The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
Managing customers as human resources in service organizations
Abstract
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.
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Citations
Cites
Boundary spanning roles and organization structure
Aldrich, H., & Herker, D. (1977) · The Academy of Management Review · doi:10.2307/257905 · Cited by 1,518
Cited by
Service Innovation: A Service-Dominant Logic Perspective1
Lusch, R. F., & Nambisan, S. (2015) · MIS Quarterly · doi:10.25300/misq/2015/39.1.07 · Cited by 1,949
Switching barriers and repurchase intentions in services
Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00024-5 · Cited by 1,571
Designing Virtual Customer Environments for New Product Development: Toward a Theory
Nambisan, S. (2002) · The Academy of Management Review · doi:10.5465/amr.2002.7389914 · Cited by 1,026
Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2002) · Journal of Business Research · doi:10.1016/s0148-2963(00)00168-5 · Cited by 909
“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wünderlich, N. V., & De Keyser, A. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.03.008 · Cited by 779
Self-citation
Metadata
- Authors
- Bowen, D. E.
- Venue
- Human Resource Management
- Publisher
- Wiley
- Published
- 1986-09
- Volume
- 25
- Issue
- 3
- Pages
- 371-383
- ISSN
- 0090-4848 (ISSN-L)
- 1099-050X
- OpenAlex
- W2093885671
- Cited by
- 531
- References
- 1
- FWCI
- 4.11
- Type
- journal article
- Language
- en
- Open access
- closed
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- Bowen, D. E. (1986). Managing customers as human resources in service organizations. Human Resource Management. https://doi.org/10.1002/hrm.3930250304
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
