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Double play: creating the sport customer experience using an interdisciplinary framework for managing service employees

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Abstract:

This study investigated high-performance Human Resource Management (HPHRM) practices and social identification processes among part-time frontline service staff of five professional sport clubs. Significant effects of HPHRM practices and employees' identification with club and with customers emerged, influencing employees' customer orientation. We discuss managerial tactics to enhance identification and HPHRM practices as well as future research directions directed at developing techniques for enhancing customer orientation.

Keywords: CUSTOMER IDENTIFICATION; CUSTOMER ORIENTATION; HIGH PERFORMANCE HUMAN RESOURCE MANAGEMENT; ORGANISATIONAL IDENTIFICATION; SERVICES MARKETING AND MANAGEMENT; SPORT ORGANISATIONS

Document Type: Research Article

DOI: http://dx.doi.org/10.1362/026725708X273939

Publication date: February 1, 2008

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