The Importance of the Customer

  • Charles G. Hanson


A chapter on the customer may seem out of place in a book on employment policies. However, it is desirable because of the danger that those who are concerned with employment policies or human resource management see these activities as ends in themselves. They are not. Rather they are means to the end of serving the customer. As Peter Wickens has reminded us:

Companies are not in the employee relations business, any more than they are in the cost control business, industrial engineering business etc. They are in business to sell profitably a product desired by the customer. Though employee relations might be exemplary, if the product is of poor quality, the design bad, or the market changes, the company can go out of business or the factory close.1


Human Resource Management Customer Service Total Quality Management Employment Policy Building Society 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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  1. 1.
    P. Wickens, The Road to Nissan, Macmillan, 1987, p. 5.CrossRefGoogle Scholar
  2. 2.
    W. Goldsmith and D. Clutterbuck, The Winning Streak, Weidenfeld and Nicolson, 1984, p. 88.Google Scholar
  3. 3.
    Consumer Concerns 1990: A consumer view of public services National Consumer Council, 1990.Google Scholar
  4. 4.
    T. Melville-Ross, ‘Marriage of Two Minds’, Management Today, October 1989, p. 5.Google Scholar
  5. 5.
    T. Peters, Thriving on Chaos, Pan Books, 1989, p. 90.Google Scholar

Copyright information

© Charles G. Hanson 1991

Authors and Affiliations

  • Charles G. Hanson
    • 1
  1. 1.University of Newcastle upon TyneUK

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