1. Human Resource Management in the Service Sector Introduction to the course Juani Swart and Nick Kinnie

2. Overview Course examines the HRM challenges in the knowledge- intensive service sector 1.Introduction: characteristics of the service sector and identifying the knowledge-intensive section of this sector (1 week) 2.Develop theoretical frameworks and perspectives for analysing the HR challenges (2 weeks) 3.Investigation of HR challenges in four types of organisations in this sector: call centres, management consulting, law and creative (8 weeks) Summary and review (second half of final week)

3. Course design HRM challenges theory Call centres Theory Management consultancies Theory Law Firms: theory and case Creative Firms: Theory and case Managing knowledge workers Call centres Case Management consultancies Case Law Firms: theory and case Creative Firms: Theory and case Characteristics of the service sector Summary and revision

4. Literature focus for the course HRM & knowledge- intensive services Services sector Professional Services

5. Method and style Assumes basic knowledge from a level 2 HR or ER course Theory – drawing on previous and contemporary research Data – referring to a research based case dealing with a key HR issue Analysis – using theory and frameworks to discuss the key HR challenges Teaching style: mix of lectures, cases and discussion – examples are encouraged Reading: no set text – mix of articles and chapters

6. Assessment Individual assignment – 3,000 on a choice of set topics (one page plans accepted for feedback) Examination – traditional 2 hour exam in January

7. Where does this course fit in? OB HRM1 HRM2 ER Pay and Rewards OCD SHRMTLDLeadership HRM in the Service Sector Law Sociology