Reports on the results from a survey of the attitudes of managers employed in the service sector towards upward appraisal. Describes what constitutes upward appraisal. Discusses recent developments in the UK and in particular its application in the service sector. Examines the factor most...

Service organisations are striving to increase the quality of the services they offer. They are also using a wide variety of people management techniques. These two activities can sometimes come into conflict. This article examines a variety of management practices, particularly from human...

Argues that because service organizations are faced with greater uncertainty and ambiguity than manufacturing organizations they require a focus on learning in order to control the vagaries of the marketplace, on the one hand, and the uncertainty of the service encounter, on the other. Posits...