This doctoral research explores the implications for the employment relationship of the intersection between employment relations and customer relations. The context for the research is Australian higher education - specifically those university workplaces which are strongly market focused and where resourcing is inadequate to meet customer expectations. Traditionally, serving one's customer has meant providing goods or services (as requested by the customer) and doing so with courtesy (as defined by social custom). The customer was clearly outside the traditional employment relationship between employer and employee, although a focus of its output. However, in the context of post-Fordist production systems and post-modern values including the rise of consumption, there has occurred an intersection of product and labour markets which has led to changes to the employment relationship and the labour process. The thesis answers the questions: In higher education, does the student-as-customer have significant influence on the organisation of work? If so, does this constitute a reconfigured model of the employment relationship? The rationale for re-examining the employment relationship in the context of changing consumption patterns lies in the search for more extensive explanations of factors which influence the labour process with the suggestion that consumption is of increasing relevance for industrial relations theory and practice (see for example Heery 1993; Frenkel, Korczynski, Shire and Tam 1999a). The growth of a culture of consumption and changing consumption patterns are symptomatic of change which is central to the Australian economy as a whole and to higher education in particular (Usher, Bryant and Johnson 1997; Scott 1995a). In this context the doctoral research explores the social relations involved in the process of Australian higher education as a service encounter. It examines the implications for the organisation of work in particular, and the traditional bipartite employment relationship in general (between employer and employee although it is noted that the state has a peripheral role), of the student's newly constructed status of customer. The research focus is on flexible delivery which is seen as a key strategic response by higher education institutions to meet their perceptions of their customers' needs and wants. Flexible delivery is a pedagogy, a marketing tool and a form of work organisation and is a fertile domain within which to seek the intersection of employment relations and customer relations. In keeping with the labour process ethnographic tradition, this research employs Burawoy's (1991) methodology of Extended Case Method. This doctoral research raises critical issues related to the incongruence between current Australian national research ethics regimes and long established ethnographic methods employing participant observation. The practical consequences of the national research ethics regime for empirical research are explored in the concluding chapter. The data identifies that university managements' preoccupation with customer relations has undermined the traditional employment relationship between employing institution and academic. While the academic employee in the service encounter is engaged in the primary relationship of the bipartite employment relationship, management's incorporation of the student-customer into formal organisational processes which may lead to control over the organisation of work, potentially brings into being a tripartite employment relationship between employee/employer/customer. In such a model, customer relations is no longer merely the output of the employment relationship but a process within it, with customers acting as management's agents of control. This thesis introduces the concept of the customer as partial-employer. The thesis findings challenge the current management paradigm of customer focus as a 'win-win' situation. In Australian higher education customer focused strategies have emerged from managerial assumptions about student-customer needs and wants, specifically those of flexibility and value-for-money. The unintended consequence of these assumptions on the academic labour process has been a significant shift in the balance of power between academic educator and student at the level of the service encounter, with the subjugation of traditional academic authority to the power of the consumer in what has become a market relationship.

Temporary Work Agencies (TWAs) are an example of a trend towards flexibility in the labour market. By hiring staff from TWAs organisations can keep their staff numbers down. This however, refers to the client companies´ use or temps, and omits the intermediary, the TWA, which also needs various flexibility strategies in its activities. The main purpose of this thesis is to study the organising of TWAs supply of manpower to different clients companies, and how managers and temps experience their terms of employment, working conditions and relationships with regular employees at the client companies. Two qualitative case studies were conducted. In study one, interviews have been carried out with managers and temps in a TWA and a client company in Jämtland. In the second study, managers and temps in an international TWA in Sweden were interviewed. The results show that both managers and temps work under complex conditions and demands on flexibility. The managers shall, by flexible prioritising, satisfy demands from the TWA on profitability, demands from client companies´ for an adaptable workforce and temps need of employment and community. The results also indicate that temps have to balance between a position as stranger and outsider, and handle insecurity of the assignments duration and spatial location. They have to be able to manoeuvre between the power inequalities, stigmatisation and exclusion they encounter in working conditions and social interactions in client companies. To handle such situations the ideal temp and manager have to be able to vary between distance and nearness in spatiality and indifference and involvement in social relations.

