Keywords
Citation
Lee, G.J. (2012), "Firm size and the effectiveness of training for customer service", Strategic Direction, Vol. 28 No. 11. https://doi.org/10.1108/sd.2012.05628kaa.007
Publisher
:Emerald Group Publishing Limited
Copyright © 2012, Emerald Group Publishing Limited
Firm size and the effectiveness of training for customer service
Article Type: Abstracts From: Strategic Direction, Volume 28, Issue 11
Lee G.J. The International Journal of Human Resource Management, June 2012, Vol. 23 No. 11, Start page: 2597, No. of pages: 17
Training is usually believed to increase firm performance. However, larger firms are generally more likely to implement and possibly benefit from training. The current article extends this literature, testing the moderation effect of firm size on the relationship between training and customer service among 735 firms. Unique elements include the placement of training within an overall high-performance HR system, customer service as an outcome, and the South African context. The benefits of training for customer service do increase significantly with firm size, with substantial benefit only occurring in large firms. Implications arise for both policy and practice. Article type: Research paper ISSN: 0958-5192 Reference: 41AL947
Keywords: Customer service, Customer service, High-performance human resource management, Organization size, Organization size, Training