... organizational symptoms rather than problems or predicaments. Additionally, many believe the empowerment of front‐line service workers is key to a successful service recovery procedure or program. Three different types of empowerment – service recovery, problem solving, and customer service – are presented...

... leaders in the future. Contends that the transition from “busy workers” to “busy learners” has begun. © MCB UP Limited 2002 Human resource management Alignment Problem solving Action learning In this model, the learner is freed to solve problems in many more ways than previously taught...

...Glenn F. Ross Investigates problem‐solving response styles among a sample of school leavers, many of whom will soon seek employment in the hospitality/tourism industry. Also explores a range of human resource management variables which may predict major response styles. Notes the emergence of two...