Purpose: The purpose of this paper is to offer a comparison of how human expertise is perceived by human resource development (HRD) scholars across several Western European countries and in the USA. Design/methodology/approach: A qualitative, exploratory approach using electronic mail was used for this study. In total, 36 leading HRD scholars from…

The management literature provides a variety of recommendations as to how workers' customer orientation might be improved, including through training. Crucial factors in the process of transferring the contents of service quality training programs to practice, however, have not yet been sufficiently analysed. This study proposes and tests a model…