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Organization design for service excellence: A review of the literature
Author(s) -
Horwitz Frank M.,
Neville Mark A.
Publication year - 1996
Publication title -
human resource management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.888
H-Index - 94
eISSN - 1099-050X
pISSN - 0090-4848
DOI - 10.1002/(sici)1099-050x(199624)35:4<471::aid-hrm3>3.0.co;2-t
Subject(s) - excellence , business , service (business) , process management , operations management , management , knowledge management , marketing , computer science , engineering , political science , economics , law
It is commonly accepted that service excellence can enhance the competitive advantage of a firm. Two critical success factors in this regard are evaluated in this article: First, how best to structure an organization in order to provide flexibility in satisfying customer needs, and second, how certain human resource practices help create and improve customer service. © 1996 by John Wiley & Sons, Inc.