Frontline managers' expectations of the HR function

Dag Øivind Madsen, Andreas Thon and Kåre Slåtten

International Journal of Process Management and Benchmarking, 2026, vol. 23, issue 3, 362-376

Abstract: The decentralisation of HR responsibilities, known as HR devolution, has shifted many HR tasks from HR departments to line managers. This study explores frontline managers' expectations of the HR function within a large public organisation undergoing HR transformation. Through 22 in-depth interviews with frontline managers, the study investigates their preferences for HR support and how it should be organised for effectiveness. Findings reveal a strong need for operational HR support, challenges with digital solutions, and the importance of trustful relationships with HR personnel. The study underscores the complexity of aligning HR services with the expectations of various stakeholders.

Keywords: frontline managers; HR devolution; HR implementation; HR transformation. (search for similar items in EconPapers)
Date: 2026
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