Raises questions about the effectiveness of education and training for service quality. Suggests that the effectiveness of training can be enhanced by using facilitators to help transfer new skills into the workplace.
Seath, I. (1992), "Viewpoint Training ‐ a waste of effort?", Managing Service Quality: An International Journal, Vol. 2 No. 4, pp. 183-185. https://doi.org/10.1108/09604529210029308
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