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A South African Study Of Influence Of Fairness Of Human Resource Management Practices On Service Quality

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dc.contributor.author Dzansi, Lineo Winifred
dc.date.accessioned 2018-12-06T05:41:22Z
dc.date.available 2018-12-06T05:41:22Z
dc.date.issued 2016
dc.identifier.uri http://hdl.handle.net/11462/1820
dc.description Published Article en_US
dc.description.abstract This paper deals with the problem of poor service delivery in municipalities across South Africa – a problem that seems to elude a lasting solution. It assesses the extent to which perceived fairness in human resource management (HRM) practices affect service quality of selected municipalities in South Africa. Falling on organizational justice theory, it is posited that the HRM practices of municipalities could explain the poor service being delivered by municipalities in South Africa. Quantitative data collected from employees of nine randomly selected municipalities in the Free State Province was used to create indices for employee fairness perceptions of HRM practices as well as service quality as perceived by customers. From regression analysis, the results indicate that: employees perceive HRM practices as unfair; service delivery does not meet citizens’ expectations; and, statistically speaking, quality of service delivery is significantly and positively related to perceived fairness in HRM practices namely compensation (distributive); recruitment and Selection (procedural); and promotion (procedural) at the .05 and .01 levels of significance – meaning that fair HRM practices are important for quality service delivery. en_US
dc.format.extent 307 170 bytes, 1 file
dc.format.mimetype Application/PDF
dc.language.iso en_US en_US
dc.publisher The Journal of Applied Business Research en_US
dc.relation.ispartofseries Volume 32;Number 3
dc.subject Service Quality en_US
dc.subject HRM Practices en_US
dc.subject Service Delivery en_US
dc.subject Employee Fairness Perception en_US
dc.title A South African Study Of Influence Of Fairness Of Human Resource Management Practices On Service Quality en_US
dc.type Article en_US

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