Customer satisfaction and training program quality

Martin Mulder

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    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 languageEnglish
    Title of host publicationAcademy of Human Resource Development 1996 Conference Proceedings
    Subtitle of host publicationFebruary 29 - March 3, 1996, Minneapolis, MN
    EditorsElwood F. Holton III
    Place of PublicationAustin, TX
    PublisherAcademy of Human Resource Development
    Number of pages8
    Publication statusPublished - 8 Jan 1996
    EventAcademy of Human Resource Development International Research Conference 1996 - Minneapolis, United States
    Duration: 29 Feb 19963 Mar 1996


    ConferenceAcademy of Human Resource Development International Research Conference 1996
    Abbreviated titleAHRD
    Country/TerritoryUnited States


    • METIS-137502

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