Organization design for service excellence: A review of the literature

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Abstract

It is commonly accepted that service excellence can enhance the competitive advantage of a firm. Two critical success factors in this regard are evaluated in this article: First, how best to structure an organization in order to provide flexibility in satisfying customer needs, and second, how certain human resource practices help create and improve customer service. © 1996 by John Wiley & Sons, Inc.

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Horwitz, F. M., & Neville, M. A. (1996). Organization design for service excellence: A review of the literature. Human Resource Management. Wiley-Liss Inc. https://doi.org/10.1002/(SICI)1099-050X(199624)35:4<471::AID-HRM3>3.0.CO;2-T

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