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Frontline police employees’ social construction of client service

Author(s): Karel Stanz | G. J. Schwart | W. J. Schurink

Journal: South African Journal of Human Resource Management
ISSN 1683-7584

Volume: 5;
Issue: 3;
Start page: 38;
Date: 2007;
Original page

Keywords: Leadership performance | client service | organisational change and modernist qualitative methodology | grounded theory

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.
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