Edmund Heery is Reader in Industrial Relations at Kingston University Business School. *The Chief Constable of South Yorkshire has said of his force: ‘We've got passive customers and active customers. We've got customers who come in through the front door. And back door customers whom we bring in as part of our law enforcement role’, Management Foresight, 3, 1992.
Industrial relations and the customer
Article first published online: 1 JUL 2007
Industrial Relations Journal
Volume 24, Issue 4, pages 284–295, December 1993
How to Cite
Heery, E. (1993), Industrial relations and the customer. Industrial Relations Journal, 24: 284–295. doi: 10.1111/j.1468-2338.1993.tb00681.x
- Issue published online: 1 JUL 2007
- Article first published online: 1 JUL 2007
This article examines the implications for industrial relations of the current enthusiasm for ‘customer care’. It does this by reviewing how the three main industrial relations actors; managers, government and trade unions, have responded to the customer service imperative and by considering some of the implications of a ‘customer focus’ for industrial relations theory.