Customer Centricity and People Management

Paul Sparrow, Martin Hird and Cary L. Cooper
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Paul Sparrow: Lancaster University
Martin Hird: Lancaster University
Cary L. Cooper: Lancaster University

Chapter Chapter 3 in Do We Need HR?, 2015, pp 54-85 from Palgrave Macmillan

Abstract: Abstract We have chosen customer centricity as the second of our strategic performance drivers because we believe that senior HR leaders need to be fully aware of the concept in order to understand its relevance for their particular business. Most HR Directors have for several years now picked up on the service-profit chain to argue a link between employee engagement and performance. But as they work with the other functions — notably marketing and operations — on problems of customer centricity, they can see that they need to realign their own resources accordingly to deal with the people and organizational challenges that this performance driver entails.

Keywords: Customer Satisfaction; Customer Relationship; Mass Customization; Performance Driver; Frontline Staff (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-31377-5_3

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DOI: 10.1057/9781137313775_3

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