Organization design for service excellence: A review of the literature

Frank M. Horwitz

41 citations0/0 files storedHuman Resource Management

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Customer Service Quality and Loyalty Management and Organizational Practices Organizational Management and Innovation

Abstract

It is commonly accepted that service excellence can enhance the competitive advantage of a firm. Two critical success factors in this regard are evaluated in this article: First, how best to structure an organization in order to provide flexibility in satisfying customer needs, and second, how certain human resource practices help create and improve customer service. © 1996 by John Wiley & Sons, Inc.

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