STEIN, Mark
Winners are losers at "Captial Airport" - 2000
When an aiport in a capital city set up a training program for its customer service staff it was a failure. The main factor was the organization's determination to promote the idea of the employee as a heroic "winner". As this article reveals, staff did not by the concept
Atendimento ao Cidadão
Capacitação Profissional
Comportamento Organizacional
Corporate Image Effectivieness
Motivação
Ética
Winners are losers at "Captial Airport" - 2000
When an aiport in a capital city set up a training program for its customer service staff it was a failure. The main factor was the organization's determination to promote the idea of the employee as a heroic "winner". As this article reveals, staff did not by the concept
Atendimento ao Cidadão
Capacitação Profissional
Comportamento Organizacional
Corporate Image Effectivieness
Motivação
Ética
