The Role of Human Capital Management in Enhancing Service Delivery in Organizations

Abstract

Services have become a very dominant sector in most parts of the World and contribute more to the GDPs of countries than tangible products manufactured. Research in the services sector has mostly not been multidisciplinary even though to understand the management of services adequately needed a multi-dimensional approach. There is, therefore, an agitation for a lot of research work that cut across disciplines regarding the understanding of the service sector. Even though there is the existence of a lot of studies on human capital and organizational success, none of these studies focused its attention on how human capital can correctly play a role in the enhancement of service delivery in organizations. It is in this light that this paper looked at the role human capital could play in enhancing service delivery in organizations. This paper has practical implications for organizations who are committed to delivery competitive service.

Keywords: service delivery, human capital, customers