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EXTERNAL CUSTOMER ORIENTED HUMAN RESOURCE MANAGEMENT: COMPETENCIES AND ROLES OF HUMAN RESOURCE PROFESSIONALS

Year 2013, , 65 - 89, 01.01.2013
https://doi.org/10.11122/ijmeb.2013.9.18.88

Abstract

Customer oriented human resource management is a strategic approach human resource management directly contributes organizational effectiveness. In this approach human resource department develops relationship with both internal and external customers. In this context human resource management aims to create values for the organization making customers participate in organizational activities. To have customer oriented human resource management human resource professionals should adapt customer oriented roles and develop customer oriented competencies. In this study approach of customer oriented human resource management and roles and competencies for this approach are evaluated by using related literature

References

  • Akgeyik, T. (2006). Müşteri odaklı insan kaynakları yönetimi. İstanbul Üniversitesi İktisat Fakültesi Mecmuası, 55(1), 853-875.
  • Bardakcı, A., & Ertuğrul, İ. (2004). Toplam kalite yönetiminde hedef müşteri tatmini: Ama müşteri kim? Review of Social, Economic & Business Studies, 2, 207-218.
  • Bell, B. S., Lee, S. W., & Young, S. K. (2006). The impact of eHR on professional competence in HRM: Implications for the development of HR professionals. Working Paper Series. Cornell University School of Industrial and Labor Relations Center for Advances Human Resource Studies, 1-26, Retrived date: 30.10.2012, 1402&context=cahrswp
  • Bowen, D. E. (1986). Managing customers as human resources in service organizations. Human Resource Management, 25(3), 371-383.
  • Bowen, D. E. (1996). Market-focused HRM in service organizations: Satisfying internal and external customers. Journal of Market-Focused Management, 1, 31-47.
  • Bowers, M. R., & Martin, C. L. (2007). Trading places redux: Employees as customers, customers as employees. Journal of Services Marketing, 21(2), 88-98.
  • Brockbank, W. (1997). HR’s future on the way to a presence. Human Resource Management, 36(1), 65-69.
  • Brockbank, W. (1999). If HR were really strategically proactive present and future directions in HR’s contribution to competitive advantage. Human Resource Management, 38 (4), 337-352.
  • Brockbank, W., & Ulrich, D. (2005). Higher knowledge for higher aspiration. Human Resource Management, 44 (4), 489-504.
  • Brockbank, W., Ulrich, D. & Yakanich, D. (2003). The new HR agenda: 2002 human resource competency study (HRCS) executive summary. University of Michigan Business School, Retrived date: 11.27.2010, http://webuser.bus.umich.edu/ Programs/ hrcs/ HRCS2002ExecutiveSummary.pdf
  • Conner, J., & Ulrich, D. (1996). Human resource roles: Creating value, not rhetoric. Human Resource Planning, 19(3), 38-49.
  • Deshpandé, R., Farley, J. U., & Webster, F. E. (1993). Corporate culture, customer orientation, and innovativeness in Japanese firms: A quadrad analysis. The Journal of Marketing, 57(1), 23-37.
  • Dyer, G. W. (1999). Training human resource champions for the twenty-first century. Human Resource Management, 38(2), 119-124.
  • Gardner, S. D., Lepak, D. P., & Bartol, K. M. (2003). Virtual HR: The impact of information technology on the human resource Professional. Journal of Vocational Behavior, 63(2), 159-179.
  • Giannantonio, C. M., & Hurley, A. E. (2002). Executive insight into HR practices and education. Human Resource Review, 12(4), 491-511.
  • Hansen, W. L. (2002). Developing new proficiencies for human resource and industrial relations professionals. Human Resource Management Review, 12(4), 513-538.
  • Heinsman, H. (2008). The competency concept revealed: Its nature, relevance, and practice. Academisch Proefschrift, Vrije Üniversitesi, PrintPartners Ipskamp BV, Enschede http://dare.ubvu.vu.nl/bitstream/1871/13216 /5/7960.pdf Retrived date: 22.10.2012
  • Kaufman, E. B. (1996). Transformation of the corporate HR/IR function: Implication for university programs. Labor Law Journal, Ağustos, 540-548.
  • Kesler, G. C. (1995). A model and process for redesigning the HRM role, competencies and work in a major multi-national corporation. HRM Journal, 34(2), 229-252.
  • Lawler III, E. E., & Mohrman, S. (2003). A HR as a strategic partner: What does it take to make it happen?. Human Resource Planning, 26(3), 15-29.
  • Legnick-Hall, M. L., & Legnick-Hall, C. A. (1999). Expanding customer orientation in the HR function. Human Resource Management, 38(3), 201-214.
  • Lengnick-Hall, M. L., & Lengnick-Hall, C. A. (2003). HR’s role in building relationship networks. Academy of Management Executive, 17(4), 53-63
