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Recruitment and retention in front‐line services: the case of childcare
Author(s) -
Carroll Marilyn,
Smith Mark,
Oliver Gwen,
Sung Sirin
Publication year - 2009
Publication title -
human resource management journal
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 2.44
H-Index - 77
eISSN - 1748-8583
pISSN - 0954-5395
DOI - 10.1111/j.1748-8583.2008.00076.x
Subject(s) - workforce , business , front line , competition (biology) , employee retention , turnover , service (business) , marketing , private sector , service provider , public relations , public sector , labour economics , management , economics , economic growth , political science , economy , ecology , law , biology
This article highlights how problems of recruitment and retention in front‐line services create a particular challenge to traditional HRM models and solutions. Private day nurseries make an interesting example of the challenges facing managers in the service sector as the combination of a feminised workforce, a price‐sensitive service, public–private competition and state regulation create particular difficulties. We report on a study of 33 day nurseries involving interviews with managers and employees over an eight‐month period. Our findings show that childcare providers have to cope with recruitment and retention problems associated with high‐end interactive service provision compounded by gender segregation and small business characteristics. Our analysis of employer and employee perspectives examines labour market issues affecting recruitment, and categorises the reasons for staff turnover into internal ‘push’ factors, external ‘pull’ factors, outside factors and functional turnover.