L'efficacité des directions des ressources humaines selon l'approche des constituantes multiples: une étude comparé des secteurs public et privé canadiens

This article synthesizes and provides comparative analyses of two studies that were recently completed by the authors pertaining to the assessment of human resource departments using a multiple constituency approach (Belout & Dolan, 1994a; Dolan, Gregoriades, & Belout, 1995). The latter was conducted within the Canadian public and private sectors (the hospital and the pulp and paper industries). The aim of the study was to dispell the confusion arising from the contradictory results reported by Tsui (1987, 1990) and Wils and Labelle (1989). The latter suggest that there are no differences in satisfaction (and expectations) amongst constituent groups, which contrasts with the findings of Tsui. All in all, our results support and reinforce the original conclusions made by Tsui; there are significant differences on satisfaction and expectations of clients regarding their human resource departments in both sectors and across organizations. However, the determinants of constituent satisfaction (the dependent variable) and expectation in the two sectors are slightly different. Also, the results show that in both sectors there is a positive impact of expectation on satisfaction, thereby supporting the fundamental elements in the theory of consumer satisfaction and dissatisfaction (Day, 1977).