  • Lin, L. H. (2011). Electronic human resource management and organizational innovation: The roles of information technology and virtual organizational structure. The International Journal of Human Resource Management, 22(2), 235–257.
  • Lovelock, C. H., & Young, R. F. (1979). Look to customers to increase productivity. Harvard Business Review, Mayıs-Haziran, 168–178.
  • McEvoy, G. M., Hayton, J. C., Warnick, A. P., Mumford, T. V., Hanks S. H., & Blahna, M. J. (2005). A competence-based model for developing human resource professionals. Journal of Management Education, 29(3), 383-402.
  • Meisinger, R. S. (2005). The four Cs of the HR professions: Being competent, curious, courageous, and caring about people. Human Resource Management, 44(2), 189- 194.
  • Mohrman, S. A., & Lawler III, E. E. (1997). Transforming the human resource function. Human Resource Management, 36(1), 157-162.
  • Naktiyok, A., & Küçük, O. (2003). İşgören (iç müşteri) ve müşteri (dış müşteri) tatmini, işgören tatmininin müşteri tatmini üzerine etkileri: Ampirik bir değerlendirme. İktisadi ve İdari Bilimler Dergisi, 17(1-2), 225-243.
  • Narver, J. C., & Stanley, S. F. (1990). The effect of a market orientation on business profitability. Journal of Marketing, 54(4), 20-35.
  • Quinn, R. W., & Brockbank, W. (2006). The development of strategic human resource professionals at BEA system. Human Resource Management, 45(3), 477-494.
  • Ramlall, S. J. (2006). HR competencies and their relationship to organizational practices. Performance Improvement, 45(5), 32-43.
  • Robert, R., & Hirsch, P. (2005). Evolution and revolution in the twenty-first century: Rules for organizations and management. Human Resource Management, 44(2), 171-176.
  • Rogg, K. L., Schmidt, D. B., Shull, C., & Schmitt, N. (2001). Human resource practices, organizational climate, and customer satisfaction. Journal of Management, 27, 431-449.
  • Rucci, A. J., Kirn, S. P., & Quin, R. T. (1998). The employee- customer - profit chain at Sears. Harvard Business Review, Ocak-Şubat, 82-97.
  • Schoonover, S. C. (2003). Human resource competencies for the new century. 1-23, Retrived date: 22.10.2012, http://citeseerx.ist.psu.edu/viewdoc/download?doi= 10.1.1.169.8862&rep=rep1&type=pdf
  • Schuler, R. S. & MacMillan, I. C. (1984). Gaining a competitive advantage through human resource management practices. Human Resource Management, 23(3), 241-256.
  • Strong, A. C., & Harris, L. C. (2004). The drivers of customer orientation: An exploration of relational, human resource and procedural tactics. Journal of Strategic Marketing, 12, 183–204.
  • Sydanmaanlakka, P. (2000). The new challenges, roles and competencies of human resource management. Keskusteluaiheita-Discussion Papers, 742, ETLA, 1-6, Retrived date: 22.10.2012, https://www.econstor.eu/dspace/bitstream/10419/ 63768/1/324284144.pdf
  • Tsui, A. S. (1990). A multiple-constituency model of effectiveness: An empirical examination at the human resource subunit level. Administrative Science Quarterly, 35(3), 458-483.
  • Tyson, S. (1987). The management of the personnel function. Journal of Management Studies, 24(5), 523-532.
  • Ulrich, D. (1997). HR of the future: Conclusions and observations. Human Resource Management, 36(1), 175-197.
  • Ulrich, D. (1998). A new mandate for human resources. Harvard Business Review, Ocak-Şubat, 124-134.
  • Ulrich, D., & Lake, D. (1991). Organizational capability: Creating competitive advantage. Academy of Management Executive, 5(1), 77-92.
  • Ulrich, D., & Beatty, D. (2001). From partner to players: Extending the HR playing field. Human Resource Management, 40(4), 293-307.
  • Ulrich, D., Younger, J., Brockbank, W. & Ulrich, M. (2012). The state of the hr profession. 1-14, Retrived date: 13.05.2012 http://www.hrnorge.no/filestore/ TheStateoftheHRProfession.pdf
  • Ulrich, D., Brockbank, W., Jahnson D., & Younger, J. (2007). Human resource competencies: Responding to increase expectations. Employment Relation Today, 34(3), 1-12.
  • Ulrich, D., Brockbank, W., Yeung, A. K., & Lake, D. G. (1995). Human resource competencies: An emprical assessment. Human Resource Management Journal, 34, 473-495.
  • Ulrich, D., Younger, J., & Brockbank, W. (2008). The twenty-first-century HR organizations. Human Resource Management, 47(4), 829-850.
  • Willey, C. (1992). A comprehensive view of roles for human resource management in industry today. Industrial Management, 34(6), 27-29.
  • Yeung, A., Woolcock, P., & Sullivan, J. (1996). Identifying and developing HR competencies for the future. Human Resource Planning, 19(4), 48-58.
  • Zairi, M. (2000). Managing customer satisfaction: A best practice perspective. The TQM Magazine, 12(6), 389-39.

