Northampton Electronic Collection of Theses and Research

Using the HR intranet: an exploratory analysis of its impact on managerial satisfaction with the HR function

Alleyne, C., Kakabadse, A. P. and Kakabadse, N. K. (2007) Using the HR intranet: an exploratory analysis of its impact on managerial satisfaction with the HR function. Personnel Review. 36(2), pp. 295-310. 0048-3486.

Item Type: Article
Abstract: Purpose – The purpose of this paper is to explore the impact of the use of the human resources (HR) intranet at managerial levels in terms of internal customer satisfaction with the HR function. Design/methodology/approach – Using role theory to underpin the research, this study examines both the changing role of managers as well as managers' expectations of the HR function as an internal service provider and HR's use of intranet applications to provide these services. The current literature encompassing ICT, marketing and HR is reviewed and used as a guide for the design of the single case pilot study. Findings – Overall, the results indicate that managers who perceive their expectations as being met, express satisfaction with the HR intranet and record increased satisfaction with the HR function. However, differences of perceptions emerge concerning this satisfaction between HR managers (i.e. suppliers) and other managers (i.e. customers). The findings also indicate that the effectiveness of communication concerning information about new technology (including that of training, marketing, user involvement and feedback) influences managers' perceptions of satisfaction with both the HR intranet and the HR function. Research limitations/implications – These findings suggest that the intranet can play a powerful part in helping HR to build a closer and more satisfactory relationship with its customers in order to achieve mutual organisational benefit. However, this preliminary study also emphasises the need for further research on the impact and effectiveness of the HR intranet. Originality/value – This paper begins the process of filling a substantial gap in the literature and provides a framework from which further research can be continued.
Uncontrolled Keywords: Customer satisfaction, Human resource management, Internet, Intranets, Job satisfaction, Probability theory
Subjects: H Social Sciences > HF Commerce > HF5549 Personnel management. Employment management
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > HD30.385 Intranets
Creators: Alleyne, C, Kakabadse, Andrew P and Kakabadse, Nada K
Publisher: Emerald
Faculties, Divisions and Institutes: University Faculties, Divisions and Research Centres - OLD > Faculty of Business & Law > Business and International Management (to 2010)
Faculties > Faculty of Business & Law > International Strategy & Business
Date: 2007
Date Type: Publication
Page Range: pp. 295-310
Journal or Publication Title: Personnel Review
Volume: 36
Number: 2
Language: English
ISSN: 0048-3486
Status: Published / Disseminated
Refereed: Yes

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