Service Strategies

Rosemary Batt

in The Oxford Handbook of Human Resource Management

Published in print June 2008 | ISBN: 9780199547029
Published online September 2009 | e-ISBN: 9780191577390 | DOI:

Series: Oxford Handbooks in Business and Management C

Service Strategies

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This article first reviews the alternative theoretical approaches to human resource management that have been developed in the academic literature and discusses why these need to incorporate conceptual advances from services' marketing and operations management. Here, it also discusses the evidence regarding what strategies lead to better service and sales, under what conditions, and why. It then examines alternative organizational models that rely on outsourcing and supply chain management for customer service and sales and the arguments for and against these approaches. The next section reviews real world trends: what strategies are companies actually pursuing and what are the results for consumers and employees? The article closes with conclusions about the future direction of service management strategies and the role of HRM in them.

Keywords: service strategies; human resource management; organizational models; outsourcing; supply chain management; service management strategies

Article.  9057 words. 

Subjects: Human Resource Management ; Marketing

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