Customer contributions to quality: a different view of the customer-oriented firm

Article Abstract:

Regardless of the specific tools and methods a firm adopts or what quality experts an organization follows, managing for quality and competitive advantage means a firm must become customer oriented. Unfortunately, many quality-management programs and efforts to enhance competitiveness take a rather limited view of potential customer involvement in the process. This article first examines familiar roles that customers play in both manufacturing and service organizations. Then, insights from organization theory, services marketing, strategic management, and total quality concepts are integrated to develop both a conceptual model and 10 propositions based on a more complex view of potential customer contributions to competitive quality. Both a research agenda and ideas for improved organizational practice are discussed. (Reprinted by permission of the publisher.)

Models, Customer relations, Total quality management

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Strategic human resources management: a review of the literature and a proposed typology

Article Abstract:

Past efforts to relate the management of human resources to a firm's business strategy have taken three approaches: matching managerial style or personnel activities with strategies, forecasting manpower requirements given certain strategic objectives or environmental conditions, and presenting means for integrating human resource management into the overall effort to match strategy and structure. In this article, the literature on each of these approaches is reviewed, and a typology is presented that posits a reciprocal interdependence between a firm's business strategy and its human resources strategy. Implications for research and practice are discussed. (Reprinted by permission of the publisher.)

Research, Analysis, Management research

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HR's role in building relationship networks

Article Abstract:

The success of a firm depends upon the kind of relationships it enjoys within its workgroups. This article describes how the human resource (HR) professionals can play an important part in building the kind of relationships that can turn social capital into competitive advantage.

United States, Forecasts, trends, outlooks, Management dynamics, Business Personnel Management, Management, Forecasts and trends, Market trend/market analysis, Company business management, Human resource directors

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