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Customer Centricity and People Management

In: Do We Need HR?

Author

Listed:
  • Paul Sparrow

    (Lancaster University)

  • Martin Hird

    (Lancaster University)

  • Cary L. Cooper

    (Lancaster University)

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.

Suggested Citation

  • Paul Sparrow & Martin Hird & Cary L. Cooper, 2015. "Customer Centricity and People Management," Palgrave Macmillan Books, in: Do We Need HR?, chapter 0, pages 54-85, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-137-31377-5_3
    DOI: 10.1057/9781137313775_3
    as

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