“Hands‐on” approach keeps GNER on track

Abstract

Christopher Garnett, chief executive of the UK’s Great North Eastern Railway (GNER), takes a hands‐on approach to customer service. He could sit back and enjoy red‐carpet treatment aboard his own trains, but he is more likely to be found handing out newspapers to passengers and delivering the bad news in person if there is a problem.

Citation

(2002), "“Hands‐on” approach keeps GNER on track", Human Resource Management International Digest, Vol. 10 No. 6, pp. 17-19. https://doi.org/10.1108/09670730210792313