10.4225/03/5938ab8101ebe
Bennington, Lynne
Lynne
Bennington
Cummane, James
James
Cummane
Linking Employees to Customers: Employee Involvement and Quality Mapping
Monash University
2017
Blueprints
1997
TQM
Empowerment
Customer focus
HRM
Quality mapping
monash:7092
1959.1/36658
Quality programs
Internal marketing
Service maps
Employee involvement
Job descriptions
2017-06-08 01:42:23
Journal contribution
https://bridges.monash.edu/articles/journal_contribution/Linking_Employees_to_Customers_Employee_Involvement_and_Quality_Mapping/5090254
Employee involvement and connecting employees to customers have both been acknowledged as important components of any service quality improvement program. In practice, though, many quality efforts fail. Quality mapping, a variation on service mapping and an innovative human resource management process, is proposed as a practical methodology to facilitate the involvement of employees in service delivery management and to link employees to customers and to business strategy. It requires changes to the traditional roles of both HRM and marketing.