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Employee Perception Of The Value Of Customer Focus Training In Public Transportation, Michael L. Dawkins
Employee Perception Of The Value Of Customer Focus Training In Public Transportation, Michael L. Dawkins
Walden Dissertations and Doctoral Studies
The number of service-oriented jobs has increased locally and nationally, and organizations are spending millions of dollars to train front-line employees to maintain customer satisfaction and compete in the service industry. Despite the financial investments of these training programs, little research has investigated the holistic effectiveness of customer-focused training (CFT) programs. Researchers found positive relationships between the constructs under investigation and reported that when CFT programs are delivered on a consistent basis with leadership support, they help build a service-oriented culture. The purpose of this case study was to investigate employee perceptions of CFT and relationships between performance, engagement, and …