Effective Human Resources Management: Key to Excellence in Service Organizations

Abstract

A service organization differs from a manufacturing industry in several ways. Most importantly, the sale, production, and consumption take place almost simultaneously. Over 90 per cent of relevant activities is beyond the immediate influence of management. Effective human resources management becomes the key to building excellence in service organizations. Based on his experience with the Taj Group of Hotels, Mahesh identifies eight human resources management factors as crucial for any organization striving for service excellence.