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| Author: | Miller, J.S. Johnson, S.A. |
| Title: | Double play: Creating the sport customer experience using an interdisciplinary framework for managing service employees |
| Journal: | Journal of Marketing Management
2008 : VOL. 24:1-2, p. 87-112 |
| Index terms: | service marketing customers sports industry human resource management part-time workers employees organizations |
| Language: | eng |
| Abstract: | This study explores high-performance Human Resource Management (HPHRM) practices and social identification processes among part-time frontline service staff in five professional sport clubs. There are found significant effects of HPHRM practices and employees' identification with club and with customers, influencing employees' customer orientation. Managerial tactics to enhance identification and HPHRM practices as well as future research directions are discussed. |
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