Changing roles of customers: Consequences for HRM

International Journal of Service Industry Management

Volumn 18, Issue 5, 2007, Pages 491-509

  Graf, Albert ^a  

^a UNIVERSITY OF ST GALLEN   (Switzerland)

Author keywords

Customer orientation; Human resource management; Service levels

Indexed keywords

EID: 34848924948     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230710826269     Document Type: Article

References (76)

1. Argote, L. (1982), "Input uncertainty and organizational coordination in hospital emergency units", Administrative Science Quarterly, Vol. 27 No. 3, pp. 420-34.
2. Bendapudi, N. and Leone, R.P. (2003), "Psychological implications of customer participation in co-production", Journal of Marketing, Vol. 67, pp. 14-28.
3. Bitner, M.J., Faranda, W.T., Hubbert, A.R. and Zeithaml, V.A. (1997), "Customer contributions and roles in service delivery", International Journal of Service Industry Management, Vol. 8 No. 3, pp. 193-205.
4. Blancero, D. and Ellram, L. (1997), "Strategic supplier partnering: a psychological contract perspective", International Journal of Physical Distribution & Logistics Management, Vol. 27 Nos 9/10, pp. 616-30.
5. Blancero, D., Johnson, S.A. and Lakshman, C. (1996), "Psychological contracts and fairness: the effect of violations on customer service behaviour", Journal of Market-Focused Management, Vol. 1, pp. 49-63.
6. Bowen, D.E. (1986), "Managing customers as human resources in service organizations", Human Resource Management, Vol. 25, pp. 371-83.
7. Bowen, D.E. and Jones, G.J. (1986), "Transaction cost analysis of service organization-customer exchange", Academy of Management Review, Vol. 11 No. 2, pp. 428-41.
8. Bowen, D.E. and Ostroff, C. (2004), "Understanding HRM-firm performance linkages: the role of the 'strength' of the HRM-system", Academy of Management Review, Vol. 29 No. 2, pp. 203-21.
9. Bowen, D.E. and Schneider, B. (1988), "Services marketing and management: implications for organizational behavior", Research in Organizational Behavior, Vol. 10, pp. 43-80.
10. Bowen, D.E. and Siehl, C. (1997), "The future of human resource management: March and Simon (1958) Revisited", Human Resource Management, Vol. 36 No. 1, pp. 57-63.
11. Cardy, R.L., Gove, S. and DeMatteo, J. (2000), "Dynamic and customer-oriented workplaces - implications for HRM practice and research", Journal of Quality Management, Vol. 5, pp. 159-86.
12. Cavanaugh, M.A. and Noe, R.A. (1999), "Antecedents and consequences of relational components of the new psychological contract", Journal of Organizational Behavior, Vol. 20, pp. 323-40.
13. Chebat, J-C. and Kollias, P. (2000), "The impact of empowerment on customer contact employees' roles in service organizations", Journal of Service Research, Vol. 3 No. 1, pp. 66-81.
14. Chervonnaya, O. (2003), "Customer role and skill trajectories in services", International Journal of Service Industry Management, Vol. 14 No. 3, pp. 347-63.
15. Chung, B.G. and Schneider, B. (2002), "Serving multiple masters: role conflict experienced by service employees", Journal of Services Marketing, Vol. 16 No. 1, pp. 70-87.
16. Cook, L.S., Bowen, D.E., Chase, R.B., Dasu, S., Stewart, D.M. and Tansik, D.A. (2002), "Human issues in service design", Journal of Operations Management, Vol. 20, pp. 159-74.
17. Ferris, G.R., Hall, A.T., Royle, M.T. and Martocchio, J.J. (2004), "Theoretical development in the field of human resources management: issues and challenges for the future", Organizational Analysis, Vol. 12 No. 3, pp. 231-54.
18. Ferris, G.R., Hochwarter, W.A., Buckley, M.R., Harrell-Cook, G. and Frink, D.D. (1999), "Human resources management: some new directions", Journal of Management, Vol. 25 No. 3, pp. 385-415.
19. Foxall, G.R. (1988), "The industrial user as product innovator: markets, hierarchies and patterns of user-initiated innovation", Advances in Consumer Research, Vol. 15, pp. 286-91.
20. Füller, J., Mühlbacher, H. and Rieder, B. (2003), "An die arbeit lieber kunde", Harvard Business Manager, August, pp. 36-45.
21. Gibbert, M., Leibold, M. and Voelpel, S. (2001), "Rejuvenating corporate intellectual capital by co-opting customer competence", Journal of Intellectual Capital, Vol. 2 No. 2, pp. 109-26.
22. Good, D.J. (1990), "Utilizing consumer involvement to market services", Review of Business, Vol. 11 No. 4, pp. 3-6.
