Customer satisfaction and training program quality

Martin Mulder

Customer satisfaction and training program quality

Martin Mulder

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

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Abstract

Many authors in the field of quality management stress the importance ofcustomer satisfaction. Meeting customer requirements is conceived of as animportant indicator of quality of a product or a service (Juran, 1992). Scholars inthe field of HRD however, stress the importance of achieving performanceimprovement (Swanson, 1994). They contend that HRD interventions should haveimpact on the organisation, or effects on business results. The indicators oftraining effects that are meant here, are defined on a higher system level. Thismeans that reactions of recipients of training services are perceived as being lessimportant than improvement of expertise, transfer of expertise to the job, andattaining business process targets.

Original language	English
Title of host publication	Academy of Human Resource Development 1996 Conference Proceedings
Subtitle of host publication	February 29 - March 3, 1996, Minneapolis, MN
Editors	Elwood F. Holton III
Place of Publication	Austin, TX
Publisher	Academy of Human Resource Development
Pages	688-695
Number of pages	8
Publication status	Published - 8 Jan 1996
Event	Academy of Human Resource Development International Research Conference 1996 - Minneapolis, United States Duration: 29 Feb 1996 → 3 Mar 1996

Conference

Conference	Academy of Human Resource Development International Research Conference 1996
Abbreviated title	AHRD
Country/Territory	United States
City	Minneapolis
Period	29/02/96 → 3/03/96

Keywords

METIS-137502

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abstract = "Many authors in the field of quality management stress the importance ofcustomer satisfaction. Meeting customer requirements is conceived of as animportant indicator of quality of a product or a service (Juran, 1992). Scholars inthe field of HRD however, stress the importance of achieving performanceimprovement (Swanson, 1994). They contend that HRD interventions should haveimpact on the organisation, or effects on business results. The indicators oftraining effects that are meant here, are defined on a higher system level. Thismeans that reactions of recipients of training services are perceived as being lessimportant than improvement of expertise, transfer of expertise to the job, andattaining business process targets.",

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Mulder, M 1996, Customer satisfaction and training program quality. in EF Holton III (ed.), Academy of Human Resource Development 1996 Conference Proceedings: February 29 - March 3, 1996, Minneapolis, MN. Academy of Human Resource Development, Austin, TX, pp. 688-695, Academy of Human Resource Development International Research Conference 1996, Minneapolis, Minnesota, United States, 29/02/96.

Customer satisfaction and training program quality. / Mulder, Martin.
Academy of Human Resource Development 1996 Conference Proceedings: February 29 - March 3, 1996, Minneapolis, MN. ed. / Elwood F. Holton III. Austin, TX: Academy of Human Resource Development, 1996. p. 688-695.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

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ER -

Customer satisfaction and training program quality

Abstract

Conference

Keywords

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