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Dhiman, Amit
- Customer Oriented Bureaucracy & Flexibility: Interactions & Implications in the Services Industry Context
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Authors
Affiliations
1 Institute of Management Calcutta, IN
1 Institute of Management Calcutta, IN
Source
Indian Journal of Industrial Relations: Economics & Social Dev., Vol 48, No 1 (2012), Pagination: 43-58Abstract
Customer oriented bureaucracy is the creation of a fragile social order with dual imperatives of efficiency and customer focus. Human capital flexibility and flexible people management system are critical in the service industry due to the features of simultaneity, variability and intangibility. This paper emphasizes the need for flexibility as opposed to fit in handling the issues related to CoB (customer oriented bureaucracy). Together human capital flexibility and flexible people management practices can mitigate the ensuing tensions related to CoB and in turn have a positive effect on the firm performance. The paper also highlights that the dichotomy of customer oriented bureaucracy is experienced at both organizational and individual levels.
References
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- Effect of Employee’s Upward Influence Tactics on Managerial Decision Making
Abstract Views :225 |
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Authors
Affiliations
1 Indian Institute of Management Calcutta, IN
1 Indian Institute of Management Calcutta, IN
Source
Indian Journal of Industrial Relations: Economics & Social Dev., Vol 53, No 1 (2017), Pagination: 152-166Abstract
There is a need to develop the upward influence (UI) theory further by understanding the individual effects of soft, hard, and rational tactics on managerial decision making. Agents or subordinates employ UI to fulfill their goals. The target either commits, or complies, or resists the agent's request. Target's responses are dependent on certain mediating variables which represent his/her feelings and perceptions mainly formed on the basis of UI tactics. Agents usually employ UI tactics in combination, and the decision maker's response depends on the interplay of mediating variables. The model developed in this paper integrates the past research and presents an interactive model which explains the combined effect as well.References
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- Organizational Politics
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Authors
Shalini
1,
Amit Dhiman
2
Affiliations
1 Doctoral Student - Human Resource Management, Indian Institute of Management, Calcutta, IN
2 Associate Professor, Indian Institute of Management, Calcutta, IN
1 Doctoral Student - Human Resource Management, Indian Institute of Management, Calcutta, IN
2 Associate Professor, Indian Institute of Management, Calcutta, IN