23. Gurgul, G., Rumyantseva, M. and Enkel, E. (2002), "Customer integration - establish a constant bilateral knowledge flow", Discussion Paper, No 47, University of St Gallen, St Gallen.
24. Haller, M. (2000), "'Dienstleistung' im Produktkonzept für Financial Services - Konsequenzen für die Versicherung", in Belz, C. and Bieger, T. (Eds), Dienstleistungskompetenz und innovative Geschäftsmodelle, Institut für Versicherungswirtschaft, St Gallen, pp. 268-95.
25. Heskett, J.L. (1987), "Lessons in the service sector", Harvard Business Review, Vol. 65 No. 2, pp. 118-26.
26. Hienerth, C. (2004), "The commercialization of user innovations: sixteen cases in an extreme sporting industry", working paper, Vienna University of Economics and Business Administration, Vienna.
27. Hilb, M. (2002), Transnationales Management der Human-Ressourcen, 2nd ed., Luchterhand, Neuwied.
28. Homburg, C. and Stock, R. (2001), "Der Zusammenhang zwischen Mitarbeiter- und Kundenzufriedenheit: Eine dyadische Analyse", Zeitschrift für Betriebswirtschaft, Vol. 71, pp. 789-806.
29. Hoobler, J.M. and Johnson, N.B. (2004), "An analysis of current human resource management publications", Personnel Review, Vol. 33 No. 6, pp. 665-76.
30. Hornsby, J.S. and Kuratko, D.F. (2003), "Human resource management in US small business: a replication and extension", Journal of Developmental Entrepreneurship, Vol. 8 No. 1, pp. 73-92.
31. House, R.J. and Rizzo, J.R. (1972), "Role conflict and ambiguity as critical variables in a model of organizational behavior", Organizational Behavior & Human Performance, Vol. 7 No. 3, pp. 467-505.
32. Ilgen, D.R. and Pulakos, E.D. (1999), The Changing Nature of Performance: Implications for Staffing, Motivation, and Development, Jossey-Bass, San Francisco, CA.
33. Irons, K. (1994), Managing Service Companies: Strategies for Success, Addison-Wesly, Wokingham.
34. Janowski, J. and Huffstadt, K. (2003), "Kundenorientierung als zentrale Führungsverhaltensdimension - Anforderungen an das Human Resource Management", ZfO - Zeitschrift für Führung und Organization, Vol. 6, pp. 330-4.
35. Kelley, S.W., Skinner, S.J. and Donnellly, J.H. Jr (1992), "Organization socialization of customers", Journal of Business Research, Vol. 25, pp. 197-214.
36. Larsson, R. and Bowen, D.E. (1989), "Organization and customer: managing design and coordination of services", Academy of Management Review, Vol. 14 No. 2, pp. 213-33.
37. Lengnick-Hall, C.A., Claycomb, V. and Inks, L.W. (2000), "From recipient to contributor: examining customer roles and experienced outcomes", European Journal of Marketing, Vol. 34 Nos 3/4, pp. 359-83.
38. Lepak, A. and Snell, S. (1999), "The human resource architecture: toward a theory of human capital allocation and development", Academy of Management Review, Vol. 24 No. 1, pp. 31-48.
39. Lettl, C., Herstatt, C. and Gemünden, H. (2004), "The entrepreneurial role of innovative users: evidence from radical innovations in the field of medical technology", working paper, Technical University, Berlin.
40. Lilien, G., Morrison, P.D., Searls, K., Sonnak, M. and von Hippel, E. (2002), "Performance assessment of the lead user generation process for new product development", Management Science, Vol. 48, pp. 1042-59.
41. Lovelock, C.H. and Young, R.F. (1979), "Look to consumers to increase productivity", Harvard Business Review, Vol. 57, pp. 168-78.
42. Mills, P.K., Chase, R.B. and Margulies, N. (1983), "Motivating the client/employee system as a service production strategy", Academy of Management Review, Vol. 8 No. 2, pp. 301-10.
43. Mills, P.K. and Morris, J.H. (1986), "Client as 'partial' employees of service organizations: role development in client participation", Academy of Management Review, Vol. 11 No. 4, pp. 726-35.
44. Nygaard, A. and Dahlstrom, R. (2002), "Role stress and effectiveness in horizontal alliances", Journal of Marketing, Vol. 66, pp. 61-82.
45. Parkington, J.J. and Schneider, B. (1979), "Some correlates of experienced job stress: a boundary-role study", Academy of Management Journal, Vol. 22, pp. 270-81.
46. Pavlou, P.A. and Gefen, D. (2005), "Psychological contract violation in online marketplaces: antecedents, consequences, and moderating roles", Information Systems Research, Vol. 16 No. 4, pp. 372-99.
47. Peccei, R. and Rosenthal, P. (2001), "Delivering customer-oriented through empowerment: an empirical test of HRM assumptions", Journal of Management Studies, Vol. 38 No. 6, pp. 831-57.
