search query: @author Noel, J. L. / total: 3
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| Author: | Noel, J. L. Ulrich, D. Mercer, S. R. |
| Title: | Customer education: a new frontier for human resource development (Konsumenten) |
| Journal: | Human Resource Management
1990 : WINTER, VOL. 29:4, p. 411-434 |
| Index terms: | |
| Freeterms: | ZWISCHENBETRIEBLICHE ZUSAMMENARBEIT, KUNDENDIENST, MARKETINGSTRATEGIE, ZUKUNFTSFORSCHUNG, PERSONALFÜHRUNG |
| Language: | eng |
| Abstract: | Learning to better serve customers through marketing research, customer involvement in technology and design, and after sales service are the keys to improved customer service. Recently, attention focused not only on serving customer needs, but anticipating them in meeting tomorrow's customer needs today through predicting and acting on future, not present, needs. Customer education, or the active involvement of customers, is one way to enhance customer anticipation. Four cases inside GE illustrate its implications for HR and suggest ways in which firms can implement a customer education strategy. |
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