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The rebirth of St Pancras: matching service to facilities Recruitment and induction of customer‐service officers have the “wow” factor

The rebirth of St Pancras: matching service to facilities Recruitment and induction of... Purpose – The paper aims to describe how London & Continental Railways resolved recruitment and training of customer‐service officers (CSOs) for the redeveloped St Pancras and new Ebbsfleet international stations within the latest phase of implementing high‐speed rail links between the UK and continental Europe. Design/methodology/approach – The paper details the role of consultant Echelon Learning in creating and implementing an innovative four‐stage process to deliver a service to complement the rebranding of St Pancras as a quality leisure and retail destination. Findings – The paper confirms the appropriateness‐to‐task of the process in both recruitment and induction of CSOs and reveals ongoing commitment to the same. Practical implications – The paper shows how staff induction and training have played an important part in the development of the St Pancras International brand. Originality/value – The paper highlights how London & Continental Railways was able quickly to identify and develop the best candidates from a large number of applicants. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Human Resource Management International Digest Emerald Publishing

The rebirth of St Pancras: matching service to facilities Recruitment and induction of customer‐service officers have the “wow” factor

Human Resource Management International Digest , Volume 16 (2): 6 – Mar 21, 2008

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Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0967-0734
DOI
10.1108/09670730810860663
Publisher site
See Article on Publisher Site

Abstract

Purpose – The paper aims to describe how London & Continental Railways resolved recruitment and training of customer‐service officers (CSOs) for the redeveloped St Pancras and new Ebbsfleet international stations within the latest phase of implementing high‐speed rail links between the UK and continental Europe. Design/methodology/approach – The paper details the role of consultant Echelon Learning in creating and implementing an innovative four‐stage process to deliver a service to complement the rebranding of St Pancras as a quality leisure and retail destination. Findings – The paper confirms the appropriateness‐to‐task of the process in both recruitment and induction of CSOs and reveals ongoing commitment to the same. Practical implications – The paper shows how staff induction and training have played an important part in the development of the St Pancras International brand. Originality/value – The paper highlights how London & Continental Railways was able quickly to identify and develop the best candidates from a large number of applicants.

Journal

Human Resource Management International DigestEmerald Publishing

Published: Mar 21, 2008

Keywords: Recruitment; Induction; Customer services quality; Rail transport; Training

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