Managing customers as human resources in service organizations

David E. Bowen

Research output: Contribution to journalArticlepeer-review

336 Scopus citations


On‐site service encounters blur the organizational boundary between employees and customers. The strategic trade‐offs involved in having customers on‐site, and the HRM practices that can influence the satisfaction and performance of customers within the organization, are described. Central points include the HRM practices that foster a climate for service and that provide customers the role clarity, ability, and motivation they require to contribute to service production and delivery.

Original languageEnglish (US)
Pages (from-to)371-383
Number of pages13
JournalHuman Resource Management
Issue number3
StatePublished - 1986
Externally publishedYes

ASJC Scopus subject areas

  • Management of Technology and Innovation
  • Applied Psychology
  • Organizational Behavior and Human Resource Management
  • Strategy and Management


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