Creation of a Satisfying Workplace Culture: A Qualitative Study on the Hiring Processes of Service-oriented Organizations
Abstract
This study attempts to look at the processes by which service-oriented
organizations create workplace culture by finding and selecting qualified employees for
their workforce. Service-oriented has been defined as organizations that focus more on
the service provided to the consumer rather than turning a profit. The Attraction Selection- Attrition model (Schneider) and the Organizational Demography model
(Pfeffer) offered a theoretical framework in which the results of this study could be
placed within. These theories offer psychological and sociological explanations as to
how individual behavior within an organization is predicted. This studied included nine
organizations, three hospitals, universities, and public schools that were interviewed
because of their visibility within the community as service-oriented organizations. The
interviews were recorded to help in transcription and the transcriptions were coded for
various topics including sources of recruitment, interviewing techniques, and workplace
culture. It was discovered that there was a difference between these organizations in how they go about recruiting and selecting candidates. The size and complexity of the
organization to some extent predicted what techniques would be most appropriate.