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How does training improve customer service quality? The roles of transfer of training and job satisfaction

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  • Shen, Jie
  • Tang, Chunyong

Abstract

This study explores the roles of transfer of training and job satisfaction in the relationship between training and customer service quality. The data were collected from 230 employees and their supervisors and analyzed using structural equation modeling. The results show that training indirectly influences customer service quality through the mediation of transfer of training and job satisfaction. Moreover, training directly and indirectly affects transfer of training through the mediation of job satisfaction, which in turn partially mediates the relationship between transfer of training and customer service quality. Furthermore, perceived organizational support (POS) moderates the relationship between training and transfer of training. This study extends social exchange theory, norm of reciprocity, and goal setting theory. Practical implications and future research directions are discussed.

Suggested Citation

  • Shen, Jie & Tang, Chunyong, 2018. "How does training improve customer service quality? The roles of transfer of training and job satisfaction," European Management Journal, Elsevier, vol. 36(6), pages 708-716.
    • Handle: RePEc:eee:eurman:v:36:y:2018:i:6:p:708-716
    DOI: 10.1016/j.emj.2018.02.002
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    1. Falk, Armin & Fischbacher, Urs, 2006. "A theory of reciprocity," Games and Economic Behavior, Elsevier, vol. 54(2), pages 293-315, February.
    2. Allen, Jim & van der Velden, Rolf, 2001. "Educational Mismatches versus Skill Mismatches: Effects on Wages, Job Satisfaction, and On-the-Job Search," Oxford Economic Papers, Oxford University Press, vol. 53(3), pages 434-452, July.
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    Cited by:

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    3. Mengmeng Wang & Wenjie Yang, 2021. "What Drives Rural Consumers to Change E-Commerce Attitude and Adopt E-Commerce through the Moderating Role of Corporate Social Responsibility in an Emerging Market? An Empirical Investigation in the C," Sustainability, MDPI, vol. 13(23), pages 1-22, November.
    4. Abd Al-Aziz Al-refaei & Hairuddin Bin Mohd Ali & Ali Ahmed Ateeq & Mohammed Alzoraiki, 2023. "An Integrated Mediating and Moderating Model to Improve Service Quality through Job Involvement, Job Satisfaction, and Organizational Commitment," Sustainability, MDPI, vol. 15(10), pages 1-22, May.
    5. Jung Woo Han & Seng Kiat Kok & Robert McClelland, 2023. "The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(6), pages 3006-3019, November.
    6. Jorge Luis García-Alcaraz & Francisco Javier Flor-Montalvo & Liliana Avelar-Sosa & Cuauhtémoc Sánchez-Ramírez & Emilio Jiménez-Macías, 2019. "Human Resource Abilities and Skills in TQM for Sustainable Enterprises," Sustainability, MDPI, vol. 11(22), pages 1-22, November.
    7. Faisal Mohammed O. Almaslukh & Haliyana Khalid & Alaa Mahdi Sahi, 2022. "The Impact of Internal Marketing Practices on Employees’ Job Satisfaction during the COVID-19 Pandemic: The Case of the Saudi Arabian Banking Sector," Sustainability, MDPI, vol. 14(15), pages 1-15, July.
    8. Cheng-Feng Cheng, 2020. "Revisiting Internal Marketing for the Determinants of Job (Dis)Satisfaction by Using Asymmetric Approach," Sustainability, MDPI, vol. 12(9), pages 1-15, May.

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