ISSN:
1572-8846
Keywords:
service quality and human resources management (HRM) practices
;
employee satisfaction, motivation, and ability
;
internal and external customers
;
market segments
;
seamless service
Source:
Springer Online Journal Archives 1860-2000
Topics:
Economics
Notes:
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.
Type of Medium:
Electronic Resource
URL:
http://dx.doi.org/10.1007/BF00129602
