... the negative effects of turnover on customer outcomes: © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Service management Stress Interdisciplinary research Human resource management Employees Turnover Emotional labour Service climate...

..., Marketing, and Human Resources Management, and provide further comparison with major Service journals. Design/methodology/approach The method used was designed documentary research using papers published in the top three relevant international journals specific to Operations, Marketing, and Human...

.../implications The paper focuses on examining the perceptual impacts of human resource management (HRM) practices on firm performance, rather than actual HRM impacts. The interpretation of results should be taken with caution. Originality/value Talent management is influenced by country specific variables...

...Sylvie Llosa; Chiara Orsingher; Albert Graf Purpose The objective of this paper is to provide researchers and practitioners with an understanding of the implications and consequences of changes in customer roles and involvement on human resource management (HRM) within a service context. Design...

... participation. Managerial recommendations are developed and presented on the basis of these arguments. © MCB UP Limited 2003 Consumer satisfaction Services Job satisfaction Human resource management Performance measurement (quality) The role of a consumer in a service exchange has been...

... providing a source of competitive advantage. © MCB UP Limited 2001 Service Internet Economies of scale Human resource management E‐commerce Competitive advantage Why, then, did Virtual Vineyards almost fail? Why did it require a recapitalization, and why have some of its founding...

... with both line managers and employees to assess the issues involved and to draw out the managerial implications for retail and service © MCB UP Limited 1996 Flexibility Human resource management Older employees Retailing Service quality The emergence of a more strategic approach to human...

... required in the creation of outcomes valued for customers. © MCB UP Limited 1995 Human resource management Marketing Operations management Service control Service industries USA The service logic model proposed in this article delineates the organizing principles that govern a service...

... management and employees reach organizational consensus on a service process. © MCB UP Limited 1995 Accounting industry Human resource management Methodology Operations management Process design Service quality Universities USA If service managers and employees are to be effective...

... 1994 Competition Cross‐functional integration Customer orientation Human resource management Organizational theory Profitability Scientific management Service quality Services marketing Service management is not a well‐delineated concept. It is, however, used more and more...

..., it is argued that customer‐focused management in general (simultaneously of marketing, of HRM, of operations, etc.) might enhance competitiveness in the marketplace. © MCB UP Limited 1994 Customer requirements Employee attitudes Employee selection Human resource management Market segmentation...

... Leadership Human resource management Service industries ...