PARTICULARITIES OF HUMAN RESOURCES MANAGEMENT WITHIN THE SERVICES SECTOR AND CUSTOMER BEHAVIOR
Journal Title: MANAGERIAL CHALLENGES OF THE CONTEMPORARY SOCIETY - Year 2016, Vol 9, Issue 2
Abstract
In the contemporary society, the third sector, defined as the economy of services, plays a preponderant role with respect to GDP contribution, employment and sustaining the development of the standard of living and quality of life. This sector is characterized by the achievement of some intangible „products”, firstly based on knowledge. Unlike the tangible products, in case of service delivery, a major part of the personnel (the "front line" personnel) are found in a direct contact with the customers (service users) and they have more complex assignments and requirements, such as: (a) to inform the customer, to provide services, to negotiate and trade the service; (b) to make the delivery itself; (c) to value the contact with the user to build and reinforce the organization's image, (d) to collect information as a marketer. The HR management in the services sector has the fallowing issues: new methods of motivations, careful selection, based on rational and emotional intelligence skills, personnel training and development, oriented towards knowing the service and behavior in contact with the customers, setting work procedures and performance standards. The research led to the discovery of a typology of the ineffective and effective providers, also to a few modalities to recognize the customers purchase behaviors.
Authors and Affiliations
M. CHEIKH
Keywords
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