Organization design for service excellence: A review of the literature

被引：0
|
作者：
Horwitz, FM
Neville, MA
机构：
来源：
HUMAN RESOURCE MANAGEMENT | 1996年 / 35卷 / 04期
关键词：
D O I：
10.1002/(SICI)1099-050X(199624)35:4<471::AID-HRM3>3.0.CO;2-T
中图分类号：
B849 [应用心理学];
学科分类号：
040203 ;
摘要：
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. (C) 1996 by John Wiley & Sons, Inc.
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页码：471 / 492
页数：22
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