Purpose – The purpose of this paper is to advance discussion of the efficacy of the current Australian competency training framework for credentialing and preparing front‐line employees for the hospitality and tourism industry. Design/methodology/approach – Discussion focuses on the...

This paper is concerned with the relationship between poor learning processes and the acquisition of imperfect mental models, and their consequences in workplace situations which are hazardous. Seven different factors which may influence mental models to become flawed are proposed. The links...

This article presents a framework for planned change processes that are transformational in nature. The framework provides a clear alternative to traditional approaches in organisation development (OD) which are generally suited to situations where smaller scale or incremental adjustments are...