"Good quality" human resource management is a source of competitive advantage for
companies in the field of personal services, especially in customer service. Customers'
opinion of overall service quality is very much influenced by the impression, when
they encounter front-line staff. HR management can be regarded as "good quality" if
it is able to ensure that staff members working on the front line are professionally
and emotionally well-prepared, and committed. It can only perform its function if
it is able to adopt a new approach. As an internal service provider it strives to
support workers in both meeting corporate requirements and achieving their individual
goals. In the case of service companies with networks change inevitably requires giving
local management a broader scope of authority in the field of human resource management,
as well as preparing local management for carrying out its increasing range of functions.