search query: @author Horwitz, F. M. / total: 3
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| Author: | Horwitz, F. M. Neville, M. A. |
| Title: | Organization design for service excellence. A review of the literature (Organisationsstruktur) |
| Journal: | Human Resource Management
1996 : WINTER, VOL. 35:4, p. 471-492 |
| Index terms: | |
| Freeterms: | UNTERNEHMENSSTRATEGIE, KUNDENDIENST, UNTERNEHMENSSTRUKTUR, PERSONALFÜHRUNG |
| Language: | eng |
| 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. |
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