...Jonathon R.B. Halbesleben; M. Ronald Buckley This paper discusses the role that customers play as human resources in service‐based organizations. These involve situations where a customer replaces a more traditional employee (ATMs, self‐serve gas stations), or situations where the customer serves...

...Thomas Goh © MCB UP Limited 2000 --> Information Knowledge workers Wealth Customers The Industrial Age is over. The Information Age that replaces it creates wealth in a radically different way and has sidelined capital and labour as the main currency of business. Fuelled...