search query: @author Ulrich, D. / total: 12
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| Author: | Ulrich, D. |
| Title: | Tie the corporate knot: Gaining complete customer commitment. |
| Journal: | Sloan Management Review
1989 : SUMMER, VOL. 30:4, p. 19-27 |
| Index terms: | CUSTOMERS ORGANIZATIONAL DESIGN ORGANIZATIONAL DEVELOPMENT CONSUMER SATISFACTION |
| Language: | eng |
| Abstract: | In the turbulent and increasingly competitive 1990s, firms need to go beyond customer satisfaction to focus on customer commitment. This later, not so familiar concept is explained. It is argued that in order to achieve a strong, sustained bond with customers, firms should consider involving them in human resource practices such as hiring , training, development, and organization design. Using human resource practices to develop complete customer commitment is a responsibility shared between line and human resource managers. |
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