Abstracts: June 29th, 2000

Mafi S LHuman Resource Development Quarterly, (USA), Spring 2000 Vol 11 No 1. Start page: 81. No of pages: 6

Signals the need for a theory-based approach to human resource development and its role within the organization. Looks at a number of issues that have been addressed in research (the competences needed to work in human resource development, its competition with other services within the organization, and the nature of its primary focus). Argues that the research has failed to address the service quality relationship between the human resource development function and its customers. Draws up a human resource development service management model, based on the Gap Model, that shows the gaps between the expectations and experience of people using the services provided by the human resource development function. Suggests that this model has the potential to integrate research into human resource development into one perspective, based on customer service.

Subject(s): HUMAN RESOURCE DEVELOPMENT, SERVICE QUALITY, CUSTOMER SERVICE, TRAINING

ISSN: 1044-8004 . Reference: 29AL340

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