...Mark Stein The concept of “winners” has become a popular motif in the design of training programmes, especially in the area of customer service. This paper examines the case of one such training programme at “CapitalAirport”, with the purpose of understanding how the “winners” idea was experienced...

...Conrad Lashley Employee empowerment is said to benefit all organisations. The fast moving global economy requires that organisations learn and adapt to change quickly, and employees have a key role to play here. This is particularly true in modern service organisations. The empowered employee...