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EMPLOYEES AND EMPLOYERS
IN SERVICE ORGANIZATIONS
Emerging Challenges and Opportunities
21st Century Business Management
Edited by
Arvind K. Birdie, PhD
Apple Academic Press Inc. Apple Academic Press Inc.
3333 Mistwell Crescent 9 Spinnaker Way
Oakville, ON L6L 0A2 Canada Waretown, NJ 08758 USA
©2017 by Apple Academic Press, Inc.
Exclusive worldwide distribution by CRC Press, a member of Taylor & Francis Group
No claim to original U.S. Government works
Printed in the United States of America on acid-free paper
International Standard Book Number-13: 978-1-77188-473-0 (Hardcover)
International Standard Book Number-13: 978-1-315-36585-5 (CRC/Taylor & Francis eBook)
International Standard Book Number-13: 978-1-77188-474-7 (AAP eBook)
All rights reserved. No part of this work may be reprinted or reproduced or utilized in any form or by any
electric, mechanical or other means, now known or hereafter invented, including photocopying and re-
cording, or in any information storage or retrieval system, without permission in writing from the publish-
er or its distributor, except in the case of brief excerpts or quotations for use in reviews or critical articles.
This book contains information obtained from authentic and highly regarded sources. Reprinted material
is quoted with permission and sources are indicated. Copyright for individual articles remains with the
authors as indicated. A wide variety of references are listed. Reasonable efforts have been made to publish
reliable data and information, but the authors, editors, and the publisher cannot assume responsibility for
the validity of all materials or the consequences of their use. The authors, editors, and the publisher have
attempted to trace the copyright holders of all material reproduced in this publication and apologize to
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Trademark Notice: Registered trademark of products or corporate names are used only for explanation
and identification without intent to infringe.
Employees and employers in service organizations : emerging challenges and opportunities / edited by
Arvind K. Birdie, PhD.
(21st century business management book series)
Includes bibliographical references and index.
Issued in print and electronic formats.
ISBN 978-1-77188-473-0 (hardcover).--ISBN 978-1-315-36585-5 (PDF)
1. Service industries--Personnel management. 2. Service industries--Employees. I. Birdie, Arvind K.,
author, editor II. Series: 21st century business management book series
HD9980.5.E48 2017 658.3 C2017-900748-3 C2017-900749-1
Library of Congress Cataloging-in-Publication Data
Names: Birdie, Arvind K., editor.
Title: Employees and employers in service organizations : emerging challenges and opportunities / editor,
Arvind K. Birdie, PhD.
Description: Toronto ; New Jersey : Apple Academic Press, [2017] | Series: 21st century business manage-
ment | Includes bibliographical references and index.
Identifiers: LCCN 2017002947 (print) | LCCN 2017008012 (ebook) | ISBN 9781771884730 (hardcover :
alk. paper) | ISBN 9781315365855 (ebook)
Subjects: LCSH: Service industries--Employees. | Service industries--Personnel management.
Classification: LCC HD9980.5 .E467 2017 (print) | LCC HD9980.5 (ebook) | DDC 658.3--dc23
LC record available at https://lccn.loc.gov/2017002947
Apple Academic Press also publishes its books in a variety of electronic formats. Some content that appears
in print may not be available in electronic format. For information about Apple Academic Press products,
visit our website at www.appleacademicpress.com and the CRC Press website at www.crcpress.com
Dedicated to the love and joy of my family—my parents,
Gagan, Permendra and Shaurya for being my lifelong
lighthouse and my safe harbor
ABOUT THE EDITOR
Series Editor:
Arvind K. Birdie, PhD
Program Director PGDM, and Associate Professor,
Vedataya Institute, Gurgaon, India
Email: arvindgagan@gmail.com
Arvind K. Birdie
IIMT School of Management, Vedatya Institute, Gurgaon, India. E-mail: arvindgagan@gmail.com.
Samo Bobek
Faculty of Economics and Business, University of Maribor, Razlagova, Maribor, Slovenia. E-mail:
samo.bobek@um.si.
Jelena Horvat
University of Zagreb, Faculty of Organization and Informatics, Varaždin Pavlinska 2, HR 42000
Varaždin, Croatia. E-mail: jelena.horvat@foi.hr.
Vandana Madhavkumar
GRG School of Management Studies, Coimbatore, Tamil Nadu, India. E-mail: vandana@grgsms.com.
Sasmita Misra
Narsee Monji Institute of Management Studies, India. E-mail: sasmita.misra@nmims.edu.
Atasi Mohanty
Centre for Educational Technology, IIT Kharagpur, India. E-mail: atasim@cet.iitkgp.ernet.in.
Durgamohan Musunuri
Professor & Head, Department of Management Studies, JSS Academy of Technical Education,
NOIDA 201301, Uttar Pradesh, India. E-mail: durgamohan27@gmail.com.
Uma Nagarajan
Bhartiyar University, Chennai, India. E-mail: uma.anita@gmail.com.
Ranjan Pattnaik
Department of Humanities and Social Sciences, IIT Kharagpur, India. E-mail: dr.ranjanpattnaik@
iitkgp.ac.in.
