Introduction: service work and its implications for human resources management
Article Abstract:
Continual research into human resources management of service operations and related workforces needs to be undertaken to develop strategies and objectives for economic benefit.
Publication Name: International Journal of Human Resource Management
Subject: Human resources and labor relations
ISSN: 0958-5192
Year: 2000
User Contributions:
Comment about this article or add new information about this topic:
Front-line responses to customer orientation programmes: a theoretical and empirical analysis
Article Abstract:
Issues concerning the reaction of front-line service workers to the introduction of customer care initiatives and the personal profile of employees responding in set patterns are discussed.
Publication Name: International Journal of Human Resource Management
Subject: Human resources and labor relations
ISSN: 0958-5192
Year: 2000
User Contributions:
Comment about this article or add new information about this topic:
The antecedents of employee commitment to customer service: evidence from a UK service context
Article Abstract:
Commitment to customer service (CCS) research shows that employees like to provide a good customer service and are not necessarily just adhering to company policy. Employees are more likely to offer good customer service if they are fully aware of customer needs and are good at their job. Corporate policies which include good practices and advocate appropriate training schemes are powerful contributors to CCS.
Publication Name: International Journal of Human Resource Management
Subject: Human resources and labor relations
ISSN: 0958-5192
Year: 1997
User Contributions:
Comment about this article or add new information about this topic: