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Business & Economics Human Resources & Personnel Management

HR at Your Service

Lessons from Benchmark Service Organizations

by (author) Gary P. Latham & Robert C. Ford

Publisher
Society For Human Resource Management
Initial publish date
Apr 2012
Category
Human Resources & Personnel Management, Management
  • eBook

    ISBN
    9781586442781
    Publish Date
    Apr 2012
    List Price
    $15.99
  • Paperback / softback

    ISBN
    9781586442477
    Publish Date
    Mar 2012
    List Price
    $34.95

Classroom Resources

Where to buy it

Description

Focusing on the day-to-day delivery of quality service that can drive a successful partnership between the Human Resources (HR) department and the rest of the company, this handbook demonstrates how HR managers can and must ensure that their teams develop the ability to anticipate and attend to the needs, wants, and expectations of managers and their employees. As it provides practical tools and guidance on building world-class HR departments, this guide aids HR leaders to plan for future client needs, conduct internal audits, and hire as well as reward customer-centric individuals.  Lessons learned from thriving businesses, such as Walt Disney Co., Marriott International Inc., and Darden’s restaurants, are also applied and explained in the HR context.  

About the authors

Contributor Notes

Robert C. Ford is a professor of management in the College of Business Administration at the University of Central Florida. He is the author of several books, including Managing the Guest Experience in Hospitality. Gary P. Latham is Secretary of State Professor of Organizational Behaviour in the Rotman School of Management at the University of Toronto. He is also the author of several books, including Becoming the Evidence-Based Manager: Making the Science of Management Work for You.