DIŞ MÜŞTERİ ODAKLI İNSAN KAYNAKLARI YÖNETİMİ: İNSAN KAYNAKLARI PROFESYONELLERİNİN ROLLERİ VE YETKİNLİKLERİ

Year 2013, , 65 - 89, 01.01.2013
https://doi.org/10.11122/ijmeb.2013.9.18.88

Abstract

Müşteri odaklı insan kaynakları yönetimi insan kaynakları yönetiminin örgütsel etkinliğe doğrudan katkı yapacağı stratejik bir yaklaşımı ifade etmektedir. Bu yaklaşımda insan kaynakları hem çalışanlar hem de müşteriyle doğrudan ilgilenmektedir. Bu çerçevede insan kaynakları yönetimi müşterinin kurumsal faaliyetlere katılımını sağlayarak müşterinin organizasyon için değer üretmesini amaçlamaktadır. İnsan kaynakları yönetiminin müşteri odaklı olabilmesi için insan kaynakları profesyonellerinin müşteri odaklı roller benimsemesi ve müşteri odaklı yetkinlikler geliştirmesi gerekmektedir. Çalışmada müşteri odaklı insan kaynakları anlayışı ve bu anlayışın gerektirdiği roller ve yetkinlikler ilgili yazından faydalanılarak değerlendirilmektedir.

