How to enhance the impact of training on service quality?
Purpose – The purpose of this study is to highlight the importance role of transfer of training as a mediator in the relationship between training and service quality. Design/methodology/approach – The data of this study were collected from three sources: the employees of public sector organizations...
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| Veröffentlicht in: | The journal of workplace learning 2015-10, Vol.27 (7), p.514-529 |
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| container_issue | 7 |
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| container_title | The journal of workplace learning |
| container_volume | 27 |
| creator | Zumrah, Abdul Rahim |
| description | Purpose
– The purpose of this study is to highlight the importance role of transfer of training as a mediator in the relationship between training and service quality.
Design/methodology/approach
– The data of this study were collected from three sources: the employees of public sector organizations in Malaysia who participated in a Basic Financial Management training program, their supervisors and their colleagues through surveys. The data were analyzed using structural equation modeling.
Findings
– The findings reveal that transfer of training mediated the relationship between training and service quality.
Research limitations/implications
– The finding illustrate that management in public sector need to ensure that their employees apply the new learned knowledge and skills at the workplace following the training to maximize the return of training investment.
Originality/value
– This study extends the literature by providing empirical evidence that transfer of training has a mediating effects on the relationship between training and employee service quality in the context of public sector organizations in Malaysia, a non-Western context that located in Southeast Asia. |
| doi_str_mv | 10.1108/JWL-06-2014-0048 |
| format | Article |
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– The purpose of this study is to highlight the importance role of transfer of training as a mediator in the relationship between training and service quality.
Design/methodology/approach
– The data of this study were collected from three sources: the employees of public sector organizations in Malaysia who participated in a Basic Financial Management training program, their supervisors and their colleagues through surveys. The data were analyzed using structural equation modeling.
Findings
– The findings reveal that transfer of training mediated the relationship between training and service quality.
Research limitations/implications
– The finding illustrate that management in public sector need to ensure that their employees apply the new learned knowledge and skills at the workplace following the training to maximize the return of training investment.
Originality/value
– This study extends the literature by providing empirical evidence that transfer of training has a mediating effects on the relationship between training and employee service quality in the context of public sector organizations in Malaysia, a non-Western context that located in Southeast Asia.</description><identifier>ISSN: 1366-5626</identifier><identifier>EISSN: 1758-7859</identifier><identifier>DOI: 10.1108/JWL-06-2014-0048</identifier><language>eng</language><publisher>Bradford: Emerald Group Publishing Limited</publisher><subject>Attitudes ; Customer services ; Employees ; Employment training programs ; HR & organizational behaviour ; Human resource management ; Human Resources ; Internal customers ; Job Performance ; Knowledge ; Literature Reviews ; Private Sector ; Professional relationships ; Public sector ; Quality of service ; Researchers ; Structural equation modeling ; Studies ; Supervisors ; Training & development ; Transfer of Training</subject><ispartof>The journal of workplace learning, 2015-10, Vol.27 (7), p.514-529</ispartof><rights>Emerald Group Publishing Limited</rights><rights>Emerald Group Publishing Limited 2015</rights><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c1154-c9c9a5dcfa1b7149fc9e8d7298c8311a32880ae9f607cbe2f9607631be5e16f13</citedby></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktopdf>$$Uhttps://www.emerald.com/insight/content/doi/10.1108/JWL-06-2014-0048/full/pdf$$EPDF$$P50$$Gemerald$$H</linktopdf><linktohtml>$$Uhttps://www.emerald.com/insight/content/doi/10.1108/JWL-06-2014-0048/full/html$$EHTML$$P50$$Gemerald$$H</linktohtml><link.rule.ids>314,776,780,961,11614,21674,27901,27902,52661,52664,53219,53347</link.rule.ids></links><search><creatorcontrib>Zumrah, Abdul Rahim</creatorcontrib><title>How to enhance the impact of training on service quality?</title><title>The journal of workplace learning</title><description>Purpose
– The purpose of this study is to highlight the importance role of transfer of training as a mediator in the relationship between training and service quality.
