When Frontier Bank (not its real name) set up its telephone banking service for businesses in 1995, the aim was to have 30,000 customers on board by 2000. The people at the UK’s Frontier Bank had done their sums. They knew each account would earn around £55.00 in commissions and bank charges...

Customer satisfaction is dead. It is no longer important in business – not to the CEO, the management or the investors. And what’s more, customer satisfaction no longer holds any relevance for the customer! At least that’s the opinion of Williams and Visser (a professor in business and an...

We are often told that before we can run we must learn to walk. That’s sound advice, particularly in business. But try telling it to David G. Neeleman, the 44‐year‐old CEO of US budget airline JetBlue. The airline has enjoyed phenomenal success since its 2000 launch and now offers its...

Asked about the day‐to‐day command of the giant Dell Inc. empire, entrepreneur and founder Michael S. Dell said of his close associate Kevin B. Rollins: “This company is much stronger when the two of us are doing it together – but if I get hit by a truck he’s the CEO. Everyone knows...

Consider these accolades: 14 properties in the Top 100 World’s Best Hotels; award for the first ever AAA five‐diamond rating; top honors award from Travel + Leisure every year since 1997; and most important of all, clear leader from 16,000 travelers’ votes for the hotel chain with the best...

Purpose – Reviews an article written by John Willmott, director of organizational change at Norwich Union Insurance. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings – The...

Purpose – The purpose of this paper is to examine the effects of job burnout on front-line employee performance in the banking industry. Design/methodology/approach – This paper analyzes questionnaires reporting on levels of exhaustion and disengagement (key features of burnout) together...

Purpose – This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and...