期刊名称：South African Journal of Human Resource Management
印刷版ISSN：1683-7584
出版年度：2007
卷号：05
期号：03
页码：38-47
出版社：OpenJournals Publishing
摘要：The social construction of frontline employees’ client service plays a major role in organisational success. This study illuminated why frontline personnel are reluctant to accept organisational change which is in line with new policing philosophies. Applying modernist qualitative methodology, and particularly grounded theory within a case study design a ‘process satisfaction model’ was developed with the aim to improve employee satisfaction with internal processes and ultimately service delivery. This model may be used for change in the South African Police Service SAPS) and other government departments.