48. Pfeffer, J. (1995), "Producing sustainable competitive advantage through the effective management of people", Academy of Management Executive, Vol. 9 No. 1, pp. 55-72.
49. Pitta, D., Franzak, F. and Katanis, L. (1996), "Redefining new product development teams", Learning to actualize consumer contributions. Journal of Product & Brand Management, Vol. 5 No. 6, pp. 48-60.
50. Prahalad, C.K. and Ramaswamy, V. (2000), "Co-opting customer competence", Harvard Business Review, January/February, pp. 79-87.
51. Prahalad, C.K. and Ramaswamy, V. (2003), "The new frontier of experience innovation", MIT Sloan Management Review, Summer, pp. 12-18.
52. Robinson, S.L. and Rousseau, D.M. (1994), "Violating the psychological contract: not the exception but the norm", Journal of Organizational Behavior, Vol. 15, pp. 245-59.
53. Rogg, K.L., Schmidt, D.B., Shull, C. and Schmitt, N. (2001), "Human resource practices, organizational climate and customer satisfaction", Journal of Management, Vol. 27, pp. 431-49.
54. Russ, G.S., Galang, M.C. and Ferris, G.R. (1998), "Power and influence of the human resources function through boundary spanning and information management", Human Resource Management Review, Vol. 8 No. 2, pp. 125-48.
55. Schlesinger, L.A. and Heskett, J.L. (1994), "Putting the service profit chain to work", Harvard Business Review, Vol. 72 No. 2, pp. 164-74.
56. Schneider, B. (1994), "HRM - a service perspective: towards a customer-focused HRM", International Journal of Service Industry Management, Vol. 5 No. 1, pp. 64-76.
57. Schneider, B. and Bowen, D.E. (1993), "The service organization: human resources management is crucial", Organizational Dynamics, Vol. 21 No. 4, pp. 39-52.
58. Shah, S. (2000), "Sources and patterns of innovation in a consumer products field: innovations in sporting equipment", Working Paper No. 4105, MIT Sloan School of Management, Cambridge, MA.
59. Shah, S. and Tripsas, M. (2004), "When do user-innovators start firms? Towards a theory of user entrepreneurship", Working Paper No. 04-0106, University of Illinois, Chicago, IL.
60. Singh, J. (1993), "Boundary role ambiguity: facets, determinants, and impacts", Journal of Marketing, Vol. 57, pp. 11-31.
61. Singh, J. (1998), "Striking a balance in boundary-spanning positions: an investigation of some unconventional influences of role stressors and job characteristics on job outcomes of salespeople", Journal of Marketing, Vol. 62, pp. 69-86.
62. Singh, J. and Rhoads, G.K. (1991), "Boundary role ambiguity in marketing-oriented positions: a multidimensional, multifaceted operationalization", Journal of Marketing Research, Vol. 28 No. 3, pp. 328-38.
63. Sisson, K. (1990), "Introducing the human resource management journal", Human Resource Management Journal, Vol. 1 No. 1, pp. 1-11.
64. Skaggs, B.C. and Youndt, M. (2004), "Strategic positioning, human capital, and performance in service organizations: a customer interaction approach", Strategic Management Journal, Vol. 25, pp. 85-99.
65. Thomke, S. and von Hippel, E. (2002), "Kunden zu Erfindern machen", Harvard Business Manager, No. 5, pp. 51-60.
66. Ulrich, D. (1998), "A new mandate for human resources", Harvard Business Review, January-February, pp. 124-34.
67. Ulwick, A.W. (2002), "Turn customer input into innovation", Harvard Business Review, January, pp. 91-7.
68. Urban, G.L. and von Hippel, E. (1988), "Lead user analyses for the development of new industrial products", Management Science, Vol. 34, pp. 569-82.
69. Vargo, S.L. and Lusch, R.F. (2004), "Evolving to a new dominant logic for marketing", Journal of Marketing, Vol. 68, pp. 1-17.
70. von Hippel, E. (2001a), "Perspective: user toolkits for innovation", Journal of Product Innovation Management, Vol. 18 No. 4, pp. 247-57.
71. von Hippel, E. (2001b), "Innovation by user communities: learning from open-source software", MIT Sloan Management Review, Summer, pp. 82-6.
72. von Hippel, E. (2005), "Democratizing innovation: the evolving phenomena of user innovation", Journal für Betriebswirtschaft, Vol. 55, pp. 63-78.
73. von Hippel, E. and Katz, R. (2002), "Shifting innovation to users via toolkits", Management Science, Vol. 48 No. 7, pp. 821-33.
74. von Krogh, G. (2003), "Open-source software development", MIT Sloan Management Review, Spring, pp. 14-18.
75. von Krogh, G. (2006), "Customers demand their slice of IP", Harvard Business Review, February, pp. 45-6.
76. Wikström, S. (1996), "Value creation by company-consumer interaction", Journal of Marketing Management, Vol. 12, pp. 359-74.