Middle management's new role

Abstract

The last five years have seen an enormous growth in service training. Generally, organisations are buying short (one or two day) service ‘orientation’ programmes. We have been asking organisations what these programmes achieve. Typically, we find that 20% of the participants become committed, 60% understand the content but only pay lip service to it, and 20% feel that while the programme was interesting and fun, it was really not relevant.

Citation

SEDDON, J. (1991), "Middle management's new role", Managing Service Quality: An International Journal, Vol. 1 No. 2, pp. 71-72. https://doi.org/10.1108/eb006134