HRM 3013
A very warm welcome to Middlesex University, Dubai Campus, the Business School; and HRM 3013
We hope this handbook will help you to find your way around this module and answers many of the questions you may have. If you would like to provide any feedback on the module handbook or on the course please do not hesitate to do so. Hopefully, we will be able to spread some of our enthusiasm for this subject onto you throughout the academic year.
We wish you a positive and fruitful start into what is probably your final year as an undergraduate student.
Yours faithfully,
The HRM3013 Module Team
Table of Contents
Welcome note to the HRM3013 module 2
Aim of Module 4
Pedagogic strategy of module 4
Attendance of Lectures and Seminars 4
Conceptual Framework for HRM 3013 5
Module Outline………………………………………………………………………………………………………………..6
Assessment Scheme 8
Journal Articles to Choose From: 8
Middlesex University 20-point assessment scale 12
Communication and Admin Issues 13
Module narrative 14
Additional reading material 15
Aim of Module
This module aims to introduce final year students, to theory and ideas around the critical study of work and organisations. We begin with ideas around emotion and work, and how often taken for granted work programmes and initiatives affect individuals and groups within the workplace. We then practice the essential skills of collaborative work, through the communication of ideas in a group setting to the rest of the class. Semester 2, takes us into more advanced ideas around the work space, visual communication and service work.
Pedagogic strategy of module
The module will be taught via workshops, which will combine a short taught component with some The module will be taught via workshops, which will combine a short taught component with some practical and applied discussion of the ideas presented. Reading will be posted online, prior to each workshop.
Learning will then be shared, through some group work in the form of presentations at the send of the first semester and then in the form of an applied essay question at the end of the second semester. There will be no examination as such, however the presentation and the essay will be assessed at 30% and 70% respectively. All components are compulsory and must be completed in order to complete the module. The presentation and essay will assess the content of the module taught in the workshops, which is why it is very important to attend the workshops.
All theory and practice taught in the workshops can and will be assessed. Presentations will be prepared in groups and given just after the winter break. Essays will be prepared in the second semester, and submitted after the teaching ends.
This module is theoretical and critical, and introduces students to ideas around the the employment relationship, and work structure and relations. There is a core textbook, however we will be learning from current peer reviewed research papers. The core textbook for the entirety of this module is Thompson, P and McHugh, D (2009) Organisations: A critical approach. 4th edition.
Module outline HRM 3013
Assessment Scheme
The assessment scheme for this module consists of two summative assessment elements (an essay (70%) and a group presentation (30%) which all will count towards your final mark. These elements are spread over the entire academic year. Marks will be given in accordance to the Middlesex University 20-point assessment scale. Both the assessments have to be passed with 40% to pass the overall module. The detailed assessment elements are:
Summative group presentation of 10 minutes (plus app. 5 minute discussion) (30%)
Please choose one Organisation of your choice
What is the nature of the organisation?
What type if serve-related work is carried out within the organisation?
What impact might this service work have on individuals in the organisation in terms of their own psychological and physical wellbeing
To be held in teaching weeks 13 to 14.
All groups need to be ready to present in week commencing on week 10.
Choose one case study organisation to present.
Presentation order will be chosen randomly
One hand-out for the tutor is required
Worth 30% of final mark
Marking criteria
The marking criteria for this summative assessment are as follows:
Summative essay of 2,500 words (70%)
There will be 2 essay questions that you will choose from. These will centre on the main theories and topics covered on the course. Essays will be completed on an individual basis with full essay structure and referencing expected. We will have sessions on essay writing and referencing in order to support students in their work. Essays will be expected to cover the main ideas and theories on the course, and to bring some original insight to the question in the form of some brief empirical research.
Some preliminary information:
To be submitted to student office by 1st May 2019 by 5pm Dubai time
To be uploaded onto MyLearning ‘Turnitin’ same day by midnight (Dubai Time
Choose only one of the following topics
Use the reading material from the workshops.
Do not put your name on coursework; student number is sufficient
Deviation from word limit is accepted at level of +/- 10%
Support will be given for the essay throughout the year.
Worth 70% of final mark
Question 1
You are the HR director of a London-based general hospital. How can you ensure that your staff are able to carry out their high pressure roles well, and at the same time protect themselves from any detriment to their emotional wellbeing?
Question 2
You are a senior manager for a low budget airline (Ryanair, Easyjet). How can ensure that your staff are able to meet the needs of your customers, without incurring any harm to themselves in terms of burn out and sickness?
All grades at the Dubai campus are provisional until moderated and confirmed by the London campus.
Middlesex University 20-point assessment scale
The overall grade is made up of a weighted average of the presentation mark andthe reportmark. To create the weighted average, each element is marked as a percentage and combined to create an overall percentage grade. This grade is then converted to the 20-point scale according to the following conversion:
Communication and Admin Issues
Office hours
Neelofer Mashood
I am available before and/or after the lecture for questions respecting the module. Alternatively, you can contact me via email (or on my office telephone number 04 3693974. If you would like to see me in person during the term, please send me an email and a meeting can be arranged:
Thank you
Neelofer Mashood
Module narrative
Module Code: HRM 3013
Module Title: The Service Encounter
Level: 3
Credit points: 30
Owning Subject: Human Resource Management
Module Leader: Dr.Aylin Kunter (London)
Module Co-ordinator: Neelofer Mashood (Dubai)
Aims
This module builds upon knowledge and skills gained about general business functions, organisational behaviour and the marketing function and explores, in more depth and on a critical basis, the interrelationship of these disciplines in the organisation of services.
