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ERIC Number: ED568219
Record Type: Non-Journal
Publication Date: 2014
Pages: 110
Abstractor: As Provided
ISBN: 978-1-3038-5059-2
Evaluating the Implementation of a Training Program for Improving Quality Service: An Action Research Study
Pierre, Ketly Dieudonne
ProQuest LLC, D.Ed. Dissertation, Capella University
There is a need to implement a comprehensive training program to build employees' knowledge, skills, and attitudes in order to improve quality service at ABC Restaurant because of a surge in customer complaints. The purpose of this study was to develop a training program that included an employee handbook as a training tool, a handbook designed specifically to address the needs of the organization. The main research question was concerned with the extent to which training intervention increases professional skills within a customer service-based restaurant desiring to deliver quality customer service. The theoretical framework for this study was founded on Kirkpatrick's four-level training evaluation model. The theory underlying Kirkpatrick's evaluation model supports the notion that in order to expect organizational results, a positive change in behavior (job performance) and learning must occur. The qualitative study focused on five employees, including the owner, who had been working in a small family-owned restaurant with a varying degree of experience, knowledge and skills. The Kirkpatrick Partners' interview guide questions were used as the instrument to generate open-ended questions in this study. The researcher analyzed the data and used Creswell's qualitative data analysis and interpretation process to develop the thematic codes. The major finding of the study was that the training intervention program was able to increase employees' knowledge, deepen their skills, and improve their overall attitude. Small business owners should consider incorporating this type of training program despite the training costs. Through investing in the quality of their labor force, the management is actually investing in the quality of its business. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page:]
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Publication Type: Dissertations/Theses - Doctoral Dissertations
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A