Customer contributions to quality: a different view of the customer-oriented firm
Article Abstract:
Regardless of the specific tools and methods a firm adopts or what quality experts an organization follows, managing for quality and competitive advantage means a firm must become customer oriented. Unfortunately, many quality-management programs and efforts to enhance competitiveness take a rather limited view of potential customer involvement in the process. This article first examines familiar roles that customers play in both manufacturing and service organizations. Then, insights from organization theory, services marketing, strategic management, and total quality concepts are integrated to develop both a conceptual model and 10 propositions based on a more complex view of potential customer contributions to competitive quality. Both a research agenda and ideas for improved organizational practice are discussed. (Reprinted by permission of the publisher.)
Publication Name: Academy of Management Review
Subject: Business, general
ISSN: 0363-7425
Year: 1996
User Contributions:
Comment about this article or add new information about this topic:
Strategic human resources management: a review of the literature and a proposed typology
Article Abstract:
Past efforts to relate the management of human resources to a firm's business strategy have taken three approaches: matching managerial style or personnel activities with strategies, forecasting manpower requirements given certain strategic objectives or environmental conditions, and presenting means for integrating human resource management into the overall effort to match strategy and structure. In this article, the literature on each of these approaches is reviewed, and a typology is presented that posits a reciprocal interdependence between a firm's business strategy and its human resources strategy. Implications for research and practice are discussed. (Reprinted by permission of the publisher.)
Publication Name: Academy of Management Review
Subject: Business, general
ISSN: 0363-7425
Year: 1988
User Contributions:
Comment about this article or add new information about this topic:
HR's role in building relationship networks
Article Abstract:
The success of a firm depends upon the kind of relationships it enjoys within its workgroups. This article describes how the human resource (HR) professionals can play an important part in building the kind of relationships that can turn social capital into competitive advantage.
Publication Name: The Academy of Management Executive
Subject: Business, general
ISSN: 0896-3789
Year: 2003
User Contributions:
Comment about this article or add new information about this topic:
- Abstracts: Clustering countries on attitudinal dimensions: a review and synthesis. Organizational studies: the merits of the Blunt approach
- Abstracts: Creating organizational order out of chaos: self-renewal in Japanese firms. The self-destructive corporation
- Abstracts: Product/customer critical evaluation. It's time to stop overselling activity-based concepts
- Abstracts: On the efficiency of internal and external corporate control mechanisms. Organizational economics: an impending revolution in organization theory?