HRM – A Service Perspective Towards a Customer‐focused HRM

HRM – A Service Perspective Towards a Customer‐focused HRM First presents a brief overview of some research demonstrating a link between employee perceptions of the service firms for which they work and customer perceptions of the service quality they receive from those same firms. Followed by discussion of a framework that provides some insight into what customer‐focused HRM might look like. The framework focuses first on the kinds of strategic choices service firms must make (like whether to emphasize speed or tender loving care). Then some implications for HRM of these choices are outlined with research implications. Finally, it is argued that customer‐focused management in general (simultaneously of marketing, of HRM, of operations, etc.) might enhance competitiveness in the marketplace. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

HRM – A Service Perspective Towards a Customer‐focused HRM

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Publisher
Emerald Publishing
Copyright
Copyright © 1994 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239410051911
Publisher site
See Article on Publisher Site

Abstract

First presents a brief overview of some research demonstrating a link between employee perceptions of the service firms for which they work and customer perceptions of the service quality they receive from those same firms. Followed by discussion of a framework that provides some insight into what customer‐focused HRM might look like. The framework focuses first on the kinds of strategic choices service firms must make (like whether to emphasize speed or tender loving care). Then some implications for HRM of these choices are outlined with research implications. Finally, it is argued that customer‐focused management in general (simultaneously of marketing, of HRM, of operations, etc.) might enhance competitiveness in the marketplace.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Mar 1, 1994

Keywords: Customer requirements; Employee attitudes; Employee selection; Human resource management; Market segmentation; Service quality; Services marketing; Working conditions

References

  • Charismatic Leadership in Service‐Producing Organizations
    House, R.J.
  • The Social Psychology of Organizations
    Katz, D.; Kahn, R.L.
  • Principles of Scientific Management
    Taylor, F.W.

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