Establishing the financial returns arising from an evaluation of a retail training programme

2018 ◽  
Vol 50 (1) ◽  
pp. 20-31 ◽  
Author(s):  
Cecília Olexová
Keyword(s):  
Training Evaluation ◽  
Training Programme ◽  
Future Research ◽  
Retail Stores ◽  
Product Knowledge ◽  
Content Type ◽  
Retail Chain ◽  
Training Courses ◽  
Evaluation Of Training ◽  
Shop Assistant

Purpose The purpose of this paper is to propose an evaluation of training for shop assistants, specifically in retail chains. Design/methodology/approach The proposed evaluation is based on Kirkpatrick’s model and Phillips’ modification. The representative case study includes the application of the training evaluation at the fourth and fifth levels of evaluation in a particular chain of retail stores. The data were collected from the retail chain’s financial reports, internal documents related to training of employees and interviews with managers in the retail chain. Findings The results contribute to the training evaluation literature by presenting a training evaluation for shop assistant using evidence from a retail chain. The training focussed on selling skills and product knowledge; the details of evaluating the training are presented, encompassing mainly the benefits and costs of the training and return on investment calculation. Research limitations/implications The training evaluation was tested only in selected types of training courses for shop assistants. To generalise the results, its adoption in different types of training and retail companies is required in future research. Practical implications The application of this training evaluation should help to achieve training objectives and enhance the quality of training in the retail chain. The results of the paper can be used as practical inspiration for managers of retail stores. Originality/value This paper proposes and applies a specific evaluation of training courses in retail.

Ownership-based asymmetries in training evaluation practices of call centres

2019 ◽  
Vol 51 (1) ◽  
pp. 13-23 ◽  
Author(s):  
Muhammad Ali Asadullah ◽  
Jean Marie Peretti ◽  
Walid Derbel ◽  
Sarra Rajhi
Keyword(s):  
Firm Heterogeneity ◽  
Training Evaluation ◽  
Qualitative Inquiry ◽  
Future Research ◽  
Call Centre ◽  
Structured Interviews ◽  
Content Type ◽  
Evaluation Practice ◽  
Evaluation Practices ◽  
Measuring Training

Purpose The purpose of this paper is to explore the underlying asymmetries in training evaluation practices of call centre (CC) firms based on their “in-house” and “subcontractor” ownership heterogeneity. Design/methodology/approach The data for this qualitative inquiry were collected from key informants of 13 different CCs in Pakistan through semi-structured interviews. Findings The findings revealed various asymmetries in training evaluation practices among in-house and subcontractor CCs based on five different dimensions of two renowned training evaluation frameworks. Practical implications Training evaluation professionals can benefit from training evaluation methods identified in this study for measuring training evaluation practice and advancing future research. Originality/value This study has theoretically contributed to the existing research on firm heterogeneity and human resource management by focussing on training evaluation practices in CCs.

How do foreign customers' perceptions of product-harm crises affect their transfer of capability- and character-based stigma?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rui Xue ◽  
Gongming Qian ◽  
Zhengming Qian ◽  
Lee Li
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Country Of Origin ◽  
Spillover Effects ◽  
Future Research ◽  
Product Knowledge ◽  
Content Type ◽  
Stigma By Association ◽  
Product Preferences ◽  
Association Effect

PurposeCustomers often trace a product-harm crisis to the deviant firm's capability- or character-relevant issues. This study examines how capability- and character-based stigma associated with product-harm crises influence foreign customers' product preferences (i.e. brand affect and purchase intention) for other firms from the same country of origin.Design/methodology/approachQualitative survey data are used to test hypotheses with a structural equation model.FindingsThe authors find that negative capability judgment significantly affects foreign customers' product preferences for other firms from the same country of origin, whereas negative character judgment does not. However, customers' national animosity and product knowledge moderate the stigma spillover effects. Specifically, national animosity and product knowledge weaken the spillover effects of capability-based stigma but strengthen those of character-based stigma.Research limitations/implicationsFuture research could examine strategies for uninvolved firms to avoid the stigma-by-association effect. Moreover, due to the lack of resources to collect data, this study does not investigate how customers' generalized favorability and familiarity with crisis-stricken firms and uninvolved firms moderate the stigma-by-association effect.Originality/valueThe findings of this study advance our knowledge on product-harm crises and the stigma-by-association effect.

