Introduction: service work and its implications for human resources management

Article Abstract:

Continual research into human resources management of service operations and related workforces needs to be undertaken to develop strategies and objectives for economic benefit.

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Front-line responses to customer orientation programmes: a theoretical and empirical analysis

Article Abstract:

Issues concerning the reaction of front-line service workers to the introduction of customer care initiatives and the personal profile of employees responding in set patterns are discussed.

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The antecedents of employee commitment to customer service: evidence from a UK service context

Article Abstract:

Commitment to customer service (CCS) research shows that employees like to provide a good customer service and are not necessarily just adhering to company policy. Employees are more likely to offer good customer service if they are fully aware of customer needs and are good at their job. Corporate policies which include good practices and advocate appropriate training schemes are powerful contributors to CCS.

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