... collaborative and competitive styles in customer interaction, delivered in a major bank in the UAE, was the focus of the case. Findings A literature review suggests that collaborative and competitive styles (of all the five conflict mode preferences) are positively correlated with business performance...

...Yahya Melhem Data from 517 service workers in 14 retail banks show positive and significant association between four empowerment antecedents (including trust, incentives, information and knowledge) and empowerment of customer‐contact employees. Particularly, the findings in this research suggest...

... for the management of HR in the banking sector. Frames the analysis with special reference to British and Spanish banks, and draws implications regarding the impact of such changes for the most prominent development in terms of European legislation at company level, European Works Councils (EWCs). Argues...

...Gregor Gall This article critically examines the proposition that industrial relations in banking in the UK are undergoing a move from paternalism to adversarialism and then to partnership. It uses these as ideal‐types totrack and explain the developments in industrial relations and argues...

... are limited, and customer service is the principal determinant of competitive advantage. Social skills training should theoretically be crucial to gaining competitive advantage. This study involved interviews with the bank’s state and national managers, observations of different types of training courses...

... of the implications for the management of labour outlined. It is suggested that TQM is consistent with a move towards human resource management. © MCB UP Limited 1991 Banking Manufacturing industry Human resource management TQM quality control Note: This paper was subsequently published...

...Olive C. Schmidenberg; John L. Cordery An in‐depth, qualitative study of managers and accountants in a large Australian metropolitan banking organisation investigated the problems experienced by those responsible for the implementation of their organisation′s Employee Assistance Programme (EAP...