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Article
Publication date: 1 March 2001

Lidewey van der Sluis‐den Dikken and Ludwig H. Hoeksema

The central challenge of management development is to control and manage the learning process of managers, focused on individual development and career success and/or reaching…

2448

Abstract

The central challenge of management development is to control and manage the learning process of managers, focused on individual development and career success and/or reaching organisational goals. This article examines the two seemingly opposed assumptions that either management development comes with experience, job‐rotation and learning on the job or as a result of coaching, mentoring and tacit development programmes that tend to attract younger recruits. It concludes that each assumption includes a part of the truth. Thus, the job, the work environment, and the individual employee characteristics play a role. The article seeks to improve the understanding of the influence of these factors. It focuses on the interaction between developmental characteristics of the job, the learning behaviour of individuals, and the consequences of this interaction for career success of managers.

Details

Journal of Management Development, vol. 20 no. 2
Type: Research Article
ISSN: 0262-1711

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Article
Publication date: 1 March 2001

Ludwig Hoeksema and Geert de Jong

In the highly competitive international consulting marketplace clients will always demand a world‐class service. A major challenge for PricewaterhouseCoopers is how to achieve the…

1865

Abstract

In the highly competitive international consulting marketplace clients will always demand a world‐class service. A major challenge for PricewaterhouseCoopers is how to achieve the required level of international co‐ordination of the efforts of 160,000 people world‐wide without compromising responsiveness on a local scale in over 150 countries. Human resource management in general and management development in particular play an important role. A major investment is made in the development of the consultants, despite the acknowledged fact that most will leave the organization after only a few years. PwC uses a global framework of core competences as the key instrument in its development plan and every consultant is profiled according to it. Management development for partners has a more informal, self‐directed character. But the bottom line is still the optimization of international co‐ordination.

Details

Journal of Management Development, vol. 20 no. 2
Type: Research Article
ISSN: 0262-1711

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Article
Publication date: 4 June 2020

Jonas Lechermeier, Martin Fassnacht and Tillmann Wagner

While digital media changed the nature of communication in service contexts, often allowing customers to interact instantly with service providers, the implications and…

1602

Abstract

Purpose

While digital media changed the nature of communication in service contexts, often allowing customers to interact instantly with service providers, the implications and opportunities for managing service employees are widely unknown. This is surprising, given that service employees are an important determinant of service firms’ success. This article examines the effects of real-time performance feedback on employees’ service performance and investigates both how and under what conditions timely feedback encourages employees’ engagement.

Design/methodology/approach

Two experiments test the conceptual model and the proposed hypotheses. A field experiment uses real customer feedback gathered after interaction with the app-chat of a large telecommunications provider. It tests the effect of feedback timing on service employees’ performance and also examines the effect of feedback timing on their engagement. A subsequent scenario-based experiment then investigates the influence of selected moderators on the feedback timing–engagement relationship.

Findings

This article finds that real-time feedback leads to greater service performance than subsequent feedback. Furthermore, real-time feedback positively affects service employee engagement through the perceived controllability of the feedback and the service situation. Finally, feedback valence, task goals, individuals’ need for closure (NCL), and gender interact with feedback timing to influence employee engagement.

Originality/value

This research investigates the potential of real-time performance feedback for service firms, combines and extends a variety of literature streams, and provides recommendations for the future management of service employees.

Details

Journal of Service Management, vol. 31 no. 3
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 12 October 2012

Robin Mackenzie and John Watts

The purpose of this paper is to consider oxytocin as a treatment for children diagnosed with callous unemotional [CU] traits, emotion regulation and whether moral disability is a…

339

Abstract

Purpose

The purpose of this paper is to consider oxytocin as a treatment for children diagnosed with callous unemotional [CU] traits, emotion regulation and whether moral disability is a meaningful category.

Design/methodology/approach

The paper discusses the relationship between psychiatric diagnoses, moral opprobrium and disability in relation to emotion regulation and diagnoses of callous unemotional conduct disorder (CUCD) and psychopathy, together with current research on oxytocin in humans.

Findings

Diagnoses of callous unemotional traits and psychopathy are problematic as a result of inbuilt moral opprobrium, while treating CUCD with oxytocin to promote prosociality through mandating a moral feeling brain oversimplifies how this neuropeptide operates in humans.

Originality/value

Oxytocin is currently under trial as a treatment for behavioural variant fronto‐temporal dementia, where patients display symptoms similar to those diagnosed with CUCD. As genetic, environmental and ethnic factors affect oxytocin's effects in humans, caution is warranted before supporting its use to treat CUCD. Moreover, such use may represent a reductionist technofix compared with addressing socioeconomic factors promoting the manifestation of CU traits as an adaptation.

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