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ISSN 0958-5192, Online ISSN: 1466-4399
Publisher: Routledge, part of the Taylor & Francis Group
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Introduction: service work and its implications for HRM
Frenkel, Stephen J.
The adoption of innovative work practices in service establishments
Hunter, Larry W.
National skill-creation systems and career paths for service workers: hotels in the United States, Germany and the United Kingdom
Finegold, David; Wagner, Karin; Mason, Geoff
Organizing work to support relational co-ordination
Gittell, Jody Hoffer
Strategic segmentation in front-line services: matching customers, employees and human resource systems
Front-line responses to customer orientation programmes: a theoretical and empirical analysis
Peccei, Riccardo; Rosenthal, Patrice
Beyond ‘unloving care’: linking human resource management and patient care quality in nursing homes
Eaton, Susan C.
Stepping into the kitchen: lay clients as co-producers of a professional service