Samantha Evans

Juggling on the line: Front line managers and their management of human resources in the retail industry

Purpose – The purpose of this paper is to examine the interplay between the role of front line managers (FLMs) and their contribution to the reported gap between intended and actual human resource management (HRM). Design/methodology/approach – The findings draw on case study research using 51 semi-structured interviews with managers across two UK retail organisations between 2012 and 2013. Findings – This paper argues that FLMs are key agents in people management and play a critical role in the gap between intended and actual employee relations (ER) and HRM. The research found that these managers held a high level of responsibility for people management, but experienced a lack of institutional support, monitoring or incentives to implement according to central policy. This provided an opportunity for them to modify or resist intended policy and the tensions inherent in their role were a critical factor in this manipulation of their people management responsibilities. Research limitations/implications – T...

Agency theory and performance appraisal: How bad theory damages learning and contributes to bad management practice

Performance appraisal interviews remain central to how employees are scrutinised, rewarded and sometimes penalised by managers. But they are also often castigated as ineffective, or even harmful, to both individuals and organisations. Exploring this paradox, we highlight the influence of agency theory on the (mal)practice of performance appraisal. The performative nature of human resource management increasingly reflects an economic approach within which its practices are aligned with agency theory. Such theory assumes that actors are motivated mainly or only by economic self-interest. Close surveillance is required to eliminate the risk of shirking and other deviant behaviours. It is a pessimistic mind-set about people that undermines the supportive, co-operative and developmental rhetoric with which appraisal interviews are usually accompanied. Consequently, managers often practice appraisal interviews while holding onto two contradictory mind-sets, a state of Orwellian Doublethink that damages individual learning and organisational performance. We encourage researchers to adopt a more radical critique of appraisal practices that foregrounds issues of power, control and conflicted interests between actors beyond the analyses offered to date.

HRM and front line managers: the influence of role stress

Abstract With front line managers (FLMs) being critical in the delivery of human resource management (HRM) we would benefit from a better understanding of how and why these managers execute their human resources (HR) responsibilities in the way that they do. Without such knowledge we cannot fully identify the factors that contribute to the known gap between intended and implemented HRM and mediate the relationship between HRM and organizational performance. Yet FLMs have been largely overlooked in many studies of line management-HRM with very few employing a role-theoretic framework. To address this, interviews were conducted with FLMs in the retail industry to examine the relationship between their work role stressors and their implementation of HRM. FLMs were found to experience role overload, role conflict and role ambiguity, and in accordance with process role theory, engaged in role-making as a response. This resulted in FLMs deviating from intended HRM whereby role overload and conflict often brought about a renegotiation of the more intangible or costly HR policies, whereas role ambiguity undermined their ability to consistently and confidently implement HRM. The paper concludes by arguing that FLMs and their experiences of role stress are critical to our understanding of the gap between intended and implemented HRM.

What are the consequences of a managerial approach to union renewal for union behaviour? A case study of USDAW

Purpose The purpose of this paper is to explore the consequences of a managerial approach to renewal for a union’s behaviour by analysing the UK’s fourth largest trade union – The Union of Shop, Distributive and Allied Workers (USDAW). Design/methodology/approach The findings draw on in-depth semi-structured interviews with union officials. Findings The research findings show the significance of a managerialist approach to UDSAW’s renewal strategy and its correlation with existing renewal strategies of organising and partnership. However, this approach was not immune to context, with tensions between agency and articulation challenging the basic concept of managerialism and influencing union behaviour. Research limitations/implications The data were collected from a single case with a small sample size. Practical implications The authors’ findings suggest that tensions between bureaucracy and democracy will mediate the extent to which managerialist approaches can be used within unions adding support to the strategic choice theory and underlying arguments that unions can influence their fortune. However, institutional and external pressures could see managerialism becoming more prevalent, with oligarchic and bureaucratic forces prevailing, which could be particularly applicable to unions operating in challenging contexts, such as USDAW. The managerialisation of unions has consequences for union officers; with officers facing increasing pressure in their roles to behave as managers with attendant implications for role conflict, identity and motivation. Social implications If managerialism is becoming more prevalent with unions, with oligarchic and bureaucratic forces prevailing, this has potentially wider societal implications, whereby collectivism and worker-led democracy could become scarcer within unions and the workplace, thus irretrievably altering the nature of the employment relationship. Originality/value This paper brings together disparate themes in the literature to propose a conceptual framework of three key elements of managerialism: centralised strategies; performance management and the managerialisation of union roles. The authors’ findings demonstrate how there is scope for unions to adopt a hybrid approach to renewal, and to draw upon their internal resources, processes and techniques to implement change, including behavioural change. Consequently, theories and empirical studies of union renewal need to better reflect the complexities of approaches that unions are now adopting and further explore these models within the agency and articulation principles that underpin the nature of unions.