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Managing customers as employees of the firm New challenges for human resources management

Managing customers as employees of the firm New challenges for human resources management This paper discusses the role that customers play as human resources in service‐based organizations. These involve situations where a customer replaces a more traditional employee (ATMs, self‐serve gas stations), or situations where the customer serves as a strategic partner by providing resources, particularly information, that are critical for the performance of the service exchange (consulting, health care, physical fitness training). After discussing the conditions under which a customer acts as a “partial employee” of a firm, we turn to a discussion of how human resource functions apply to partial employees. Research propositions are offered to guide future research in customer labor contributions. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Personnel Review Emerald Publishing

Managing customers as employees of the firm New challenges for human resources management

Personnel Review , Volume 33 (3): 22 – Jun 1, 2004

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0048-3486
DOI
10.1108/00483480410528878
Publisher site
See Article on Publisher Site

Abstract

This paper discusses the role that customers play as human resources in service‐based organizations. These involve situations where a customer replaces a more traditional employee (ATMs, self‐serve gas stations), or situations where the customer serves as a strategic partner by providing resources, particularly information, that are critical for the performance of the service exchange (consulting, health care, physical fitness training). After discussing the conditions under which a customer acts as a “partial employee” of a firm, we turn to a discussion of how human resource functions apply to partial employees. Research propositions are offered to guide future research in customer labor contributions.

Journal

Personnel ReviewEmerald Publishing

Published: Jun 1, 2004

Keywords: Human resource management; Customer service management; Service operations; Customers

References