scholarly journals Exploring the motivations to participate in an online brand community: a study of 7–11-year-old children

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Robert James Thomas ◽  
Gareth Reginald Terence White ◽  
Anthony Samuel
Keyword(s):  
Conflict Resolution ◽  
Community Engagement ◽  
Future Research ◽  
Additional Contribution ◽  
Product Knowledge ◽  
Brand Community ◽  
Content Type ◽  
Product Categories ◽  
Longitudinal Position ◽  
The Uk

Purpose The purpose of this research is to understand what motivates 7–11-year-old children to participate in online brand communities (OBCs). Prior research has concentrated on prescriptive product categories (games and gaming), predominantly adolescent groups and the social aspects of community engagement and actual behaviour within communities, rather than the motivations to participate with the OBC. This has ultimately limited what has been gleaned, both theoretically and managerially, from this important segment. Design/methodology/approach An interpretive, longitudinal position is adopted, using a sample of 261 children (113 male and 148 female) from across the UK, using event-based diaries over a 12-month period, generating 2,224 entries. Findings Data indicate that children are motivated to participate in a brand community for four reasons: to support and ameliorate pre-purchase anxieties, resolve interpersonal conflicts, exact social dominance in terms of product ownership and perceptions of product knowledge and to actively engage in digitalised pester power. The study also reveals that certain motivational aspects such as conflict resolution and exacting dominance, are gender-specific. Research limitations/implications Knowledge of children’s motivation to engage with OBCs is important for marketers and brand managers alike as the data reveal markedly different stimuli when compared to known adult behaviours in the field. Given the nature of the study, scope exists for significant future research. Practical implications The study reveals behaviours that will assist brand managers in further understanding the complex and untraditional relationships that children have with brands and OBCs. Originality/value This study makes a novel examination of a hitherto little-explored segment of consumers. In doing so, it uncovers the theoretical and practical characteristics of child consumers that contemporary, adult-focussed literature does not recognise. The paper makes an additional contribution to theory by positing four new behavioural categories relating to community engagement – dependers, defusers, demanders and dominators – and four new motivational factors which are fundamentally different from adult taxonomies – social hegemony, parental persuasion, dilemma solving and conflict resolution.

Training evaluation of a sales programme in a Portuguese cosmetics SME

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Carla Curado ◽  
Inês Sousa
Keyword(s):  
Training Evaluation ◽  
Data Gathering ◽  
Training Programme ◽  
Content Type ◽  
Sales Training ◽  
Training Outcomes ◽  
Use Of Data ◽  
Medium Enterprise ◽  
Four Levels ◽  
Training Programmes

Purpose The purpose of this study is to describe the evaluation of a training programme in a Portuguese family’s small and medium enterprise (SME) in the cosmetics industry. This study addresses the four levels of the Kirkpatrick Model and estimates the return on investment (ROI) of a training programme in sales. Design/methodology/approach The study follows a case design to address the analysis of the training outcomes. This study uses data from 53 employees and explore the programme’s results. Findings This study provides evidence on the reactions of the trainees to the programme; the learning which results from it; and on the changes in trainees’ behaviours and the consequent results. This study also estimates the ROI of the programme; it is 5.55. Research limitations/implications The limitations to this study may be the use of data from a single training programme. Practical implications The research results offer managers some critical information in terms of future options in resource allocation. Training managers become more informed in making future choices on where to invest in training programmes. Originality/value The originality of the study regards the ROI estimation for an SME’s sales training programme. SMEs are not often addressed in the training evaluation literature. Because SMEs have limited organisational resources, and they do not invest much in training. Further, this estimation requires data gathering and reporting that is not commonly done, even for large firms.

