Human Resource Management 1999

Expanding customer orientation in the HR funciton

Mark L. Lengnick-Hall; Cynthia A. Lengnick-Hall

Wichita State University

Abstract

While it has long been recognized that the human resource function must take a more customer-oriented perspective on the design and delivery of HR programs, this view has focused primarily on internal customers. However, external customers can provide important input into HR activities (e.g., job analysis information), they can participate in HR activities (e.g., selection decisions), and they can use HR activities (e.g., receive training). By expanding customer orientation in the HR function to focus explicitly on external customers, a more direct relationship between human resource management and competitive organizational performance can be established.

DOI

10.1002/(sici)1099-050x(199923)38:3<201::aid-hrm3>3.0.co;2-b

Sources

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APA 7 MLA 9 Chicago (author–date) Harvard Elsevier Harvard (JFE, JBF…) The Accounting Review Academy of Management American Marketing Association INFORMS (Management Science) Copy citation Copied ✓