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.
|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|
|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||Academy of Human Resource Development International Research Conference 1996|
|Period||29/02/96 → 3/03/96|
Mulder, M. (1996). Customer satisfaction and training program quality. In E. F. Holton III (Ed.), Academy of Human Resource Development 1996 Conference Proceedings: February 29 - March 3, 1996, Minneapolis, MN (pp. 688-695). Austin, TX: Academy of Human Resource Development.