The existing grievance literature has tended to focus on employee decisions concerning dispute action in light of Hirschman’s (1970) ‘loyalty voice exit’ (LVE) model. The present research sought to take an alternative approach by exploring the processes associated with grievances and disputes, through following a series of cases covering both employer and employee perspectives of the same dispute. The cases involved individual-level disputes where the parties were still in an ongoing employment relationship at the time that they accessed the mediation services of the government employment agency. The research process involved observing the mediation sessions and then conducting follow-up interviews with all the individuals associated with each case, including the employer and employee, along with union advocates, legal representatives, and mediators resulting in a total of 70 interviews. The findings covered a range of areas which combined to form a new model which reframed the dispute process as a series of choices, events and stages, rather than the single-choice perspective of much existing literature. The model centres upon three core constructs. The first of these is the Dispute Type, which refers to the nature or substance of the dispute, and identifies three distinct types each of which have their own dynamics and progression, with a significant predetermining effect on the course of employment disputes. The second construct, Power, concerns the relative power of the parties, with a party’s overall power comprising of individual, organisational, and external levels. The series of dispute actions were also found to be driven by power-related dynamics, and this produces a model that both builds upon and also extends, existing models of power in the negotiation literature (Lawler, 1992; Kim et al., 2005). Finally the third construct, Interaction Type, draws on Pruitt and Kim’s (2004) dual concern model, to explore the combined interaction of the strategies and tactics utilised by each side in a dispute sequence. Extending this model into employment dispute situations, the research identifies dynamics which can lead to major escalation of disputes, precluding opportunities for resolution. The research has significant implications for organisations in their management of individual-level employee disputes, as well as for parties such unions and other representatives who are reframed as agents with the potential to increase or reduce the power of parties.

Information technology has fundamentally exercised an impact on the employment relationship. Firstly, and most obviously, technology is often used as a substitute for labour. However, improvements in information technology have also served to complement labour. Thus triggered employees to strive to maintain their status not just as another commodity of production, but a vital cog in the organisation. Organisational structures changed to such an extent that employers consult their employees about introduction and implementation of new information technologies in the workplace in order to ensure a well organised introduction and structured implementation. The aim of this research is to conceptualise the influence of information technology from the literature, and to determine how new information technologies affect and are affected by the efficiency and effectiveness of task execution on the geographical distribution of work, and the distinct differences that can be observed under varying technical conditions in the characteristics of organisational structure and culture, which are cooperation, influence, communication and employment policies. A study population was• identified within an information technology environment. The study population can be defined as employees in different organisations of one information technology environment in Dubai (United Arab Emirates). A stratified random sample of 360 of the total population of 540 employees (66.67%) in the information technology environment was targeted. A response rate of 70% was achieved, of which 252 responses (99.6%) could be utilised. According to analyses of the data and results of the study the researcher was able to conclude that the need for the implementation of advanced information technology in organisations had increased, that is, if organisations wished to operate in the modem world of business, but it was revealed that little if any corrective channels or procedures accompanied such implementation to ensure effectiveness and efficiency. The researcher established that setting clear goals and objectives for the organisation would help to maintain harmonious relationships. This can be only achieved if the parties to the employment relation understand their stand and role concerning new information technologies. The research consists of the following chapters: Chapter 1: Introduction. Chapter 2: Theories of information technology and labour relations. Chapter 3: Influence of information technology on the role players within the labour relations. Chapter 4: Empirical discussion Chapter 5: Overview, recommendations and concluding remarks. Recommendations for the future research are made. / MCom (Industrial Sociology) North-West University, Potchefstroom Campus, 2006

