When Fintel fails to connect: The customer‐service case for more integrated HR management

Abstract

Purpose

The purpose of this paper is to outline the importance of having a close and integrated human resources (HR) relationship for good customer service. The paper focuses on the examples of Telecom Fiji Limited (TFL), Fiji International Telecommunications Limited (Fintel) and Connect Internet Service Fiji Limited.

Design/methodology/approach

The paper draws on data collected from various company and government publications, plus the HR literature.

Findings

It is argued that everyone in an organization needs to work in collaboration to deliver optimal customer service. The paper reveals, through examples, that if an organization does not have a climate conducive to close and integrated relationships, customer service and organizational performance will be impaired.

Practical implications

The paper highlights the importance of HR executives imposing the right environment to ensure close and integrated relationships among employees for optimal performance, and emphasizes the effects of close relationships in the organization on customer contentment.

Originality/value

The paper presents the arguments in a condensed and easy‐to‐digest format.

Citation

Khan, A. and Khan, R. (2012), "When Fintel fails to connect: The customer‐service case for more integrated HR management", Human Resource Management International Digest, Vol. 20 No. 1, pp. 33-34. https://doi.org/10.1108/09670731211195945