References

  • Akgeyik, T. (2006). Müşteri odaklı insan kaynakları yönetimi. İstanbul Üniversitesi İktisat Fakültesi Mecmuası, 55(1), 853-875.
  • Bardakcı, A., & Ertuğrul, İ. (2004). Toplam kalite yönetiminde hedef müşteri tatmini: Ama müşteri kim? Review of Social, Economic & Business Studies, 2, 207-218.
  • Bell, B. S., Lee, S. W., & Young, S. K. (2006). The impact of eHR on professional competence in HRM: Implications for the development of HR professionals. Working Paper Series. Cornell University School of Industrial and Labor Relations Center for Advances Human Resource Studies, 1-26, Retrived date: 30.10.2012, 1402&context=cahrswp
  • Bowen, D. E. (1986). Managing customers as human resources in service organizations. Human Resource Management, 25(3), 371-383.
  • Bowen, D. E. (1996). Market-focused HRM in service organizations: Satisfying internal and external customers. Journal of Market-Focused Management, 1, 31-47.
  • Bowers, M. R., & Martin, C. L. (2007). Trading places redux: Employees as customers, customers as employees. Journal of Services Marketing, 21(2), 88-98.
  • Brockbank, W. (1997). HR’s future on the way to a presence. Human Resource Management, 36(1), 65-69.
  • Brockbank, W. (1999). If HR were really strategically proactive present and future directions in HR’s contribution to competitive advantage. Human Resource Management, 38 (4), 337-352.
  • Brockbank, W., & Ulrich, D. (2005). Higher knowledge for higher aspiration. Human Resource Management, 44 (4), 489-504.
  • Brockbank, W., Ulrich, D. & Yakanich, D. (2003). The new HR agenda: 2002 human resource competency study (HRCS) executive summary. University of Michigan Business School, Retrived date: 11.27.2010, http://webuser.bus.umich.edu/ Programs/ hrcs/ HRCS2002ExecutiveSummary.pdf
  • Conner, J., & Ulrich, D. (1996). Human resource roles: Creating value, not rhetoric. Human Resource Planning, 19(3), 38-49.
  • Deshpandé, R., Farley, J. U., & Webster, F. E. (1993). Corporate culture, customer orientation, and innovativeness in Japanese firms: A quadrad analysis. The Journal of Marketing, 57(1), 23-37.
  • Dyer, G. W. (1999). Training human resource champions for the twenty-first century. Human Resource Management, 38(2), 119-124.
  • Gardner, S. D., Lepak, D. P., & Bartol, K. M. (2003). Virtual HR: The impact of information technology on the human resource Professional. Journal of Vocational Behavior, 63(2), 159-179.
  • Giannantonio, C. M., & Hurley, A. E. (2002). Executive insight into HR practices and education. Human Resource Review, 12(4), 491-511.
  • Hansen, W. L. (2002). Developing new proficiencies for human resource and industrial relations professionals. Human Resource Management Review, 12(4), 513-538.
  • Heinsman, H. (2008). The competency concept revealed: Its nature, relevance, and practice. Academisch Proefschrift, Vrije Üniversitesi, PrintPartners Ipskamp BV, Enschede http://dare.ubvu.vu.nl/bitstream/1871/13216 /5/7960.pdf Retrived date: 22.10.2012
  • Kaufman, E. B. (1996). Transformation of the corporate HR/IR function: Implication for university programs. Labor Law Journal, Ağustos, 540-548.
  • Kesler, G. C. (1995). A model and process for redesigning the HRM role, competencies and work in a major multi-national corporation. HRM Journal, 34(2), 229-252.
  • Lawler III, E. E., & Mohrman, S. (2003). A HR as a strategic partner: What does it take to make it happen?. Human Resource Planning, 26(3), 15-29.
  • Legnick-Hall, M. L., & Legnick-Hall, C. A. (1999). Expanding customer orientation in the HR function. Human Resource Management, 38(3), 201-214.
  • Lengnick-Hall, M. L., & Lengnick-Hall, C. A. (2003). HR’s role in building relationship networks. Academy of Management Executive, 17(4), 53-63
  • Lin, L. H. (2011). Electronic human resource management and organizational innovation: The roles of information technology and virtual organizational structure. The International Journal of Human Resource Management, 22(2), 235–257.
  • Lovelock, C. H., & Young, R. F. (1979). Look to customers to increase productivity. Harvard Business Review, Mayıs-Haziran, 168–178.
  • McEvoy, G. M., Hayton, J. C., Warnick, A. P., Mumford, T. V., Hanks S. H., & Blahna, M. J. (2005). A competence-based model for developing human resource professionals. Journal of Management Education, 29(3), 383-402.
  • Meisinger, R. S. (2005). The four Cs of the HR professions: Being competent, curious, courageous, and caring about people. Human Resource Management, 44(2), 189- 194.
