DOI :10.24924/ijabm/2015.04/v3.iss1/368.375
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Nur Amalina Othman
Department of Business
KDU College, Penang

Saravanan Raman
Department of Business
KDU College, Penang

Keywords: Front Line employment, Workers, Employees, United Kingdom

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The increase of employment opportunities in the service-related industries continues to play an important role in the UK economy. According to the European definition, service products are known as "...entities over which ownership rights cannot be established. They cannot be traded separately from their production" (Eurostat, 2009, p.2). The companies involved does business activities involving the retail sector, public sector, financial sector, business administration and other service-related industries. With the expansion of service employment, training has been used by employers to improve skills of front-line workers, especially in areas of communication and customer service. This essay will discuss on the relationship between training and skills in front-line employment, and how does that affect workers as well as employers in general. It will also determine whether training is an instrument of control.


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