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Market-focused HRM in service organizations: Satisfying internal and external customers

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Journal of Market-Focused Management

Abstract

This paper describes how the HRM function can positively influence the satisfaction of both its internal customers, such as, line employees, and external customers. Evidence is cited for how satisfaction levels in these internal and external markets often are correlated in service organizations. The management practices apparently associated with this correlation are described, concentrating on HRM's role in creating satisfied employees who are motivated and able service providers. The importance of customizing HRM practices to fit a specific market segment is emphasized.

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  1. Arizona State University West, P.O. Box 37100, 85069-7100, Phoenix, AZ

    David E. Bowen

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Bowen, D.E. Market-focused HRM in service organizations: Satisfying internal and external customers. J Market-Focused Manage 1, 31–47 (1996). https://doi.org/10.1007/BF00129602

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