Market-focused HRM in service organizations: Satisfying internal and external customers

1996 ◽  
Vol 1 (1) ◽  
pp. 31-47 ◽  
Author(s):  
David E. Bowen
Keyword(s):  
Service Organizations

Проблемы оценки качества при проектировании транспортных услуг

2020 ◽  
pp. 30-40
Author(s):  
S.U. Lyapina ◽  
◽  
V.N. Tarasova ◽  
V.B. Ruchkin ◽  
E.O. Koscheeva ◽  
...  
Keyword(s):  
Life Cycle ◽  
Business Processes ◽  
Service Industries ◽  
Service Organizations ◽  
Quality Of Services ◽  
Market Failures ◽  
Expert Opinions ◽  
Service Life Cycle ◽  
Quantitative Indicators

The quality issues of new services directly affect the competitiveness of service organizations. However, the introduction of new services to the market is often limited only to the construction of the logistics of business processes, and the design applies only to technological equipment and infrastructure, the quality of which ultimately does not always ensure the quality of the services provided. At the same time, quality management affects mainly operational aspects, that is, it covers the later stages of the service life cycle. In resource-intensive service industries (for example, transport, communications, etc.), the high cost of equipment and infrastructure reduces the possibility of changes in service delivery technologies to improve their quality, which leads to inefficiency and market failures due to the fact that the new service does not match the real needs of customers. Despite this, forecasting and planning the quality of a service at the stage «making a decision» to launch a new service on the market remains largely without sufficient attention. The authors prove the need to design the quality of services at the stage «making a decision» to bring new services to the market. The purpose of the article is to describe the approach developed by the authors to assessing the quality of projected services at the early stages of their life cycle, which makes it possible to integrate qualitative and quantitative indicators of the future service and take into account the forecast requests of customers. The proposed approach has two features: (1) forecasting customer requirements for the quality of services is based on the results of machine learning based on data on existing and potential customers, as well as on the basis of the accumulated knowledge base of customer experience and expert opinions; (2) multi-criteria optimization is used, while some of the optimized parameters are discrete and high-quality. In conclusion, the authors demonstrated the advantages of the developed model on the examples of transport and logistics business in the field of passenger and freight transportation in Russia.

scholarly journals Enacting Service Work in a Changing World: Time for a Dialogue

2021 ◽  
pp. 109467052198945
Author(s):  
Mahesh Subramony ◽  
Markus Groth
Keyword(s):  
Boundary Spanning ◽  
Service Organizations ◽  
Service Work ◽  
Frontline Employees ◽  
Service Worker ◽  
Service Workers ◽  
Interdisciplinary Dialogue ◽  
Sector Service ◽  
Perfect Storm ◽  
Changing World

Service work is rapidly evolving as a result of technological innovations, changing employment norms, and a variety of environmental challenges. Yet, the scope of service work scholarship appears to be restricted to traditional frontline employees occupying boundary-spanning positions in formal private-sector service organizations. Given the “perfect storm” of multiple disruptions, we believe that the time is ripe for service scholars to reexamine how service work is being (and will be) enacted in a changing world. In this editorial, we propose an expansion of the “service worker” construct, recommend a deeper exploration of the experiences of service workers, and call to situate these experiences within an evolving service work ecosystem. Our aim is to spark interdisciplinary dialogue related to service work in order to foster service scholarship and practice that are responsive to the changing world.