  • Mohrman, S. A., & Lawler III, E. E. (1997). Transforming the human resource function. Human Resource Management, 36(1), 157-162.
  • Naktiyok, A., & Küçük, O. (2003). İşgören (iç müşteri) ve müşteri (dış müşteri) tatmini, işgören tatmininin müşteri tatmini üzerine etkileri: Ampirik bir değerlendirme. İktisadi ve İdari Bilimler Dergisi, 17(1-2), 225-243.
  • Narver, J. C., & Stanley, S. F. (1990). The effect of a market orientation on business profitability. Journal of Marketing, 54(4), 20-35.
  • Quinn, R. W., & Brockbank, W. (2006). The development of strategic human resource professionals at BEA system. Human Resource Management, 45(3), 477-494.
  • Ramlall, S. J. (2006). HR competencies and their relationship to organizational practices. Performance Improvement, 45(5), 32-43.
  • Robert, R., & Hirsch, P. (2005). Evolution and revolution in the twenty-first century: Rules for organizations and management. Human Resource Management, 44(2), 171-176.
  • Rogg, K. L., Schmidt, D. B., Shull, C., & Schmitt, N. (2001). Human resource practices, organizational climate, and customer satisfaction. Journal of Management, 27, 431-449.
  • Rucci, A. J., Kirn, S. P., & Quin, R. T. (1998). The employee- customer - profit chain at Sears. Harvard Business Review, Ocak-Şubat, 82-97.
  • Schoonover, S. C. (2003). Human resource competencies for the new century. 1-23, Retrived date: 22.10.2012, http://citeseerx.ist.psu.edu/viewdoc/download?doi= 10.1.1.169.8862&rep=rep1&type=pdf
  • Schuler, R. S. & MacMillan, I. C. (1984). Gaining a competitive advantage through human resource management practices. Human Resource Management, 23(3), 241-256.
  • Strong, A. C., & Harris, L. C. (2004). The drivers of customer orientation: An exploration of relational, human resource and procedural tactics. Journal of Strategic Marketing, 12, 183–204.
  • Sydanmaanlakka, P. (2000). The new challenges, roles and competencies of human resource management. Keskusteluaiheita-Discussion Papers, 742, ETLA, 1-6, Retrived date: 22.10.2012, https://www.econstor.eu/dspace/bitstream/10419/ 63768/1/324284144.pdf
  • Tsui, A. S. (1990). A multiple-constituency model of effectiveness: An empirical examination at the human resource subunit level. Administrative Science Quarterly, 35(3), 458-483.
  • Tyson, S. (1987). The management of the personnel function. Journal of Management Studies, 24(5), 523-532.
  • Ulrich, D. (1997). HR of the future: Conclusions and observations. Human Resource Management, 36(1), 175-197.
  • Ulrich, D. (1998). A new mandate for human resources. Harvard Business Review, Ocak-Şubat, 124-134.
  • Ulrich, D., & Lake, D. (1991). Organizational capability: Creating competitive advantage. Academy of Management Executive, 5(1), 77-92.
  • Ulrich, D., & Beatty, D. (2001). From partner to players: Extending the HR playing field. Human Resource Management, 40(4), 293-307.
  • Ulrich, D., Younger, J., Brockbank, W. & Ulrich, M. (2012). The state of the hr profession. 1-14, Retrived date: 13.05.2012 http://www.hrnorge.no/filestore/ TheStateoftheHRProfession.pdf
  • Ulrich, D., Brockbank, W., Jahnson D., & Younger, J. (2007). Human resource competencies: Responding to increase expectations. Employment Relation Today, 34(3), 1-12.
  • Ulrich, D., Brockbank, W., Yeung, A. K., & Lake, D. G. (1995). Human resource competencies: An emprical assessment. Human Resource Management Journal, 34, 473-495.
  • Ulrich, D., Younger, J., & Brockbank, W. (2008). The twenty-first-century HR organizations. Human Resource Management, 47(4), 829-850.
  • Willey, C. (1992). A comprehensive view of roles for human resource management in industry today. Industrial Management, 34(6), 27-29.
  • Yeung, A., Woolcock, P., & Sullivan, J. (1996). Identifying and developing HR competencies for the future. Human Resource Planning, 19(4), 48-58.
  • Zairi, M. (2000). Managing customer satisfaction: A best practice perspective. The TQM Magazine, 12(6), 389-39.
There are 51 citations in total.

Details

Primary Language Turkish
Journal Section Research Article
Authors

Ömer Faruk Ünal This is me

Publication Date January 1, 2013
Published in Issue Year 2013

Cite

APA Ünal, Ö. F. (2013). DIŞ MÜŞTERİ ODAKLI İNSAN KAYNAKLARI YÖNETİMİ: İNSAN KAYNAKLARI PROFESYONELLERİNİN ROLLERİ VE YETKİNLİKLERİ. Uluslararası Yönetim İktisat Ve İşletme Dergisi, 9(18), 65-89. https://doi.org/10.11122/ijmeb.2013.9.18.88