Skip to main content
SpringerLink
Log in

Human Resource Management (HRM)

  • Chapter
Retailing

Abstract

Human resources (HR) relate to the organisation’s strategy through their ability to create competitive advantage. For many organisations this can be achieved through the use of different skills, the adaptability of the resource base, or the combined innovativeness of the workforce (Johnson and Scholes, 1999). A fundamental issue for retailers, within a people-oriented industry, is the management of customer relationships. The ways in which employees relate to customers create loyalty and retention to the retailer over the longer term (Walters and Hanrahan, 2000). Service standards should be aligned to the retail customer’s needs and, more strategically still, may encompass internal customers as well.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  • Adair, J. (1982) Action Centred Leadership (Aldershot: Gower).

    Google Scholar 

  • Armstrong, A. and Baron, M. (1998) Performance Management, The New Realities (London: IPD).

    Google Scholar 

  • Barber, L., Hayday, S. and Bevan, S. (1999) ‘From People to Profits’, Institute of Employment Studies Report 355, University of Sussex.

    Google Scholar 

  • Bedeian, A.G. (1984) Organizations: Theory and Analysis (New York: The Dryden Press).

    Google Scholar 

  • Bennis, W. and Biederman, P. (1992) Organizing Genius: The Secrets of Creative Collaboration (Reading, Mass.: Addison-Wesley).

    Google Scholar 

  • Brown, A. (1995) Organisational Culture (London: Pitman).

    Google Scholar 

  • Callender, C. and Metcalf, H. (1997) ‘Women and Training’, Research Report No 35 (London: DfEE).

    Google Scholar 

  • Cappelli, P. and Crocker-Hefter, A. (1996) ‘Distinctive Human Resources are Firms’ Core Competencies’, Organizational Dynamics, Winter pp. 7–23.

    Google Scholar 

  • Carrington, L. (1999) ‘Motivation Secured’, Human Resources, July/August, pp. 13–14.

    Google Scholar 

  • Child, J. (1984) Organisation: A Guide To Problems and Practice (New York: Harper & Row).

    Book  Google Scholar 

  • Davidson, W.R., Sweeney, D.J. and Stampfel, R.W. (1988) Retailing Management, 6th edn (New York: John Wiley).

    Google Scholar 

  • Dench, S., Perryman, S. and Kodz, J. (1997) ‘Trading Skills for Sales Assistants’, Institute of Employment Studies Report 323, University of Sussex.

    Google Scholar 

  • DNTO (2001) Labour Market and Skills Issues in the Distributive Industry: A Skills Foresight Report (Harpenden: Distributive National Training Organisation).

    Google Scholar 

  • Drennan, D. (1992) Transforming Company Culture (Maidenhead: McGraw Hill).

    Google Scholar 

  • Edwards, R., Raggatt, P., Harrison, R., McCollum, A. and Calder, J. (1998) ‘Recent Thinking in Lifelong Learning: A Review of the Literature’, Report no. 80 (London: Department for Education and Employment Research).

    Google Scholar 

  • Freathy, P. (1993) ‘Developments in the Superstore Labour Market’, Service Industries Journal, vol. 13, no. 1, pp. 65–79.

    Article  Google Scholar 

  • Freathy, P. (1997) ‘Employment Theory and The Wheel of Retailing: Segmenting the Circle’, Service Industries Journal, vol. 17, no. 3, pp. 413–31.

    Article  Google Scholar 

  • Goddard, J. (1997) ‘The Architecture of Core Competence’, Business Strategy Review (UK), Spring, vol. 8, no. 1, pp. 43–53.

    Article  Google Scholar 

  • Goffee, R. and Scase, R. (1995) Corporate Realities: The Dynamics of Large and Small Organisations (London: Routledge).

    Google Scholar 

  • Goleman, D. (1996) Emotional Intelligence (London: Bloomsbury).

    Google Scholar 

  • Harris, L.C. and Ogbonna, E. (1998) ‘A Three Perspective Approach to Understanding Culture in Retail’, Personnel Review, vol. 27, no. 2, pp. 104–24.

    Article  Google Scholar 

  • Hart, C., Harrington, A., Arnold, J. and Loan-Clarke, J. (1997) ‘Retailer and Student Perceptions of Competence Development’, International Journal of Retail and Distribution Management, vol. 27, no. 9, pp. 362–73.

    Article  Google Scholar 

  • Hillage, J., Atkinson, J., Kersley, B. and Bates, P. (1998) ‘Employers’ Training of Young People’, Research Report 76, August (London: DfEE).

    Google Scholar 

  • Hope-Hailey, V., Gratton, L., McGovern, P., Stiles, P. and Truss, C. (1997) ‘A Chameleon Function? HRM in the 90s’, Human Resource Management Journal, vol. 7, no. 3, pp. 5–19.

    Article  Google Scholar 

  • Huws, U., Jagger, N. and O’Regan, S. (1999) ‘Teleworking and Globalisation’, Institute of Employment Studies Report 358, University of Sussex.

    Google Scholar 

  • Jackson, C., Arnold, J., Nicholson, N. and Watts, A.G. (1996) ‘Managing Careers in 2000 and Beyond’, Institute of Employment Studies Report 305, University of Sussex.

