Firm size and the effectiveness of training for customer service

Citation

Lee, G.J. (2012), "Firm size and the effectiveness of training for customer service", Human Resource Management International Digest, Vol. 20 No. 7. https://doi.org/10.1108/hrmid.2012.04420gaa.009

Firm size and the effectiveness of training for customer service

Article Type: Abstracts From: Human Resource Management International Digest, Volume 20, Issue 7

Lee G.J.The International Journal of Human Resource Management (UK), June 2012, Vol. 23 No. 11-12, Start page: 2597, No. of pages: 17

Discusses that while training is usually believed to increase firm performance, larger firms are generally more likely to implement and possibly benefit from training. Extends this literature by testing the moderation effect of firm size on the relationship between training and customer service among 735 firms. Finds unique elements such as the placement of training within an overall high-performance HR system, customer service as an outcome, and the South African context. Finds that benefits of training for customer service do increase significantly with firm size, with substantial benefit only occurring in large firms. Finds that implications arise for both policy and practice.ISSN: 0958-5192Reference: 41AL947

Keywords: Customer service, High-performance human resource management, Organization size, Training