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Att hyra in personal via bemanningsföretag: Kan den kortsiktiga lösningen få långsiktiga konsekvenser?
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
2016 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 20 credits / 30 HE creditsStudent thesisAlternative title
Hiring staff through employment agencies : Can the short-term solution have long-term implications? (English)
Abstract [sv]

Det blir allt vanligare att företag hyr in personal via bemanningsföretag till deras kundservice, istället för att anställa egen. Det främsta motivet för detta är att det reducerar den administrativa bördan rekrytering innebär och ger dem en större flexibilitet. Genom detta blir inhyrning en kortsiktig kostnadsbesparing. Att den inhyrda personalen har en arbetsgivare men arbetar för ett annat företag kan leda till att den inhyrda personalen inte känner tillhörighet till kundföretaget, vilket är en förutsättning för att organisationen skall kunna arbeta kundorienterat. Genom detta kan det uppstå en långsiktig risk i att hyra in personal istället för att investera i att anställa egen.

Syftet med studien är att undersöka hur chefer inom kundservice resonerar kring valet att hyra in personal istället för att anställa egen, även om det skulle vara fördelaktigt för företaget att anställa egen på lång sikt. För att undersöka detta har sju chefer inom kundservice intervjuats från sex olika organisationer.

Resultatet av studien visar att cheferna har en vilja att fatta långsiktiga beslut, men de handlar inte alltid därefter. De är medvetna om att det är viktigt att personalen känner sig som en del av organisationen, men det är svårt att få inhyrd personal att känna detta. De flesta chefer som blivit intervjuade tror inte att det är långsiktigt lönsamt för företag att hyra in personal.

Abstract [en]

It is common that companies hire staff trough employment agencies to their customer service department, instead of hiring their own staff. The main reason for this is that it reduces the administrative burden of recruitment, and gives them a greater flexibility. Therefore, it is a way of saving costs in the short term. That the hired staff has another employer as the organization they are working for can result in that the hired staff does not feel that they belong to the client company, which is important if the company want to have a customer oriented strategy. Therefore, there is also a long-term risk of hiring staff through employment agencies. If a company invest in and hire their own staff there will not be this kind of risk in the same way.

The purpose of this study is to examine how managers in customer service think about the choice to hire staff through employment agencies instead of hiring their own staff, even though it is better to hire their own employees as an investment in the long-term. In this study has seven managers in customer service been interviewed and the interviews has been semi-structured. A total of six organizations have participated in the study.

The result of the study shows that there is a contradiction between how the managers think and how they act. They want to make long-term decisions and they know that it is important to feel as a part of the organization, but it is hard to implement this with the people that are hired through an employment agency. Most of the managers that have been interviewed do not believe that it is a benefit for the company in the long run to hire staff through employment agencies.

Place, publisher, year, edition, pages
2016. , 53 p.
Keyword [en]
Employment agencies, customer service, Customer relationship management, Human resource management, agency staff, temporary staff
Keyword [sv]
Bemanningsföretag, kundservice, Customer relationship management, Human resource management, inhyrd personal, tillfällig personal
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-43366OAI: oai:DiVA.org:kau-43366DiVA: diva2:939468
Subject / course
Business Administration
Educational program
Programme in Business and Economics
Supervisors
Examiners
Available from: 2016-06-20 Created: 2016-06-19 Last updated: 2016-06-20Bibliographically approved

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