Trainers are often pressed to explain to potential clients the anticipated gains the organization can expect from a training event. This task is made all the more difficult as organizations often demand that the explanation be given in financial terms with measurable quantifiers. The article...

Considers competence – what the competence‐based approach means, how it has developed, and how it can be used in the long‐term evaluation of training and development. Focuses on defining what criteria are used for assessing competence; how such criteria are measured; which criteria are most...

Forms the first part of a two‐part study reporting on the cost‐effectiveness of specific training programmes within Parcelforce UK. Assesses the effectiveness of a driver training programme in a major Parcelforce region. Measures the cost‐effectiveness of the training performance in terms...

Describes the rationale behind a course designed by the trainees, employees themselves, in conjunction with external expertise and delivered to small groups over a 12‐month period. A “drip” feed across a diagonal slice of the structure in small (12 maximum) cross‐functional groups,...

Purpose – The purpose of this paper is to explore the perceptions of senior accounting officers on governance, performance and accountability issues in the charity sector. Design/methodology/approach – The empirical data presented in this paper were collected via a mail‐out survey to Chief...

The concept of value in relationship marketing is a theme of increasing interest. This paper examines the concepts of employee value, customer value and shareholder value and the linkages between them. It reviews research on the service‐profit chain framework and other related models and then...

Explores the linkage between performance benchmarking and strategic homogeneity of Indian commercial banks. Devises a method of benchmarking performance of Indian commercial banks using their published financial information. Defines performance by how a bank is able to utilize its resources to...

There have been numerous studies on measures of service quality, such as SERVQUAL and SERVPERF, in a variety of contexts, but the validity of these instruments in Asian markets is under‐researched. The present study was focused in South Korea and data on expectations, perceptions and...

In the drive for total quality, the interdependence of staff motivation, performance measurement, and rewards will be stressed. Turning the wheel of quality improvement – continuously – involves designing a good fit for these elements within the change processes and, more, reassessing the...

A true marketing orientation is associated with superior performance in the UK retail financial services industry. This finding runs counter to some recent criticism of marketing influence on the banking sector. Empirical research in the UK retail financial service industry found that successful...