Allen is in the marketing department of a mid-sized firm that develops and sells communications systems. he is proud of the human resources area in the company that provides the firm with excellent employees. allen himself really enjoys his work, but he knows the work of hr create an advantage for the firm because: employees play a major role in the success of the firm. building customer loyalty depends on a committed workforce. it is easier to communicate with and inspire the customer if the employees believe in what the firm is doing. customers appreciate the kind of service that knowledgeable employees provide. all of these.