Human Resource Management in the Service Sector Introduction

Human Resource Management in the Service Sector Introduction to the course Juani Swart and Nick Kinnie

Overview Course examines the HRM challenges in the knowledgeintensive service sector 1. Introduction: characteristics of the service sector and identifying the knowledge-intensive section of this sector (1 week) 2. Develop theoretical frameworks and perspectives for analysing the HR challenges (2 weeks) 3. Investigation of HR challenges in four types of organisations in this sector: call centres, management consulting, law and creative (8 weeks) Summary and review (second half of final week)

HRM Call challenges centres theory Theory Management Law consultancies Firms: theory Theory and case Creative Firms: Theory and case Managing Call knowledge centres workers Case Management Law consultancies Firms: theory Case and case Creative Firms: Theory and case Summary and revision Characteristics of the service sector Course design

Literature focus for the course HRM & knowledgeintensive services Services sector Professional Services

Method and style • Assumes basic knowledge from a level 2 HR or ER course • Theory – drawing on previous and contemporary research • Data – referring to a research based case dealing with a key HR issue • Analysis – using theory and frameworks to discuss the key HR challenges • Teaching style: mix of lectures, cases and discussion – examples are encouraged • Reading: no set text – mix of articles and chapters

Assessment • Individual assignment – 3, 000 on a choice of set topics (one page plans accepted for feedback) • Examination – traditional 2 hour exam in January

Where does this course fit in? OB Sociology HRM 1 ER HRM 2 Pay and Rewards SHRM OCD TLD HRM in the Service Sector Law Leadership