Purpose: Because of the nature of their work, frontline service employees are highly exposed to customer incivility (CI) and are required to perform surface acting (SA) in such circumstances. Both CI and SA have detrimental impact to a sustainable workforce. This study aims to investigate the psychological effects of CI and SA on emotional…

Purpose: This study aims to test the following three assertions underlying the Situational Leadership® II (SLII) Model: all four leadership styles are received by followers; all four leadership styles are needed by followers; and if there is a fit between the leadership style a follower receives and needs, that follower will demonstrate favorable…

Purpose: This paper aims to explore the applicability of Strategic HRD in Mauritius. Additionally, it assesses if Mauritius, with a high HDI factor, can take the lead on Strategic HRD in Africa. Design/methodology/approach: This paper used a mixed-approach questionnaire. A sample of 21 managers was contacted and received a response rate of 67 per…

Purpose: The paper aims to identify the relationship between the use of storytelling and innovative work behavior (IWB) in organizations. Design/methodology/approach: The research took place in a human resource development (HRD) training session for leaders of Alpha Group. In this session, storytelling was adopted to discuss innovation and IWB.…

Health Education England working across Kent, Surrey and Sussex (HEE KSS) have been developing a project over the last few years with the single aim to create a sustainable and secure workforce supply, for people that have intellectual disabilities who require support from and/ or access to services across Kent, Surrey and Sussex. Their report,…

Purpose: The purpose of this paper is to examine the HRD practices of multinational enterprises (MNEs) operating in Australia to understand the value that MNEs place on investment in their human capital, particularly managerial talent. Design/methodology/approach: Drawing on a representative sample of 211 MNEs operating in Australia, this paper…

Purpose: This study aims to examine the relationship between talent development environment (TDE) variables of job focus and long-term development with the workplace adaptation (WA) of Malaysian professional returnees as mediated by the organisational support. Design/methodology/approach: A total of 130 respondents who are Malaysian professional…

For native and nonnative English speakers, employment increasingly requires proficiency in communication, given its critical role in employees' ability to successfully carry out work-related activities. Although communicating competently is important for employability, survey findings have suggested that employers believe that colleges are not…

Purpose: The purpose of this paper is to examine the impact of experiential simulation-based learning of employee self-efficacy. Design/Methodology/Approach: The research approach is an exploratory case study of a group of trainees from the same organisation. Using a quasi-experiment, one group, pre-test-post-test design (Tharenou et al., 2007), a…

EQAVET, the quality assurance tool in vocational and educational training, was developed in response to the need for a supply of a trained workforce for labour market needs. Implementation of EQAVET at national level, however, remains a challenge. The research reported here focused on the implementation of QA processes by VET providers in 4…

Purpose: This paper aims to identify the key competencies managerial coaches have and examine the significant competencies that affect coaching effectiveness in the Malaysian telecommunications industry. Design/Methodology/Approach: The unit of analysis was individual managerial coaches who were working in the Malaysian telecommunications…

From generation to generation time changes affecting culture and the way people live and their society as well. A change in time prompts new inventions and technologies, the twenty-first century where scientific inventions and the latest of technologies are the basis of trade. It is evident that as years go by there comes along sophistication and…

Baluran National Park in the regency of Situbondo, East Java-Indonesia, highly prospective for development of sustainable tourism that can improve the welfare of local people. The suitable tourism type is eco-tourism with local people involvement. The purposes of this study are: 1) To know the local people involvement in eco-tourism development;…

This research aims to determine the effectiveness of training based on learning organization in the staff of cement industry with production capacity over ten thousand tons. The purpose of this study is to propose a training model based on learning organization. For this purpose, the factors of organizational learning were introduced by…

Staff development plays a crucial role in Open and Distance learning programmes because most of the staff working on these programmes are products of the conventional face to face system. Lack of proper training of staff in ODL can lead to high dropout rate among distance learners. The purpose of this study was to investigate staff development…