Service Personnel and Their Management

John R. Bryson (), Jon Sundbo (), Lars Fuglsang () and Peter Daniels ()
Additional contact information
John R. Bryson: The University of Birmingham
Jon Sundbo: Roskilde University
Lars Fuglsang: Roskilde University
Peter Daniels: The University of Birmingham

Chapter 6 in Service Management, 2020, pp 105-128 from Springer

Abstract: Abstract Service work involves the delivery of standardized services, often involving learnt scripts, or customized services. This chapter explores employees’ performance and the management of service personnel. The chapter begins by examining the particular characteristics of service work and the requirements for service personnel. ‘Service’ is enacted in very different industries or economic activities and the nature of the core service work undertaken is often completely different between industries. Service work is extremely heterogeneous, but it involves complex interactions between service employees and their customers. Service employees need to be service minded, flexible and be able to co-create service experiences with customers. The emergence of new forms of service work including employment within the gig economy is explored. The chapter concludes by exploring the management of service personnel focusing on human resource management tasks that service managers must address in response to the peculiar characteristics of service work.

Keywords: Co-creation of services; Service employee competencies; Recruitment; Human resource management; Service-mindedness; Emotional labour; Gig economy (search for similar items in EconPapers)
Date: 2020
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-52060-1_6

Ordering information: This item can be ordered from
http://www.springer.com/9783030520601

DOI: 10.1007/978-3-030-52060-1_6

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().