    Google Scholar 

  • Jessop, G. (1991) Outcomes — NVQ and the Emerging Model of Education and Training (Brighton: Falmer Press).

    Google Scholar 

  • Johnson, G. and Scholes, K. (1999) Exploring Corporate Strategy, 5th edn (Hemel Hempstead: Prentice Hall Europe).

    Google Scholar 

  • Kaplan, R.S. and Norton, D.P. (1992) ‘The Balanced Scorecard-Measures that Drive Performance’, Harvard Business Review, Jan.-Feb., pp. 71–9.

    Google Scholar 

  • Kent, A. and Hawksworth, A. (2000) The Role of Computer Based Training in the Retail Industry Paper presented at the EAERCD Conference on Retail Innovation, ESADE Barcelona.

    Google Scholar 

  • Kettley, P. (1995) ‘Is Flatter Better? Delayering the Management Hierarchy’, Institute of Employment Studies Report 290, University of Sussex.

    Google Scholar 

  • Kirkpatrick, D.L. (1982) How to Improve Performance Through Appraisal and Coaching (New York: Amacom Book Division).

    Google Scholar 

  • Knez, M.J. (1999) ‘Trade offs in Organisational Design’, Mastering Strategy 8, November 15, Financial Times.

    Google Scholar 

  • Kodz, J., Kersley, B. and Bates, P. (1999) The Fifties Revival, Institute of Employment Studies Report 359, University of Sussex.

    Google Scholar 

  • Kodz, J., Dench, S., Pollard, E. and Evans, C. (1998) ‘Developing the Key Skills of Young People’, Institute of Employment Studies Report 350, University of Sussex.

    Google Scholar 

  • LSFU (2000) Skills for Tomorrow’s High Street, London Skills Forecasting Unit. The London TEC.

    Google Scholar 

  • Lussier, R.N. (1999) Human Relations in Organisations, Applications and Skill Building, 4th edn (Maidenhead: McGraw Hill).

    Google Scholar 

  • Mabey, C., Salaman, G. and Storey, J., 2nd edn. (1998) Human Resource Management: A Strategic Introduction (Blackwell: Oxford).

    Google Scholar 

  • Marchington, M. and Wilkinson, A. (1996) Core Personnel and Development (London: Institute of Personnel and Development).

    Google Scholar 

  • Miller, D., Jackson, P., Thrift, N., Holbrook, B. and Rowlands, M. (1998) Shopping Place and Identity (London: Routledge).

    Google Scholar 

  • Mintzberg, H. (1985) Structure in Fives (Englewood Cliffs, NJ: PrenticeHall).

    Google Scholar 

  • Morgan, G. (1986) Images of the Organisation (London: Sage).

    Google Scholar 

  • Ogbonna, E. and Whipp, R. (1999) ‘Strategy, Culture and HRM: Evidence from the UK Food Retailing Sector’, Human Resource Management Journal, vol. 9, no, 4, pp. 75–91.

    Article  Google Scholar 

  • Peters, T.J. and Waterman, R.H. (1982) In Search Of Excellence (New York: Harper & Row).

    Google Scholar 

  • Prickett, R. (1997) ‘Essential Toils’, People Management no. 6, pp. 43–4.

    Google Scholar 

  • Retail Week/MTI Survey (1997) Retail Employment in the UK and Trading Skills for Sales Assistants.

    Google Scholar 

  • Scase, R. (1999) Britain Towards 2010 The Changing Business Environment (London: Economic and Social Research Council).

    Google Scholar 

  • Segal Horn, S. (1987) ‘The Retail Environment in the UK’, in J. McGee (ed.), Retail Strategies (Chichester: John Wiley and Sons).

    Google Scholar 

  • Seiff, M. (1987) Don’t Ask the Price: The Memoirs of the President of Marks and Spencer (London: Weidenfeld & Nicolson).

    Google Scholar 

  • Spector, R. and McCarthy, P.D. (1995) The Nordstrom Way The Inside Story of America’s Number 1 Customer Service Company (New York: John Wiley).

    Google Scholar 

  • Storey, J. (1992) Developments in the Management of Human Resources (Oxford: Blackwell).

    Google Scholar 

  • Thomason, G.A. (1990) Textbook of Human Resource Management (London: Institute of Personnel Management).

    Google Scholar 

  • Thompson, J.L. (1993) Strategic Management: Awareness and Change, 3rd edn (London: Chapman Hall).

    Google Scholar 

  • Torrington, D. and Hall, L. (1998) Human Resource Management, 4th edn (Hemel Hempstead: Prentice Hall Europe).

    Google Scholar 

  • Walters, D.W. and Hanrahan, J. (2000) Retail Strategy: Planning and Control (Basingstoke: Macmillan).

    Google Scholar 

  • Weightman, J. (1999) Managing People (London: Institute of Personnel and Development).

    Google Scholar 

Download references

Authors
  1. Tony Kent
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Ogenyi Omar
    View author publications

    You can also search for this author in PubMed Google Scholar

Copyright information

© 2003 A. E. Kent and O. E. Omar

About this chapter

Cite this chapter

Kent, T., Omar, O. (2003). Human Resource Management (HRM). In: Retailing. Palgrave, London. https://doi.org/10.1007/978-0-230-37410-2_9

Download citation

Publish with us

Policies and ethics

Search

Navigation