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| Author: | Schneider, B. |
| Title: | The Human Side of Strategy: Employee Experiences of Strategic Alignment in a Service Organization |
| Journal: | Organizational Dynamics
2003 : MAY, VOL. 32:2, p. 122-141 |
| Index terms: | ORGANIZATION HUMAN RESOURCE MANAGEMENT STRATEGY |
| Language: | eng |
| Abstract: | The paper presents a case study of a bank, illustrating how service excellence results from a tightly aligned and mutually reinforcing set of service-focused internal human resource processes. The interrelated roles of service strategy, culture, and tradition are highlighted in the paper, and the ways that human resources (HR) practices maintain and enhance these key issues are identified. The authors detail contemporary thinking about services and about service organization effectiveness in a brief introduction. Next, the authors introduce alignment as a central theme useful for thinking about how internal organizational processes can be managed for optimal accomplishment of an organization's strategic objectives- in the present case, service quality. |
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