HRM – A Service Perspective: Towards a Customer‐focused HRM
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 March 1994
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.
Keywords
Citation
Schneider, B. (1994), "HRM – A Service Perspective: Towards a Customer‐focused HRM", International Journal of Service Industry Management, Vol. 5 No. 1, pp. 64-76. https://doi.org/10.1108/09564239410051911
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited