Purpose – The aim of this paper is to determine whether the effort invested by service companies in employee training has an impact on their economic performance. Design/methodology/approach – The study centres on an intensive labor sector, where the perception of service quality depends on...

Purpose The purpose of this paper is to investigate the relationship between emotional intelligence (EI), organizational affective commitment (AC), and performance at low-skilled back office positions. Design/methodology/approach In all, 397 participants in low-skilled back office positions from...