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Human Resources Performance in Service Encounters – A Customer Service Case Study

Author

Listed:
  • Claudia GRIGORE

    (The Bucharest Academy of Economic Studies, Romania)

Abstract

Efficiency is generally defined as the extent to which resources or effort is employed in order to achieve a certain purpose or objective. As per an economic perspective, this term may also mean a minimum quantity of supplies which can generate a maximum result. But can we talk about efficiency in terms of human resources and their allocation to a specific task? And how one asses the activity of the employees when considering service encounters? This study aims to provide an answer to these two questions from an emotional labor perspective: individuals employ their emotional abilities in order to perform a certain job. This is a process under a commercial perspective: the wage represents the exchange value for these competencies.

Suggested Citation

  • Claudia GRIGORE, 2011. "Human Resources Performance in Service Encounters – A Customer Service Case Study," Economia. Seria Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 14(1), pages 73-80, June.
    • Handle: RePEc:rom:econmn:v:14:y:2011:i:1:p:73-80
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    File URL: https://www.management.ase.ro/reveconomia/2011-1/7.pdf
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    More about this item

    Keywords

    human resources; emotional labor; emotional dissonance; job performance.;
    All these keywords.

    JEL classification:

    • J24 - Labor and Demographic Economics - - Demand and Supply of Labor - - - Human Capital; Skills; Occupational Choice; Labor Productivity
    • J31 - Labor and Demographic Economics - - Wages, Compensation, and Labor Costs - - - Wage Level and Structure; Wage Differentials
    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services

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