If you are experiencing problems downloading PDF or HTML fulltext, our helpdesk recommend clearing your browser cache and trying again. If you need help in clearing your cache, please click here . Still need help? Email help@ingentaconnect.com

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

$60.93 plus tax (Refund Policy)

Buy 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.

Keywords: Customer satisfaction; Human resource management; Internet; Intranets; Job satisfaction; Probability theory

Document Type: Research Article

DOI: http://dx.doi.org/10.1108/00483480710726154

Publication date: February 13, 2007

Related content

Share Content

Access Key

Free Content
Free content
New Content
New content
Open Access Content
Open access content
Subscribed Content
Subscribed content
Free Trial Content
Free trial content
Cookie Policy
X
Cookie Policy
ingentaconnect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more