Through the years, positive feedback has been accepted as an effective method of improving employee performance. However, recent research reviews question across individual consistency of this effect. This inconsistency may arise from the interaction of feedback type (positive and negative) with...

All aspects of the expanding service sector, including its growth, importance, status and role, are examined. Moments of truth, called here MOTs, are identified as crucial in the successful running of service companies, and a behavioral approach is suggested as an excellent method of getting...