Increasingly, training professionals are being asked to justify whether training is a worthwhile investment. Following on from part one, describes four practical methods for determining the cost‐effectiveness of training. Presents details and examples on how to use each method. Also identifies...

Purpose – The study examines the consumer perceived performance risk in successive product generations. Design/methodology/approach – The results are based on ten focus group interviews. We divide risk into two different levels based on its criticality (attribute and functionality) to be...

Purpose – The purpose of this paper is to examine causal relationships between role stress, customer orientation, selling orientation, and job performance of retail salespeople. Design/methodology/approach – The sample ( n =259) was salespeople in eight units of a national department store...

Purpose – While personality is often deemed important, few studies have examined the relationship between general mental ability (GMA) and job performance for entry‐level service employees. As such, the present study aims to examine the impact of GMA, along with the Big Five personality...

Purpose – The purpose of this paper is to contribute to the understanding of total quality management (TQM) practices at the small to medium‐sized enterprise (SME) level within the under‐researched context of the Malaysian economy. Design/methodology/approach – Malaysia is an economy...

Purpose – The purpose of this paper is to examine the factors leading to turnover among sell‐side financial analysts and the consequences of turnover. Design/methodology/approach – The paper identifies two types of turnover, voluntary and involuntary, and defines voluntary (involuntary) as...

Data envelopment analysis (DEA) has been widely applied to address various decision analysis problems due to its usefulness in evaluating multi‐criterion systems and providing improvement targets for such systems. A supplier selection problem is inherently a multi‐criterion decision problem,...

Purpose – The right supply chain (SC) strategy is widely believed to be able to improve supply chain management (SCM) performance. Ignoring the important concept of alignment means that failures in SCM resulting from a mismatch between two or more crucial factors remain common. Accordingly,...

Purpose – The purpose of this paper is to examine the effects of job burnout on front-line employee performance in the banking industry. Design/methodology/approach – This paper analyzes questionnaires reporting on levels of exhaustion and disengagement (key features of burnout) together...