... Emerald Group Publishing Limited 2008 Training Cultural studies Banking Customer service management Employees United Arab Emirates This paper seeks to explore the impact of cultural context on conflict mode preference, and hence the effectiveness of training of new recruits in basic...

... Empowerment Services Customer service management Banking In a competitive environment in which organisations must be faster, leaner, provide better service quality, be more efficient, and more profitable, an empowered and proactive service worker is thought to be essential (Bowen and Lawler, 1992...

... Customer service management A range of work practices, which have been labelled both “high‐involvement work practices” (HIWPs) and high‐performance work practices (HPWPs), are seen by many as ways in which the active involvement of ordinary employees can improve the performance of firms (hence...