Information technology has fundamentally exercised an impact on the employment relationship. Firstly, and most obviously, technology is often used as a substitute for labour. However, improvements in information technology have also served to complement labour. Thus triggered employees to strive to maintain their status not just as another commodity of production, but a vital cog in the organisation. Organisational structures changed to such an extent that employers consult their employees about introduction and implementation of new information technologies in the workplace in order to ensure a well organised introduction and structured implementation. The aim of this research is to conceptualise the influence of information technology from the literature, and to determine how new information technologies affect and are affected by the efficiency and effectiveness of task execution on the geographical distribution of work, and the distinct differences that can be observed under varying technical conditions in the characteristics of organisational structure and culture, which are cooperation, influence, communication and employment policies. A study population was• identified within an information technology environment. The study population can be defined as employees in different organisations of one information technology environment in Dubai (United Arab Emirates). A stratified random sample of 360 of the total population of 540 employees (66.67%) in the information technology environment was targeted. A response rate of 70% was achieved, of which 252 responses (99.6%) could be utilised. According to analyses of the data and results of the study the researcher was able to conclude that the need for the implementation of advanced information technology in organisations had increased, that is, if organisations wished to operate in the modem world of business, but it was revealed that little if any corrective channels or procedures accompanied such implementation to ensure effectiveness and efficiency. The researcher established that setting clear goals and objectives for the organisation would help to maintain harmonious relationships. This can be only achieved if the parties to the employment relation understand their stand and role concerning new information technologies. The research consists of the following chapters: Chapter 1: Introduction. Chapter 2: Theories of information technology and labour relations. Chapter 3: Influence of information technology on the role players within the labour relations. Chapter 4: Empirical discussion Chapter 5: Overview, recommendations and concluding remarks. Recommendations for the future research are made. / MCom (Industrial Sociology) North-West University, Potchefstroom Campus, 2006

Understanding the employment relationship in the chemical industry in South Africa and organisational change within it is crucial to the understanding of the changing employment and psychological contract within this industry. This study focused on the employment- and psychological contracts, as well as employees ' work-outcomes (organisational commitment, job insecurity, job performance and intention to quit). Employees from the chemical industry were targeted and a cross-sectional survey design was used to obtain the research objectives. Descriptive statistics, factor analyses, Cronbach alpha coefficients, correlations, multiple regression analyses were used to analyse the data. In Article 1 the objectives were to investigate the reliability and validity of the measuring instruments, and to study the relationships between employment- and psychological contracts and other employment relation outcomes. The Psychological Contract Questionnaire (PCQ) and demographical questionnaire were administered. Three internally consistent factors, namely Employer Obligations, Employee Obligations and Status of the Psychological Contract were extracted. Statistically significant differences were found between employee obligations and state of psychological contract. Statistically significant relationships were also found between employee obligations and violation of psychological contract. In Article 2 the objective was to determine the relationship between employer obligations, employee obligations, and the state of psychological contract, violations of psychological contract and various demographical characteristics of employees in the chemical industry. The PSYCONES were administered. Practically significant relationships with a large effect were found between employer obligations, state of psychological contract and violation of psychological contract. Gender and age were statistically significantly related to experiences of the psychological contract. In Article 3 the aim was to assess the relationship between employer obligations, employee obligations, the state of the psychological contract, violations of the psychological contract, work-outcomes and the demographic of employees. The PSYCONES were used as measuring instruments. A practically significant relationship was found between the state of psychological contract, violation thereof (a large effect), job insecurity (a medium effect) and organisational commitment (a medium effect). Regression analyses showed that psychological contract violation predicted organisational commitment. A negative relationship was found between the violation of the psychological contract, as associated with the state of the psychological contract, and intention to quit. Theoretically, it was expected that job insecurity would have a negative impact on organisational commitment, but the results showed that a statistically and practically significant positive relationship exists between job insecurity and organisational commitment. Only the type of contract and qualifications of employees resulted in a statistically increase in the prediction of variance in job insecurity. Demographical characteristics (age, gender, tenure, supervision, qualifications, and type of contract) did not contribute to oganisational commitment. / Thesis (Ph.D. (Industrial Sociology))--North-West University, Vaal Triangle Campus, 2010.

