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Essay / Research Paper Abstract
This 21 page paper is a literature review looking at the areas of HRM strategy that will impact on the way a firm provides high levels of service quality. The paper discusses issues such as recruitment, retention, the development of employees’ skills and access to resources and employee engagement and how these may influence the level of service employees provide to customers. The bibliography cites 25 sources.
Page Count:
21 pages (~225 words per page)
File: TS14_TEservlitr.rtf
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Unformatted sample text from the term paper:
or Treat Employers as Internal Customers 8 2.2.2 Measure and Reward Strong Service Performers 12 2.2.3 Include Employees in the Company Vision 14 2.3 DEVELOPMENT OF EMPLOYEES TO DELIVER QUALITY SERVICE 14 2.3.1 Empower Employees 14 2.3.2 Train for Technical
and Interactive Skills 15 2.3.3 Promote Teamwork 17 2.4 SUPPORT SYSTEMS 19 2.4.1 Internal Systems and Technology 19 2.4.2 Internal Systems and Technology 21 2.4.3 Measure Internal Service Quality 22 3. EMPLOYEE ENGAGEMENT 22 4. CONCLUSION 25 REFERENCES 26 1. Introduction
There is a wealth of evidence that where there are high levels of customer services provided by a firm there is a greater potential for the
firm to benefit from loyalty customers and the transformation of customers into fans or advocates (Kotler and Keller, 2008). Firms may seek to ensure that there is a customer service
orientation, for this to be effective the employees need to buy into the customer service orientation, as it is the employees who provide that service (Huczynski and Buchanan, 2007). The
employees need to be provided with the right resources, this may include back up systems as well as training and skills to undertake the tasks as needed (Giardini and Frese,
2008). Employers can undertake a number of strategies that will lead to the employees providing a high level of satisfaction. 2. Zeithamls Model Zeithaml (et al, 2006) has presented a
comprehensive model that looks at how leadership and culture will impact on the service levels provided by employees. The leadership and culture will impact on the way different function with
the organizations take place; functions that will impact on the employees and the way that they provide services (Zeithaml et al, 2006). These were divided into 4 areas; recruitment, retention
development and support systems. All of these will play an important role in the way employees have the ability to provide a high level of service. Each of these areas
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