Customer Oriented Bureaucracy & Flexibility: Interactions & Implications in the Services Industry Context
Published: 2012
Author(s) Name: Avantika Tomar and Amit Dhiman |
Author(s) Affiliation: Indian Institute of Management Calcutta
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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.
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.
Keywords: N.A.
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