Summary
Contents
Subject index
The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues. A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused ‘mini’ chapters. This variation enables the book to provide broader coverage through the inclusion of more topics.
Shaping Service Cultures Through Strategic Human Resource Management
Shaping Service Cultures Through Strategic Human Resource Management
Any proffered explanation of the success of such service role models as Disney, Southwest Airlines, Singapore Airlines, IKEA, Nordstrom, or Shouldice Hospital would invariably mention the role played by these firms' cultures. In addition, there would most likely be favorable comments made about how these organizations manage their people. These variables—culture and human resource management—seem to hold some keys to an understanding of service organization effectiveness, especially for customer satisfaction.
Moreover, the management literature of the last decade has emphasized the strategic role of both culture and human resource management (HRM). Culture has been developed as a potential basis of competitive advantage (Barney 1986). Cultures that are ...
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