Winners are losers at "Captial Airport"
By: STEIN, Mark
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Material type: 
ArticlePublisher: 2000Subject(s): Atendimento ao Cidadão | Capacitação Profissional | Comportamento Organizacional | Corporate Image Effectivieness | Motivação | ÉticaHuman Resource Management International Digest 8, 6, p. 26-28Abstract: 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
| Item type | Current location | Collection | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
| Periódico | Biblioteca Graciliano Ramos | Periódico | Not for loan |
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
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