Discusses the methods by which to tackle behaviour and performance attitudes in a systematic manner, concentrating on changing management behaviour to make systems work. Examines two basic requirements of training ‐ how to establish the link between behaviour and performance; and how to establish strategy for creating conditions in the organization which will support a new way of doing things.
Davis, R. and Seddon, J. (1992), "Seeing the light", Managing Service Quality: An International Journal, Vol. 2 No. 4, pp. 211-213. https://doi.org/10.1108/09604529210029371
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