Skip to main content
Article thumbnail
Location of Repository

Aligning HRM with service delivery

By Claire Viney


School of Managemen

Year: 1997
OAI identifier:
Provided by: Cranfield CERES

Suggested articles


  1. 1) “Understanding Customer Expectations of Service” , doi
  2. (1990). Busy Stores and Demanding Customers: How Do They Affect the Display of Positive Emotion doi
  3. (1983). Classifying Services to Gain Strategic Marketing Insights”, doi
  4. (1982). Climate: A Reconceptualization and Proposed Model”, doi
  5. (1994). Critical Service Encounters: The Employee’s Viewpoint”, doi
  6. (1992). Developments in the Management of Human Resources, doi
  7. (1989). Efficiency in Service Delivery: Technological or Humanistic Approaches?” doi
  8. (1985). Employee and Customer perceptions of Service in Banks: Replication and Extension” doi
  9. (1995). Employee Attitudes and Customer .
  10. (1992). Employee Satisfaction Leads to Customer Service” HRMagazine,
  11. (1986). High Involvement Managemer?.
  12. (1994). How to Provide Excellent Company Customer Service”,
  13. (1987). Human Resource Management and Industrial Relations”, doi
  14. (1995). Human Resource Strategy, doi
  15. (1992). Interpreting Competitive Strategy”,
  16. (1994). Linking Strategy and Human Resource Practices: How Employee and doi
  17. (1987). Organisational Strategy and Organisational level as determinants of HRM practice” Human Resource Planning,
  18. (1987). Personnel and Human Resource Management Choices and Organizational Strategy”, doi
  19. (1994). Prioritizing the dimensions of service quality: An empirical investigation and strategic assessment” doi
  20. (1994). Problems and Pitfalls of Customer Service doi
  21. (1994). Putting the Service-Profit Chain to Work,’ Harvard Business Review,
  22. (1995). Results of the
  23. (1994). Satisfaction: Making Theoretical and Empirical Connections” Personnel Psychology, doi
  24. (1989). Service Companies: Focus or Falter”, Harvard Business Review,
  25. (1988). SERVQUAL: A MultipleItem Scale for Measuring Consumer Perceptions of Service Quality”
  26. (1984). Strategic Human Resource Management, doi
  27. (1983). The Managed Heart, doi
  28. (1990). The Profitable Art of Service Recovery”,
  29. (1985). The Service Encounter, doi
  30. (1993). The Service Organisation: Human Resources Management is Crucial” Organisational Dynamics, doi
  31. (1988). Towards a More Theory Based Measurement of Organisational Climate”,
  32. (1994). Training People to Deliver Service Excellence doi
  33. (1990). Zero Defections: Quality Comes to Services”

To submit an update or takedown request for this paper, please submit an Update/Correction/Removal Request.