Human Resource Management 1996
Organization design for service excellence: A review of the literature
open access
Abstract
It is commonly accepted that service excellence can enhance the competitive advantage of a firm. Two critical success factors in this regard are evaluated in this article: First, how best to structure an organization in order to provide flexibility in satisfying customer needs, and second, how certain human resource practices help create and improve customer service.
- DOI
- 10.1002/(sici)1099-050x(199624)35:4<471::aid-hrm3>3.0.co;2-t
- Sources
- openalex