Discusses the importance of feedback in service occupations and looks at Thomas J. Connellan's six principles on the use of feedback, reward, and recognition. (JOW)

Employers place less emphasis on experience and much more on adaptability. They want people who can learn. However, at the lowest stratum of the service sector, jobs are being dumbed down so that a worker has only to obey commands of smart machines ("Touch french fry icon now"). (Author/JOW)

If market economies are to emerge from the ruins of the Soviet empire, people need training in almost everything. Efforts are being made in the areas of management, service, accounting, and police work. (Author/JOW)

Suggests a particular way to think about the issue of quality in training, an approach that relates quality to customer satisfaction. Distinguishes between training efforts that are good but not as complete as one would like and those that are second rate. (JOW)