High Performance Work Systems and Employee Experience of Work in the Service Sector: The Case of Aged Care

Bill Harley, Belinda C. Allen and Leisa D. Sargent

British Journal of Industrial Relations, 2007, vol. 45, issue 3, pages 607-633

Abstract: In spite of the growing body of research on high performance work systems (HPWS), there is little evidence on their application in the service sector. It is commonly argued, however, that occupational segmentation in services is a barrier to HPWS. Analysis of data from aged-care workers indicates that: HPWS have positive outcomes for workers; highly skilled nurses are no more likely than lowly skilled personal care workers to be subject to HPWS; and in some cases, HPWS are associated with more positive outcomes for low-skilled than high-skilled workers. These findings suggest that HPWS may well be widely applicable in service settings. Copyright Blackwell Publishing Ltd/London School of Economics 2007.

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