On the Two-Way Customer Service Model in HRD Practice  

Oleh:

G. Wang, Greg

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Human Resource Development Review vol. 2 no. 4 (Dec. 2003), page 453-458.
Topik: human resource development (HRD); customer service; evaluation; higher education; for-profit higher education
Fulltext: 453HRDR24.pdf (40.9KB)

Isi artikel

Through a discussion on “customer services” in the higher education setting, this article argues that human resource development (HRD)pr actice should follow a similar two-way customer service model. That is, while serving client organizations to improve human performance, HRD professionals should “serve” and adhere to a standard of practice that is based on sound theoretical foundations and professional integrity and educate the clients subsequently. Neglecting the second “customer” may not only jeopardize HRD as a profession but cause additional problems in practice, such as outcome evaluation and measurement. The article also raises the issue of two-way customer services in current for-profit higher education practice.

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