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ERIC Number: ED454385
Record Type: Non-Journal
Publication Date: 2001
Pages: 25
Abstractor: N/A
Reference Count: N/A
Issues in Training. Symposium 39. [AHRD Conference, 2001].
This symposium on issues in training consists of three presentations. "Improving Customer Service Training in Korea" (Namhee Kim) reports findings from interviews of customer service employees who identified these customer service issues: training for service recovery is needed; additional service gives a strong impression to customers; good and bad service behaviors are not in the same areas; empowering customer service employees is necessary; training cannot cure all customer service problems; and technology plays a critical role in customer service and employee training. "Organizational Culture and Training Effectiveness" (Kay J. Bunch) examines the link between organizational culture and training effectiveness based on a review of literature related to organizational culture and subcultures, organizational context, transfer of training, and occupational professionalism. "The Intersection of Training and Careers: An Examination of Trends of Vocational and Professional Certification and a Call for Future Research" (Shani D. Carter) examines the increase in the number of skill certifications available, discusses legislative causes of these increases, and notes the current lack of published peer-reviewed analyses of statistical validity of certification exams. All three papers include substantial bibliographies. (YLB)
Publication Type: Collected Works - General; Speeches/Meeting Papers
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: South Korea