resource Management Leadership performance client service organisational change and modernist qualitative methodology grounded theory |
| title | Frontline police employees’ social construction of client service |
| title_full | Frontline police employees’ social construction of client service |
| title_fullStr | Frontline police employees’ social construction of client service |
| title_full_unstemmed | Frontline police employees’ social construction of client service |
| title_short | Frontline police employees’ social construction of client service |
| title_sort | frontline police employees social construction of client service |
| topic | Leadership performance client service organisational change and modernist qualitative methodology grounded theory |
| url | https://sajhrm.co.za/index.php/sajhrm/article/view/150 |
| work_keys_str_mv | AT karelstanz frontlinepoliceemployeessocialconstructionofclientservice AT gjschwart frontlinepoliceemployeessocialconstructionofclientservice AT wjschurink frontlinepoliceemployeessocialconstructionofclientservice |