Turnover of engineers at a Canadian aerospace company reached 15 percent four years ago, even though they reported high job satisfaction and the firm was paying them market‐competitive salaries. One problem, of course, is that demand for engineers is usually high, enabling them to move from...

Purpose – Explores whether companies perform best when they introduce diversity initiatives not simply to comply with the law, but to use people's different viewpoints, talents and experiences to improve decision‐making and problem solving. Design/methodology/approach – Presents the...

Purpose – Puts forward the reasons to focus on employees of call centres and contact centres above any other factor, when looking at ways of improving the customer experience. Design/methodology/approach – Presents the views of Ian Munro, managing director of Contactcenters.com, who has 20...

Purpose – The paper aims to contrast the approaches to human‐resource management taken by two low‐cost airlines – Ryanair in Europe and Southwest in the USA. Design/methodology/approach – The paper considers the similarities between the two airlines before explaining that Southwest...

Purpose – Reviews the latest management developments across the globe and pinpoints 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 places the...

Purpose – Reviews the latest management developments across the globe and pinpoints 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 places the...

Purpose – Forms the first of two articles examining how the unusual organizational culture contributes to business success at business‐transformation and people‐development company Impact. Design/methodology/approach – Focuses on some of the ways in which the company recruits and retains...

Purpose – Reviews a case study of three New Zealand banks that argues for a correlation between employees' commitment to the CRM initiative and the positive outcomes of a bank's performance. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own...

Purpose – This paper aims to describe the ways in which employers can maximize responses to their employee‐satisfaction surveys. Design/methodology/approach – The paper deals, in turn, with each of the factors that determine response rates: engagement; involvement; relevance; experience;...

Purpose – Reviews the latest management developments across the globe and pinpoints 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 places the...