Agency workers and organisation's commitment to its workers

Abstract

This study explores the understanding that Dutch agency workers (i.e. workers affiliated with a temporary-help service firm) have of organisation's commitment to its workers (OCW). Semi-structured interviews with 33 Dutch agency workers aimed to answer two questions: (1) what do agency workers believe the agency and the client should offer if they are aiming for perceived OCW and (2) who are the potential messengers of agency and client OCW? If agencies and clients want to get rewarded by agency workers with perceived OCW, they have to carry a shared responsibility for many aspects of fair and favourable human resource management. However, agency workers link some aspects exclusively to one of the two organisational parties: agency workers seem to associate promotion with the client organisation, and certain aspects of job characteristics (e.g. autonomy and performance feedback) solely with the client OCW. Other elements related to job characteristics were only associated with agency OCW (current and future person–task fit, job-satisfaction concerns and job-related problems), as well as keeping in touch and problem solving (e.g. job dissatisfaction) solely with agency OCW. Moreover, agency workers personify all the mentioned responsibilities: organisational member's actions concerning these responsibilities represent OCW. Agency consultants seem to be the sole representatives of perceived agency OCW, whereas several agents (e.g. top managers, direct supervisors, co-workers, clients' ‘clients’) serve as potential representatives of client organisations' commitment.

Keywords:

• agency work
• organisation's commitment to its workers (OCW)
• perceived organisational support