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Service Personnel and Their Management

In: Service Management

Author

Listed:
  • John R. Bryson

    (The University of Birmingham)

  • Jon Sundbo

    (Roskilde University)

  • Lars Fuglsang

    (Roskilde University)

  • Peter Daniels

    (The University of Birmingham)

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.

Suggested Citation

  • John R. Bryson & Jon Sundbo & Lars Fuglsang & Peter Daniels, 2020. "Service Personnel and Their Management," Springer Books, in: Service Management, edition 1, chapter 6, pages 105-128, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-52060-1_6
    DOI: 10.1007/978-3-030-52060-1_6
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