The carceral production of transgender poverty: How racialized gender policing deprives transgender women of housing and safety

2021 ◽  
pp. 146247452110178
Author(s):  
Dilara Yarbrough
Keyword(s):  
Public Space ◽  
Transgender Women ◽  
Service Organizations ◽  
Survival Strategies ◽  
Poor People ◽  
Gender Policing ◽  
Transitional Living ◽  
Laws And Policies ◽  
And Migration ◽  
Racialized Gender

Based on interviews and ethnography, this article analyzes how racialized gender policing in public space and service organizations deprives transgender women of survival resources. Although transgender women are disproportionately the targets of enforcement, most studies of the criminalization of homelessness, drug use, sex work and migration exclude their experiences. Studies that do include transgender women often focus narrowly on anti-prostitution laws and enforcement, overlooking other laws and policies that contribute to criminalization and poverty. This article analyzes the confluence between policing of transgender women’s identities and survival strategies in public space and in agencies meant to serve poor people (including shelters, drug treatment facilities and transitional living programs). Laws regulating access to public space combine with rules regulating gender in service organizations to both criminalize and create transgender poverty. More broadly, the carceral production of transgender poverty demonstrates that criminalization is not only a consequence but also a cause of both poverty and inequality.

scholarly journals Final Lines of Defense: Explaining Policy Advocacy by Immigrant-Serving Organizations

2021 ◽  
Vol 0 (0) ◽  
Author(s):  
Maria Apolonia Calderon ◽  
Daniel E. Chand ◽  
Daniel P. Hawes
Keyword(s):  
Human Service ◽  
Nationwide Survey ◽  
Human Service Organizations ◽  
Service Organizations ◽  
Policy Advocacy ◽  
Law Enforcement Agencies ◽  
Chief Executives ◽  
Local Law Enforcement ◽  
Nonprofit Human Service Organizations ◽  
Nonprofit Advocacy

Abstract Nonprofit scholars have developed a rich literature on nonprofit advocacy. While the literature is rich, however, gaps remain in our collective knowledge, especially regarding specific sectors of nonprofit human service organizations. Here, we apply existing theory on advocacy by human service organizations to an important subset of the nonprofit community, that being immigrant-serving organizations (ISOs). Most prior research on nonprofit advocacy has not focused on politically polarized issues, such as contemporary immigration policy. Using a nationwide survey of ISOs, we find that unlike other types of human service organizations, the majority of ISOs do engage in at least some forms of policy advocacy. However, those that report using the H-election status on their Form 990s are significantly more likely to engage in advocacy and do so to a wide variety of policymakers, including legislators, chief executives, and even local law enforcement agencies. H-election groups are also more likely to perceive their advocacy activities as effective. These findings add to the evolving knowledge on when and how human service groups seek policy change for marginalized groups.

scholarly journals Operations management body of knowledge and its relevance to manufacturing and service organizations

2018 ◽  
Vol 25 (4) ◽  
pp. 373-389 ◽  
Author(s):  
Jurandir Peinado ◽  
Alexandre Reis Graeml ◽  
Fernando Vianna
Keyword(s):  
Operations Management ◽  
Lean Manufacturing ◽  
Process Management ◽  
Work Organization ◽  
The Body ◽  
Service Organizations ◽  
Manufacturing Companies ◽  
Content Type ◽  
Service Companies ◽  
Body Of Knowledge

Purpose The purpose of this paper is to assess the differences in importance assigned by manufacturing or service organizations to topics related to operations management and its attendant body of knowledge. Design/methodology/approach The authors did this by cataloguing and analyzing vacancy announcements related to operations management, presented by manufacturing and services companies in major Brazilian human resources websites. Findings The results show that manufacturing companies primarily hire personnel with skills in routine process management, quality management, lean manufacturing, ergonomics and work organization. Service companies generally seek professionals with knowledge and experience in logistics, supply chain management and project management. Research limitations/implications This study presents some limitations that reduce the power of its conclusions. There is some degree of subjectivity in the interpretation of the contents of the analyzed ads. In order to reduce this problem, the authors who did the tabulation of data marked the situations for which there were some doubts about the classification, discussing them with the other author, until they reached a consensus on the best way to classify each one. Originality/value The discussion about the importance assigned by manufacturing and service companies to the topics of operations management is crucial for not only the results obtained, but also to stimulate the debate on topics that comprise or should comprise the body of knowledge of operations management, and the way they are incorporated into business practice. This provides an additional opportunity to reflect on the potential of operations management in supporting business managers now and in the future.

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