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

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.