A new toolkit to a new quality approach. Measuring employee behaviour within the context of service quality improvement
Eric SondervanNIPO BV, The NetherlandsFelix MaltenPostkantoren BV, The Netherlands andAnthony van ZonneveldMandev Europe BV, The Netherlands
One of the problems associated with employee training programmes is that they rarely show demonstrable results at the shop floor. This is mainly caused by the so-called transfer problem, meaning that skills that are learned in the training room or laboratory are not reproduced in the working environment (Tziner, Haccoun & Kadish, 1991). The few training programmes that do produce...