Through a discussion on “customer services” in the higher education setting, this article argues that human resource development (HRD)pr actice should follow a similar two-way customer service model. That is, while serving client organizations to improve human performance, HRD professionals should “serve” and adhere to a standard of practice that is based on sound theoretical foundations and professional integrity and educate the clients subsequently. Neglecting the second “customer” may not only jeopardize HRD as a profession but cause additional problems in practice, such as outcome evaluation and measurement. The article also raises the issue of two-way customer services in current for-profit higher education practice.
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References
1.
Holton, E. F., III. (1998). Customer service is not the best model forHRDpractice. Human Resource Development Quarterly, 9, 207-209.
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Holton, E. F., III. (2003). On the misapplication of customer service in HRD. Human Resource Development Review, 2, 103-105.
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Kaufman, E. K. (1994). The economics of labor markets(4th ed.). Fort Worth, TX: Dryden.
