When Fintel fails to connect : The customer‐service case for more integrated HR management

Purpose – The purpose of this paper is to outline the importance of having a close and integrated human resources (HR) relationship for good customer service. The paper focuses on the examples of Telecom Fiji Limited (TFL), Fiji International Telecommunications Limited (Fintel) and Connect Internet Service Fiji Limited. Design/methodology/approach – The paper draws on data collected from various company and government publications, plus the HR literature. Findings – It is argued that everyone in an organization needs to work in collaboration to deliver optimal customer service. The paper reveals, through examples, that if an organization does not have a climate conducive to close and integrated relationships, customer service and organizational performance will be impaired. Practical implications – The paper highlights the importance of HR executives imposing the right environment to ensure close and integrated relationships among employees for optimal performance, and emphasizes the effects of close relationships in the organization on customer contentment. Originality/value – The paper presents the arguments in a condensed and easy‐to‐digest format.