Urban Sebjan
Faculty of Economics and Business, Raziagova, University of Maribor, Maribor, Slovenia. E-mail:
urban.sebjan1@um.si.
xiv List of Contributors
Simona Sternad-Zabukovšek
Faculty of Economics and Business, University of Maribor, Razlagova, Maribor, Slovenia. E-mail:
simona.sternad@um.si.
Polona Tomnic
Faculty of Economics and Business, Raziagova, University of Maribor, Maribor, Slovenia. E-mail:
polona.tominc@um.si.
Parul Wasan
Manav Rachna International University, Faridabad, Haryana, India. E-mail: parul.wasan@yahoo.
co.in.
CONTENTS
Abstract ..................................................................................................... 4
1.1 Introduction ...................................................................................... 4
1.2 Gen Y and Protean Career Orientation .......................................... 11
1.3 Individuals with Protean Career Orientation ................................. 13
1.4 Gender and Protean Career Orientation ......................................... 14
1.5 Implications for Organizations ...................................................... 15
1.6 Implications for Individuals ........................................................... 16
1.7 Conclusion ..................................................................................... 18
Acknowledgments................................................................................... 18
Keywords ................................................................................................ 18
References ............................................................................................... 19
4 Employees and Employers in Service Organizations
ABSTRACT
For today’s organizations, right people are key differentiators that give
them competitive advantage. Due to globalization, career contexts and
work environments have changed. Workforce diversity has increased due
to technological advancements and the use of outsourcing, part time, and
temporary employees. In conjunction with environmental changes, indi-
viduals are also altering their career attitudes and behaviors. This comes as
a response to the increase in lifespan (and thus working lives), changes in
family structures (such as dual-career couples), and the growing number
of individuals seeking to fulfill needs for personal learning, development,
and growth. One of the most important challenges for HR managers is
to acquire and retain the Gen Y employees (born between late 1970s and
mid-1990s) who are likely to comprise the bulk of employees.
In times of frequently changing work environments with decreased job
stability, it is often more possible for an employee to pursue his career with
not one single organization during his or her lifetime but with multiple over
time. The decline of the traditional organizational career requires new ways
of viewing careers. Over the last decade, two new perspectives on careers
have emerged and become popular in the organizational literature: the
protean career and the boundaryless career. This chapter reviews this new
concept of individual career development practiced by the Gen Y employees
whose expectations and preferences are different from their predecessors.
1.1 INTRODUCTION
The protean career is driven by the person, not the organization, based
on individually defined goals, encompassing the whole life space, and
being driven by psychological success (rather than) objective measures of
success such as pay, rank or power.
—Briscoe
(1) values-driven, that is, making career decisions based on their own
values as against the organization’s values. The person’s internal
values guide them in managing their career and attain career
success; and being
(2) self-directed, playing an independent role in managing their career
and being proactive in terms of performance and learning.
(3) Further, individuals with protean career orientation will be proac-
tive and independent and will not depend on external standards
(Briscoe et al., 2006).
Another term that emerged along with the concept of protean career is
“boundaryless” career (Arthur, 1994; Arthur & Rousseau, 1996), which
involves a sequence of job opportunities that go beyond single employ-
ment settings. A person with a boundaryless career mindset “navigates the
changing work landscape by enacting a career characterized by different
levels of physical and psychological movement” (Sullivan & Arthur,
2006, p. 9). It involves the breaking down of traditional boundaries (e.g.,
job boundaries of specialist functions and skills), organizational careers
which progress independently of well-trodden career paths and the social
boundaries separating work and family roles. A boundaryless career atti-
tude is characterized by high mobility and a preference for navigating
physically and/or psychologically across many organizations (Sullivan &
Arthur, 2006).
The term boundaryless career was developed to provide a new perspec-
tive on old traditional career theories (Arthur, 2008). Boundaryless careers
are seen as the interlinking boundaries of organizations and occupations,
with other parts of people’s lives. Boundaryless careers involve career
opportunities that go beyond the boundary of a single employer (Arnold,
2011). Some of the trademarks of a boundaryless career include: transfer-
rable skills, knowledge and abilities across multiple firms, personal identi-
fication with meaningful work, on the job learning and the development of
10 Employees and Employers in Service Organizations
A. J. McKelway,
The Dispensary in North Carolina
(Outlook, April 8, 1899).
Congressional Record,
56th Congress, 1st Session, pages 2347, 2349.
{519}
SPAIN: A. D. 1868-1885.
Affairs in Cuba.
SPAIN: A. D. 1895-1896.
Conflict between army and Press.
Change of Ministry.
Renewed insurrection in Cuba.
SPAIN: A. D. 1896-1898.
Insurrection in the Philippines.
L. Williams,
Can Sagasta save Spain?
(Fortnightly Review, December, 1897).
SPAIN: A. D. 1898.
War with the United States.
{520}
SPAIN: A. D. 1899.
Abolition of the Ministry of the Colonies.
Resignation of the Sagasta Cabinet.
Ratification of the Treaty of Peace.
SPAIN: A. D. 1901.
Anti-clerical agitation, directed
especially against the Jesuits.
Marriage of the Princess of the Asturias.
SPANISH-AMERICAN WAR.
STONEHENGE:
Fall of two stones.
{522}
London Times,
January 4, 1901.
STRATHCONA'S HORSE.
SUFFRAGE:
Qualifications in the several States of the American Union.
SUFFRAGE, Woman.
SUGAR BOUNTIES.