STEIN, Mark <br/><br/>
Winners are losers at "Captial Airport" 

 -  2000 
<br/><br/> 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 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Atendimento ao Cidadão<br/>Capacitação Profissional<br/>Comportamento Organizacional<br/>Corporate Image Effectivieness<br/>Motivação<br/>Ética