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| Author: | Novicevic, M. M. (et al.) |
| Title: | Customers cocreating value with the firm: implications for IHRM |
| Journal: | International journal of human resource management
2011 : JAN, VOL. 22:1-3, p. 746-761 |
| Index terms: | customers participation customer relationship management (CRM) international human resource management |
| Freeterms: | governance |
| Language: | eng |
| Abstract: | The purpose of this article is to develop a theoretical framework for governing an organization's relationships with customers engaged as contributors to the organization's business processes. Based on the suggested framework, it is explained how appropriate customer-centric human resource management (HRM) practices can support more cost-effective and accommodating adaptations in the organization's governance of its relationships with customers. The collaborating customers not only provide the information necessary for the successful performance of the service exchange, but also contribute human and social capital in performing tasks that are a complement to or a substitute for employee tasks. |
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