Kundinriktad HRM - Chefers upplevelser om HRM som en faktor till skapandet av ökad kundorientering
(2019) In Kundinriktad HRM - Chefers upplevelser om HRM som en faktor till skapandet av ökad kundorientering KSMK65 20191Department of Service Studies
- Abstract (Swedish)
- I denna fallstudie undersöks och analyseras frågeställningen utifrån chefers upplevelser inom ett internationellt tillverkande bolag i industribranschen.
Sättet att hantera både kunder och medarbetare blir allt mer betydelsefullt för att konkurrera med service. Chefernas roll blir i samband med detta avgörande för att uppnå organisatoriska mål och god extern serviceleverans.
Syftet med studien är att öka kunskapen, förbättra förståelsen och belysa
betydelsen av HRM inom fältet för service management och tjänstevetenskap. Ambitionen är att ytterligare förstärka sambandet mellan fälten Service Management och Human Resource Management.
Studien visar att chefer upplever att de har en betydande roll i skapandet av ökad kundinriktning... (More) - I denna fallstudie undersöks och analyseras frågeställningen utifrån chefers upplevelser inom ett internationellt tillverkande bolag i industribranschen.
Sättet att hantera både kunder och medarbetare blir allt mer betydelsefullt för att konkurrera med service. Chefernas roll blir i samband med detta avgörande för att uppnå organisatoriska mål och god extern serviceleverans.
Syftet med studien är att öka kunskapen, förbättra förståelsen och belysa
betydelsen av HRM inom fältet för service management och tjänstevetenskap. Ambitionen är att ytterligare förstärka sambandet mellan fälten Service Management och Human Resource Management.
Studien visar att chefer upplever att de har en betydande roll i skapandet av ökad kundinriktning genom personalrelaterade aktiviteter som överensstämmer med verksamhetens inre och yttre faktorer. Förutsättningar för det är i detta fall att cheferna innehar kundförståelse, uppmuntrar serviceinriktade beteenden, rekryterar in värdefull kompetens, utvecklar rätt serviceförmåga och skapar förståelse för serviceprocessens helhet. Genom detta, vilket kan benämnas som kundinriktat HRM, ökar förmågan till god extern servicekvalitet levereras. Service är dock ett komplext ämne då värde av servicen är subjektivt, vilket kräver att aktörer inom verksamheten innehar kunskap om vad den specifika kunden behöver och förväntar sig. Därefter kan chefer utföra specifikt anpassad kundinriktad HRM. (Less) - Abstract
- In this case study essay, the issue is examined and analyzed on the basis of managers' experiences within an internationally manufacturing company in the industrial industry.
The way to handle both customers and employees is becoming increasingly
important to compete with service. The role of the managers becomes associated with this for achieving organizational goals and delivering external service.
The purpose of the study is to increase knowledge, improve understanding
and illustrate the importance of HRM in the field of Service Management
and Service Science. The ambition is to further strengthen the relationship
between the fields of Service Management and Human Resource Management.
The conclusions of the study is that... (More) - In this case study essay, the issue is examined and analyzed on the basis of managers' experiences within an internationally manufacturing company in the industrial industry.
The way to handle both customers and employees is becoming increasingly
important to compete with service. The role of the managers becomes associated with this for achieving organizational goals and delivering external service.
The purpose of the study is to increase knowledge, improve understanding
and illustrate the importance of HRM in the field of Service Management
and Service Science. The ambition is to further strengthen the relationship
between the fields of Service Management and Human Resource Management.
The conclusions of the study is that Managers feel that they have a significant role in the creation of increased customer orientation through staff-related activities that agrees with the internal and external factors of the business. In this case, the prerequisites are that the managers have customer understanding, encourage service-oriented behaviors, recruit valuable skills, develop the right service capacity and create an understanding of the service process as a whole. By this, which can be referred to as customer-oriented HRM, increases the ability to good external service quality is delivered. However, service is a complex subject then value of the service is subjective, which requires operators in the business to obtain the knowledge of what every customer needs and expects. Then managers can perform customized customer-focused HRM. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/9032861
- author
- Johansson, Malin and Åkerlund, Sara-Lotta LU
- supervisor
- organization
- alternative title
- Customer-oriented HRM - Managers' experiences of HRM as a factor in the creation of increased customer orientation
- course
- KSMK65 20191
- year
- 2019
- type
- M2 - Bachelor Degree
- subject
- keywords
- Service Management, Servicification, Tjänstevetenskap, Tjänstefiering, Human Resource Management, HRM, Customer-Oriented HRM, Kundinriktad HRM
- publication/series
- Kundinriktad HRM - Chefers upplevelser om HRM som en faktor till skapandet av ökad kundorientering
- language
- Swedish
- id
- 9032861
- date added to LUP
- 2020-12-16 09:19:20
- date last changed
- 2020-12-16 09:19:20
@misc{9032861,
abstract = {{In this case study essay, the issue is examined and analyzed on the basis of managers' experiences within an internationally manufacturing company in the industrial industry.
The way to handle both customers and employees is becoming increasingly
important to compete with service. The role of the managers becomes associated with this for achieving organizational goals and delivering external service.
The purpose of the study is to increase knowledge, improve understanding
and illustrate the importance of HRM in the field of Service Management
and Service Science. The ambition is to further strengthen the relationship
between the fields of Service Management and Human Resource Management.
The conclusions of the study is that Managers feel that they have a significant role in the creation of increased customer orientation through staff-related activities that agrees with the internal and external factors of the business. In this case, the prerequisites are that the managers have customer understanding, encourage service-oriented behaviors, recruit valuable skills, develop the right service capacity and create an understanding of the service process as a whole. By this, which can be referred to as customer-oriented HRM, increases the ability to good external service quality is delivered. However, service is a complex subject then value of the service is subjective, which requires operators in the business to obtain the knowledge of what every customer needs and expects. Then managers can perform customized customer-focused HRM.}},
author = {{Johansson, Malin and Åkerlund, Sara-Lotta}},
language = {{swe}},
note = {{Student Paper}},
series = {{Kundinriktad HRM - Chefers upplevelser om HRM som en faktor till skapandet av ökad kundorientering}},
title = {{Kundinriktad HRM - Chefers upplevelser om HRM som en faktor till skapandet av ökad kundorientering}},
year = {{2019}},
}