customer-oriented bureaucracy

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Describes a form of work organization that seeks to balance routinization and efficiency with a customer focus. The term was coined by employment relations theorist, Marek Korczynski, to highlight the tensions within some service sector organizations which seek to convey the impression that the customer is in control (is sovereign) whilst ensuring this is done through cost-effective, profit-driven HR practices.

Subjects: Human Resource Management.

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