Understanding the employment relationship in the chemical industry in South Africa and organisational change within it is crucial to the understanding of the changing employment and psychological contract within this industry. This study focused on the employment- and psychological contracts, as well as employees ' work-outcomes (organisational commitment, job insecurity, job performance and intention to quit). Employees from the chemical industry were targeted and a cross-sectional survey design was used to obtain the research objectives. Descriptive statistics, factor analyses, Cronbach alpha coefficients, correlations, multiple regression analyses were used to analyse the data. In Article 1 the objectives were to investigate the reliability and validity of the measuring instruments, and to study the relationships between employment- and psychological contracts and other employment relation outcomes. The Psychological Contract Questionnaire (PCQ) and demographical questionnaire were administered. Three internally consistent factors, namely Employer Obligations, Employee Obligations and Status of the Psychological Contract were extracted. Statistically significant differences were found between employee obligations and state of psychological contract. Statistically significant relationships were also found between employee obligations and violation of psychological contract. In Article 2 the objective was to determine the relationship between employer obligations, employee obligations, and the state of psychological contract, violations of psychological contract and various demographical characteristics of employees in the chemical industry. The PSYCONES were administered. Practically significant relationships with a large effect were found between employer obligations, state of psychological contract and violation of psychological contract. Gender and age were statistically significantly related to experiences of the psychological contract. In Article 3 the aim was to assess the relationship between employer obligations, employee obligations, the state of the psychological contract, violations of the psychological contract, work-outcomes and the demographic of employees. The PSYCONES were used as measuring instruments. A practically significant relationship was found between the state of psychological contract, violation thereof (a large effect), job insecurity (a medium effect) and organisational commitment (a medium effect). Regression analyses showed that psychological contract violation predicted organisational commitment. A negative relationship was found between the violation of the psychological contract, as associated with the state of the psychological contract, and intention to quit. Theoretically, it was expected that job insecurity would have a negative impact on organisational commitment, but the results showed that a statistically and practically significant positive relationship exists between job insecurity and organisational commitment. Only the type of contract and qualifications of employees resulted in a statistically increase in the prediction of variance in job insecurity. Demographical characteristics (age, gender, tenure, supervision, qualifications, and type of contract) did not contribute to oganisational commitment. / Thesis (Ph.D. (Industrial Sociology))--North-West University, Vaal Triangle Campus, 2010.

Despite the decline of collective bargaining and trade union membership in the British private sector over the past thirty years, and much academic discussion of 'marketisation' in the public sector, national collective bargaining in English local government has remained remarkably robust - as demonstrated by the Workplace Employment Relations Surveys (Millward et al. 2000). Most academic research on employment relations in the public sector has focused on 'change'. In this study I wish to examine the roots of 'continuity' and a surprising institutional survival. After three decades of reform, national collective bargaining still remains central to the local government employment relations architecture, and contrary to the 'hollowing out' thesis, national agreements are still the bulwark upon which both national and local government (and the related actors: trade unions, management, politicians) rely upon to engage in the process of joint regulation in the workplace. The study has three main objectives: Firstly, to explore why the institutional actors support or do not support the national collective bargining framework in English local government. Secondly, the extent to which national collective bargaining is supported and promoted applying an institutional theory analytical framework. Thirdly, what institutional processes explain the resilience of national collective bargaining in English local government? A sectoral study is used to explore the political dynamics that underlie the survival of national collective bargaining in English local government. This follows a 'firm in sector' methodology (Smith et al., 1990), in which a benchmark authority is compared and contrasted with eight other local authorities. The authorities were chosen by taking account of factors such as size (employing more than 2000 workers); type (metroplitan (7)) and shire (2); geography (north (2), midlands (4), south west (1) and south east (2)); and status (are they part of the national collective bargaining framework or outside of it.) The 'firm in sector' methodology allows for the examination of issues at an organisational level, building on the Workplace Employment Relations Surveys, which have focused more at a macro level. The study will drill down in detail within the benchmark authority; however, the study is nevertheless dependent on understanding the wider sectoral landscape in which the benchmark authority is located and therefore considers how its experiences compare with local authorities who chose to belong or not belong to the national collective bargaining framework. The thesis makes three contibutions. Firstly, it raises the issue of continuity within English local government employment relations and why national collective bargaining has continued to survive and remain relevant. Secondly, it considers what makes English local government different from other parts of the public sector, and what we can learn from this difference. Thirdly, it highlights the value of a new institutional perspective, as a tool for employment relations analysis.