Syllabus
The importance of services to the UK economy
The political economy of the service sector
Defining the service encounter: relationship marketing
People management and service work
Operations management and service work
The nature of service work and the labour process debate
Emotional labour and aesthetic labour
Contemporary issues: call centre work
Contemporary issues: reforming public service work
Performative Analysis of the Service Encounter
Organisational Behaviour influencing the Service sector
Effective communication strategies: NLP, Transactional Analysis, Non-violent communication
Learning outcomes
Knowledge
On completion of this module, the successful student will be able to:
Compare and contrast differing definitions of service work and its role in contemporary business and society
Critically evaluate marketing, operational and human resource considerations in managing service work
Critically evaluate contemporary debates relating to private services
Critically evaluate contemporary debates relating to public services
Identify different learning and personality styles
Identify political stances and power relations
Define conflict resolution strategies
Manage group dynamics and group processes
Solve people-problems creatively
Skills
This module will call for the successful student to:
Research contemporary topics and subject them to theoretical and empirical analysis
Enact, analyse and resolve dilemmas in a service work context
Develop self and others individually and in groups to manage the encounters
Motivate employees
Skilfully negotiate and handle conflict
Manage time, stress and change
Plan, organise and co-ordinate effectively
Handle service encounter knowledgeable and creatively problem-solve
Write a work-based report
Learning, Teaching and Assessment Strategy
This module will employ a variety of learning and teaching methods including formal didactic lecture to present key concepts, tutor directed student discussions to promote student awareness of the link between theory and practice, peer assessed presentations, video presentations, student research activities and guest speaker sessions. It will also involve a series of workshop sessions where students will participate in an enactment of a critical service oriented dilemma. On-line learning support will also be provided.
Assessment Weighting
Coursework: 100%
A number of different assessment elements are adopted in order to foster and strengthen student’s knowledge on various service-related concepts. All assessment elements ask students to critically evaluate scientific work and propose recommendations based on academic sources to real life issues.
A more practical assessment element further aims at developing student’s service and team working skills by analysing a service dilemma and proposing practical recommendations based on the theoretical work discussed throughout the module.
Additional reading material
This is a list of essential and additional readings you might find interesting. If one of the journal articles or books is not available from the Learning Resource Centre, please get in touch with me and I will try to order it through the university for you.
Highly Recommended reading
Thompson, P and Mchugh, D (2009) Work OrganisationsPalgrave
Additional reading
Batt, R. (2007). "Service strategies: marketing, operations, and human resource practices". In P. Boxall, J. Purcell & P. Wright (eds.) The Oxford Handbook of Human Resource Management (428-449). Oxford: Oxford University Press.
Bowen, D. E., & Lawler III, E. E. (2005). "Empowering service employees". In A. Bettley, D. Mayle& T. Tantoush (eds.) Operations management: a strategic approach (259-272). London: Sage Publications Ltd.
Eaton, S. C. (2000). Beyond 'unloving care': linking human resource management and patient care quality in nursing homes. International Journal of Human Resource Management, 11(3), 591-616.
Gilmore, A. (2003). Services marketing and management. London: Sage Publications Ltd.
Glisson, C., &Durick, M. (1988). Predictors of job satisfaction and organizational commitment in human service organizations. Administrative Science Quarterly, 33(1), 61-81.
Grönfeldt, S., &Strother, J. (2006). Service leadership: the quest for competitive advantage. Thousand Oaks, CA: Sage Publications, Inc.
Johnson, S. A., &Ashforth, B. E. (2008). Externalization of employment in a service environment: the role of organizational and customer identification. Journal of Organizational Behavior, 29, 287-309.
Korczynski, M. (2002). Human resource management in service work. Basingstoke: Palgrave Macmillan.
Leonard, J. S., Levine, D. I., & Joshi, A. (2004). Do birds of a feather shop together? The effects on performance of employees' similarity with one another and with customers. Journal of Organizational Behavior, 25, 731-754.
Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, 47, 9-20.
Lucas, R. W. (2005). Customer service: building successful skills for the twenty-first century (3rd ed.). New York, NY: McGraw-Hill Irwin.
Mills, P. K., & Morris, J. H. (1986). Clients as "partial" employees of service organizations: role development in client participation. Academy of Management Review, 11(4), 726-735.
Teboul, J. (2006). Service is front stage: positioning services for value advantage. Basingstoke: Palgrave Macmillan.
Wilson, A., Zeithaml, V. A., Bitner, M. J., &Gremler, D. D. (2008). Services marketing: integrating customer focus across the firm. Maidenhead: McGraw-Hill Higher Education.
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