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ERIC Number: ED352414
Record Type: Non-Journal
Publication Date: 1992-Nov
Pages: 11
Abstractor: N/A
Reference Count: N/A
Aggregating Case Study Data in Customer Service Training.
Barrington, Gail V.
An evaluation was conducted to determine the outcomes and impacts of participation in the ALBERTA BEST training program in terms of participant attitudes toward service excellence and business profitability. ALBERTA BEST is a customer service program offered by the Alberta (Canada) government. The evaluation involved a series of case studies conducted in a sample of tourism businesses during a 3-month period. This paper was prepared as a case study itself to explain how the theory was developed, cases were selected, measures were defined, and data were collected and aggregated into nine separate but similar case studies. A work plan presented in January of 1992 eventually developed into a statement of eight evaluation objectives. Case study sites were selected in three segments of the tourism industry. Sites were divided according to whether 60 percent of employees had received ALBERTA BEST training. Further definition of study objectives preceded data collection and instrument development. From February 7 through March 5, 1992, the study sites were visited. Data were aggregated through a developed data key to code and sort survey data, interview data, financial data, document analysis, and on-site observations. The final report was produced in April from the compendium. One figure illustrates the evaluation design. (SLD)
Publication Type: Reports - Evaluative; Speeches/Meeting Papers
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Canada