Managing customers as human resources in service organizations
探讨了服务组织中顾客在场时如何通过人力资源管理实践提升顾客的满意度与绩效，强调为顾客提供角色清晰度、能力和动机以促进服务生产与交付。
Abstract On‐site service encounters blur the organizational boundary between employees and customers. The strategic trade‐offs involved in having customers on‐site, and the HRM practices that can influence the satisfaction and performance of customers within the organization, are described. Central points include the HRM practices that foster a climate for service and that provide customers the role clarity, ability, and motivation they require to contribute to service production and delivery.