This research contributes to an understanding of Japanese Foreign Investment (JFDI) in Poland, by using a Variety of Capitalism approach and drawing on literature from employment relations. It examines firstly, the extent to which Japanese production and managerial institutions and practices can be transplanted to different economic and cultural environments; and secondly, the character of workers' response towards these practices, in the context of JFDI in Poland. It draws on primary data drawn from interviews conducted with the managers and workers in five firms in a Japanese electronics manufacturing cluster in Toruń, Northern Poland, as well as the policy makers, researchers and journalists on a regional level. First, the transfer of Japanese management 'style' is considered in terms of recruitment, training practices, issues of monitoring and discipline and quality assurance policies. This study reveals that the transfer of Japanese typical practices is of minor importance to Japanese corporations based in Poland, and the character of these practices in the Polish workplace is peripheral. However, the subordination of labour is brought by the precarisation of employment, rather than the implementation of Japanese quality policies. Second, the focus of the research is on the response of workers and finds that they did not remain passive actors in this process and resisted the adapted form of Japanisation in Poland. Although the role of formal trade unions was limited, the data pointed to other forms of resistance, both conventional and novel, from sabotage, absenteeism, humour to insubordination and the use of blogging sites. In the context of the researched labour process, the empirical findings point to markers of collectivism in all forms of worker resistance and hence identified that the collective worker not only has not disappeared from both the labour process debate and the workplace itself, but, even if not evidently, is present through the resistance to management practices and control.

This study seeks to generate a model that will give rise to improved working relations between the management of the Eastern Cape Provincial Legislature and NEHAWU. In the community of the Eastern Cape Provincial Legislature there are perceptions that management and NEHAWU do not trust each other. Based on the above, the main aim of the study therefore is to investigate the truth or falsehood of the perceptions mentioned above and to generate a model. As Punch (1993:37) explains, the researcher provides the hypothesis which is the predicted answer to the research question or problem identified in the study. The formulated hypothesis in this study is that “the application of a model to improve working relations will result in improved working relations between management of the Eastern Cape Provincial Legislature and NEHAWU”. Findings revealed in the answers received from respondents prove the accuracy of the hypothesis. The methodological framework used in this investigation is the qualitative research. Winberg (1997:411) states that in using the qualitative research approach, the researcher looks at people within a specific context. An appropriate research design selected for this research project is the empirical study that utilises the primary data sourced through a survey. A v survey has been conducted targeting different respondents in the legislature community. Findings reveal that in order to improve working relations an enabling environment in the ECPL should be created. Effective and user friendly systems and standard operating procedures should be put in place. Findings also reveal that interaction between management and the union takes place mainly around bargaining issues. Managament and NEHAWU do not trust each other and as a result of that relations are poor. Again, findings reveal a strong support by management and NEHAWU for the development of a “model to improve relations between management of the Eastern Cape Provincial Legislature and NEHAWU”. After analysing and interpreting the findings, the study recommends a model that will help improve working relations between management and NEHAWU. The proposed integrated model deals with institutional strategy that is informed by national policies and legislations, structure (inclusive of MPLs, management and the labour union), systems and standard operating procedures and cultural re-invigoration. Central to this model is an effort to build a team with a common purpose. The model recognises the importance of inter-relation and inter-dependency of its various elements in order to build a successful organization and to cultivate good corporate governance.