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Tomar, Avantika
- Customer Oriented Bureaucracy & Flexibility: Interactions & Implications in the Services Industry Context
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Authors
Affiliations
1 Institute of Management Calcutta, IN
1 Institute of Management Calcutta, IN
Source
Indian Journal of Industrial Relations: Economics & Social Dev., Vol 48, No 1 (2012), Pagination: 43-58Abstract
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. This paper emphasizes the need for flexibility as opposed to fit in handling the issues related to CoB (customer oriented bureaucracy). Together human capital flexibility and flexible people management practices can mitigate the ensuing tensions related to CoB and in turn have a positive effect on the firm performance. The paper also highlights that the dichotomy of customer oriented bureaucracy is experienced at both organizational and individual levels.
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Abstract Views :208 |
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Authors
Affiliations
1 Indian Institute of Management Calcutta, IN
1 Indian Institute of Management Calcutta, IN
Source
Indian Journal of Industrial Relations: Economics & Social Dev., Vol 47, No 2 (2011), Pagination: 306-320Abstract
This study seeks to understand the impact that the firm level strategies have on the kind of human resource practices adopted. Several similar studies have been conducted in the Western countries; the paper covers this literature extensively. A set of fifteen HR best practices were studied across various industries such as automobiles, oil&gas, infrastructure, power, chemicals, metals and mining etc in the Indian context. Also, the paper attempts to gauge whether the practices adopted in various organizations are universal to the industry or contingent to their respective corporate strategy - categorized as cost reduction, quality focus and flexible systems.References
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