Design/methodology/approach
– The data of this study were collected from three sources: the employees of public sector organizations in Malaysia who participated in a Basic Financial Management training program, their supervisors and their colleagues through surveys. The data were analyzed using structural equation modeling.
Findings
– The findings reveal that transfer of training mediated the relationship between training and service quality.
Research limitations/implications
– The finding illustrate that management in public sector need to ensure that their employees apply the new learned knowledge and skills at the workplace following the training to maximize the return of training investment.
Originality/value
– This study extends the literature by providing empirical evidence that transfer of training has a mediating effects on the relationship between training and employee service quality in the context of public sector organizations in Malaysia, a non-Western context that located in Southeast Asia.</description><subject>Attitudes</subject><subject>Customer services</subject><subject>Employees</subject><subject>Employment training programs</subject><subject>HR & organizational behaviour</subject><subject>Human resource management</subject><subject>Human Resources</subject><subject>Internal customers</subject><subject>Job Performance</subject><subject>Knowledge</subject><subject>Literature Reviews</subject><subject>Private Sector</subject><subject>Professional relationships</subject><subject>Public sector</subject><subject>Quality of service</subject><subject>Researchers</subject><subject>Structural equation 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Rahim</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c1154-c9c9a5dcfa1b7149fc9e8d7298c8311a32880ae9f607cbe2f9607631be5e16f13</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2015</creationdate><topic>Attitudes</topic><topic>Customer services</topic><topic>Employees</topic><topic>Employment training programs</topic><topic>HR & organizational behaviour</topic><topic>Human resource management</topic><topic>Human Resources</topic><topic>Internal customers</topic><topic>Job Performance</topic><topic>Knowledge</topic><topic>Literature Reviews</topic><topic>Private Sector</topic><topic>Professional relationships</topic><topic>Public sector</topic><topic>Quality of service</topic><topic>Researchers</topic><topic>Structural equation modeling</topic><topic>Studies</topic><topic>Supervisors</topic><topic>Training & development</topic><topic>Transfer of 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Psychology</collection><collection>ProQuest Central Basic</collection><jtitle>The journal of workplace learning</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Zumrah, Abdul Rahim</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>How to enhance the impact of training on service quality?</atitle><jtitle>The journal of workplace learning</jtitle><date>2015-10-01</date><risdate>2015</risdate><volume>27</volume><issue>7</issue><spage>514</spage><epage>529</epage><pages>514-529</pages><issn>1366-5626</issn><eissn>1758-7859</eissn><abstract>Purpose
– The purpose of this study is to highlight the importance role of transfer of training as a mediator in the relationship between training and service quality.
Design/methodology/approach
– The data of this study were collected from three sources: the employees of public sector organizations in Malaysia who participated in a Basic Financial Management training program, their supervisors and their colleagues through surveys. The data were analyzed using structural equation modeling.
Findings
– The findings reveal that transfer of training mediated the relationship between training and service quality.
Research limitations/implications
– The finding illustrate that management in public sector need to ensure that their employees apply the new learned knowledge and skills at the workplace following the training to maximize the return of training investment.
Originality/value
– This study extends the literature by providing empirical evidence that transfer of training has a mediating effects on the relationship between training and employee service quality in the context of public sector organizations in Malaysia, a non-Western context that located in Southeast Asia.</abstract><cop>Bradford</cop><pub>Emerald Group Publishing Limited</pub><doi>10.1108/JWL-06-2014-0048</doi><tpages>16</tpages></addata></record> |
| fulltext | fulltext |
| identifier | ISSN: 1366-5626 |
| ispartof | The journal of workplace learning, 2015-10, Vol.27 (7), p.514-529 |
| issn | 1366-5626 1758-7859 |
| language | eng |
| recordid | cdi_proquest_journals_2250595684 |
| source | Standard: Emerald eJournal Premier Collection; Emerald A-Z Current Journals |
| subjects | Attitudes Customer services Employees Employment training programs HR & organizational behaviour Human resource management Human Resources Internal customers Job Performance Knowledge Literature Reviews Private Sector Professional relationships Public sector Quality of service Researchers Structural equation modeling Studies Supervisors Training & development Transfer of Training |
| title | How to enhance the impact of training on service quality? |
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