Purpose – The purpose of this paper is to explore the delivery of corporate objectives in customer service in the training of employees in a cultural context at odds with the proposed training outcomes. Design/methodology/approach – A training program created to encourage collaborative and...

Purpose – The purpose of this paper is to identify the barriers to the implementation of a software system for managing job task analysis and competency‐based training in a large organization in the State of Kuwait. Why, in spite of many positive selling points, was this system rejected...