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Managing customers as human resources in service organizations
Author(s) -
Bowen David E.
Publication year - 1986
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/hrm.3930250304
Subject(s) - business , clarity , service (business) , marketing , service delivery framework , process management , human resource management , knowledge management , human resources , management , computer science , biochemistry , chemistry , economics
On‐site service encounters blur the organizational boundary between employees and customers. The strategic trade‐offs involved in having customers on‐site, and the HRM practices that can influence the satisfaction and performance of customers within the organization, are described. Central points include the HRM practices that foster a climate for service and that provide customers the role clarity, ability, and motivation they require to contribute to service production and delivery.