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Linking Employees to Customers: Employee Involvement and Quality Mapping
journal contribution
posted on 2017-06-08, 01:42 authored by Bennington, Lynne, Cummane, JamesEmployee involvement and connecting employees to customers have both been acknowledged as important components of any service quality improvement program. In practice, though, many quality efforts fail. Quality mapping, a variation on service mapping and an innovative human resource management process, is proposed as a practical methodology to facilitate the involvement of employees in service delivery management and to link employees to customers and to business strategy. It requires changes to the traditional roles of both HRM and marketing.
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1997Series
Department of Management.Usage metrics
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