The customer orientated bureaucracy 2276 words | 10 pages follow the cob and recruit on just customer orientation and not on the skills of the trade then they will not get a person with the knowledge to sell.
Describes a form of work organization that seeks to balance routinization and efficiency with a customer focus the term was coined by employment relations theorist, marek korczynski, to highlight the tensions within some service sector organizations which seek to convey the impression that the customer is in control (is sovereign) whilst ensuring this is done through cost-effective, profit. Request pdf on researchgate | on jan 1, 2001, m korczynski and others published the contradictions of service work: call centre as customer-oriented bureaucracy''in sturdy. A critique of the `customer oriented bureaucracy' theory on front-line service worker collectivism paul brook manchester metropolitan university business school, p [email protected] ac uk work, employment and society.
Abstract customer oriented bureaucracy is the creation of a fragile social order with dual imperatives of efficiency and customer focus human capital flexibility and flexible people management system are critical in the service industry due to the features of simultaneity, variability and intangibility. Read this business research paper and over 88,000 other research documents the customer orientated bureaucracy introduction customer oriented bureaucracy (cob) is an amalgamation of the two conflicting images of service work these being new service. Home » journal » indian journal of industrial relations » volume 53 issue 1 » viewing hotel industry through customer oriented bureaucracy viewing hotel industry through customer oriented bureaucracy indian journal of industrial relations it occurs in the pursuit of dual, contradictory goals of efficiency and being customer-oriented.
Direct contact with the customer in any service interaction creates a unique set of challenges for both the employer as well as the front-line service worker it occurs in the pursuit of dual. The customer orientated bureaucracy this research paper the customer orientated bureaucracy and other 64,000+ term papers, college essay examples and free essays are available now on reviewessayscom autor: review • april 12, 2011 • research paper • 2,321 words (10 pages) • 1,272 views.
Customer-orientated bureaucracy – literature review introduction customer-driven service management was perceived to be a key towards achieving the competitive edge.
An operations-oriented management contrasts with a customer-oriented management style a company invested in an operations orientation focuses its resources on designing and monitoring business operations and production as the main driver of business success.