In the past few years, American companies have turned to customer service as a way to create a competitive edge. This article discusses how several companies train their employees to deal with customers. (JOW)

Purpose: The purpose of this research is to investigate the relative importance of personal-demographic and positional factors in predicting emotional intelligence (EI) among service workers in the Greek context. Design/methodology/approach: The study involved administering Schutte et al.'s SREIT test to employees engaged in retailing, insurance,…

Learning in workplaces is neither ad hoc nor informal. Such labels are a misnomer and do not do justice to the highly-structured nature and complexity of many workplaces where learning takes place. This article discusses the organisational and structural framework developed from a three-year doctoral study into how apprentice chefs construct their…

This study is a follow-up investigation of the career and life experiences of battered women two years after shelter exit. Using consensual qualitative research, we interviewed 6 women from our original sample of 13 regarding their career and life adjustments and future aspirations. Results indicated that participants generally reported both…

As the seventh in a series of reports resulting from an ongoing review and evaluation of the Department of Labor's implementation of the Emergency Employment Act (EEA) of 1971, the report cites jobs in public service areas provided by EEA funds: law enforcement, education, public works and transportation, health and hospitals, environmental…

This textbook is third in a series of readers portraying people who have served their community. This volume focuses on public servants, including the policeman, the postman, the fireman, the street cleaner, the garbage collector, and the ash and rubbish collector. In the study of these various people the threefold idea of dependence,…

The second in a series of three articles comments on training in Local Government, the National Health Service, the Armed Services, and the Civil Service in Great Britain. (EB)

This study reports the findings from 68 interviews with parents of disabled children who are users of seven key worker schemes in England and Wales. The interviews which lasted for one hour each, were tape-recorded, transcribed and analysed according to both a priori and emerging themes. The findings from this study have implications for policy…

Addressed to the personal and public service occupations teacher, this guide is intended to provide appropriate information, viewpoints, and attitudes regarding the metric system and to make suggestions regarding presentation of the material in the classroom. An introductory section on teaching suggestions emphasizes the need for a "think metric"…

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)

Provides an overview of the Job Corps, AmeriCorps, and the Peace Corps including purpose, individual qualifications for entry, program highlights, and advantages and disadvantages of serving in one of them. (JOW)

Strong demand for services of all types will cause these jobs to expand at nearly double the rate of a decade ago. (Editor)

The third and final article in a series discusses the civil service, the industrial training boards, and training as an agent of organizational change. (MF)