The effect of staff training practices on customer satisfaction (PDF)

Thesis (M.A.) from the year 2017 in the subject Business economics - Business Management, Corporate Governance, grade: 2.1, University of Ulster, language: English, abstract: In response to an increasingly competitive marketplace, growing research attention is being devoted to factors that contribute to desired consumer satisfaction (CS). Some researchers argue that employee training has more positive effect on CS rather than other human resource practices. Hence, as lack of research has been done regarding the effect of staff training practices on customer satisfaction, this study may be beneficial and can contribute to the literature where the interaction between staff training and customer satisfaction has not been obviously determined.

As it was identified, the company like Pret A Manger is highly focused on employee training, because it is believed that it helps to achieve the highest levels of satisfied consumers. Subsequently, organisations have to consider the effectiveness of employee training as a strong contributor to attaining organisational goals. This investigation will determine the link and the influence of staff training practices on customer satisfaction in order to fill the gap in the literature.