This multi-level study analyses the ‘black box’ of HRM in an Australian cinema chain, a standardized service environment. Management's espoused goals for the casual workers who run the cinema service include attempts to build customer-oriented behaviour, both directly and via empowerment,...

In order to improve our understanding of mediating variables inside the‘black box’ of the firm’s labour management, this paper examines the relationship betweenhigh-performance work system (HPWS) practices and employee attitudes. Using arandomly selected, national population sample, clear...