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PECULIARITIES OF THE HUMAN RESOURCES MANAGEMENT PROCESS IN SERVICE ORGANIZATIONS - RESEARCH RESULTS

Service organizations have, over the years, been constantly faced with increasing customer demand, growing competition, digitalization, and numerous changes in the business environment to which they must adapt in order to survive in the marketplace. As the main specificity of service organizations is reflected in the “intangibility” of their services, for customers who are participants in the service process and for employees who directly depend on the quality of service, service process and customer satisfaction, defining appropriate activities of Human Resources Management process, which manages employees, undoubtedly represents a priority that provides a competitive advantage. This paper will present the results of the research on the characteristics of eight selected sub-processes in the process of Human Resource Management in service versus production organizations of Rasina district, in order to define their specifics and point out their advantages and disadvantages.