Matching the management of human resources to service operations

Informed by research projects undertaken at Nottingham Trent, this paper discusses the different HRM practices of some operators in fast‐food restaurants. Outlines the nature of service provision and some key determinants of the service offer. These help to categorize the types of service offered to customers. Operational categories are also outlined and by using both a matrix is created which produces a series of four ideal types of approach to HRM management. These styles relate to the amount of employee involvement and participation in shaping the service encounter and therefore the kind of empowerment enjoyed by employees. Two case studies of well‐known fast food operators are used to demonstrate the ideal types identified.