HR at Your Service

HR at Your Service : Lessons from Benchmark Service Organizations

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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, thisguide 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."show more

Product details

  • Paperback | 220 pages
  • 152.4 x 226.06 x 15.24mm | 294.83g
  • Society for Human Resource Management
  • Alexadria, VA, United States
  • English
  • 1586442473
  • 9781586442477
  • 1,866,628

About Gary P. Latham

Gary P. Latham is Secretary of State Professor of Organizational Behaviour in theRotman 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." 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." He lives in Orlando, Florida."show more

Review quote

"Latham and Ford insightfully apply principles of client service to human resource work. With wonderful cases from leading companies like Disney, Ritz, NORPAC, Southwest, Darden, Nordstrom, and Stora Enso, they show how HR can better find out what managers and employees need, want, and expect and then exceed those expectations. Their ideas are pragmatic, insightful, and helpful. This is a useful and good book." Dave Ulrich, professor, Ross School of Business, University of Michigan"show more

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