haku: @author Folger, R. / yhteensä: 4
viite: 2 / 4
| Tekijä: | Bowen, D. Gilliand, S. Folger, R. |
| Otsikko: | HRM and service fairness: how being fair with employees spills over to customers |
| Lehti: | Organizational Dynamics
1999 : WINTER, VOL. 27:3, p.7-23 |
| Asiasana: | HUMAN RESOURCE MANAGEMENT EMPLOYEES CUSTOMERS |
| Kieli: | eng |
| Tiivistelmä: | All of us want to be treated fairly -- both as employees and customers. Managers must honor several "justice principles" if both their employees and customers are to feel fairly treated. Specifically, for employees, these "justice principles" underlie fair human resource management (HRM) practices in hiring, performance appraisal, and rewards. Customers expect similar "justice principles" to be respected with regards to fair service delivery and service recovery. |
SCIMA