Building operation and maintenance: manpower in Hong Kong

Facilities ◽  
2017 ◽  
Vol 35 (3/4) ◽  
pp. 220-241 ◽  
Author(s):  
Joseph H.K. Lai
Keyword(s):  
Hong Kong ◽  
Supply And Demand ◽  
The State ◽  
Future Research ◽  
Full Spectrum ◽  
Content Type ◽  
Operation And Maintenance ◽  
Training Courses ◽  
Building Operation ◽  
Manpower Needs

Purpose The study aims to reveal the state of building operation and maintenance (O&M) manpower in Hong Kong. In addition, the study included supply and demand of O&M practitioners, gaps between their required and possessed competences and ways to meet the manpower needs. Design/methodology/approach After developing a model that integrates manpower levels (L), trades (T) and natures (N) of O&M works (named as “LTN” model), a full spectrum of O&M jobs were established followed by collecting data of 75 organizations and 402 stakeholders through two surveys. Findings Besides the large O&M workforce, vacancy rates of the jobs were found to be significant. For the different trades and natures of O&M works, the knowledge/skills levels perceived by the stakeholders were lower than the corresponding importance levels. Research limitations/implications The methodology of the study can be used in future research for revealing the state of O&M manpower in Hong Kong and cities alike. The way in which the “LTN” model was developed may be used as a reference for constructing similar models for manpower research in other industries. Practical implications The findings and the measures for improving the O&M manpower can assist policymakers and human resources departments to formulate necessary education and training courses for the building industry. Originality/value The study is the first of its kind focusing on building O&M manpower. The state of the manpower it unveiled forms a basis for comparison with similar findings in future.

Exploring the vacuum in training evaluation: is this a case of mission impossible?

2009 ◽  
Vol 23 (5) ◽  
pp. 15-18 ◽  
Author(s):  
Tom Short
Keyword(s):  
Human Resource ◽  
Manufacturing Sector ◽  
Training Evaluation ◽  
Relevant Literature ◽  
Human Resource Professionals ◽  
Content Type ◽  
Organizational Settings ◽  
Evaluation Of Training ◽  
New Perspective ◽  
Practical Implications

PurposeThis paper presents research‐based insight on the challenges of evaluating training activities in today's complex organizational settings.Design/methodology/approachThe research is taken from three case studies conducted in the New Zealand manufacturing sector, as well as sources of relevant literature. The commentary takes a critical‐realist perspective and challenges learning and development professionals to address the poor reputation of training evaluation.FindingsHuman resource practitioners recognise the importance of gaining feedback from learning events, but research reports question the thoroughness of evaluation processes, claiming they rarely happen to the satisfaction of management. Consequently, training budgets become an easy target during periods of rationalization. The problem centres on overcoming the complexity of defining a meaningful cause/effect relationship between the training and resultant benefit. This research discovered the presence of an “evaluation vacuum” and nine thematic areas requiring close attention. The paper offers reasons why the evaluation of training is becoming increasingly difficult.Research limitationsThe findings are contextual and may not fit all settings, but they offer a comparative account of training evaluation in both straightforward and complex learning environments.Practical implicationsThe paper has real and practical implications for human resource professionals. Evaluation of training is not a trivial issue and organizations need to get much better at explaining the beneficial outcomes derived from investments in training.Originality/valueThis paper will be of value to human resource professionals and managers, assisting them to think differently about evaluating training. Innovative concepts such as the “evaluation vacuum” and the term “learning bleed” clarify priorities and contribute to a new perspective on evaluation.

scholarly journals Commentary on “a logic model for the implementation of a regional workforce strategy in positive behavioural support”

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Serena Rose Louisa Tomlinson
Keyword(s):  
Design Methodology ◽  
Logic Model ◽  
Content Type ◽  
Behavioural Support ◽  
Key Issues ◽  
Training Courses ◽  
Evaluation Of Training ◽  
Positive Behaviour Support

Purpose The purpose of this paper is to provide a commentary on “A logic model for the implementation of a regional workforce strategy in Positive Behavioural Support”. Design/methodology/approach This commentary provides a discussion of the importance of evaluating positive behaviour support (PBS) training and key issues relating to this. This provides a springboard from which researchers/practitioners may consider these issues when designing and evaluating PBS training courses. Findings Three main issues are explored: the necessary diversity and breadth of PBS training approaches, the outcome domains to be evaluated and wider systemic issues that may influence PBS training and evaluation of its effectiveness. Originality/value Effective PBS implementation requires robust training. To achieve this, it will be important for the field to overcome issues relating to the evaluation of training approaches.

scholarly journals Consumer attitudes towards electric vehicles

2018 ◽  
Vol 52 (3/4) ◽  
pp. 499-527 ◽  
Author(s):  
Roger Bennett ◽  
Rohini Vijaygopal
Keyword(s):  
Electric Vehicles ◽  
Process Analysis ◽  
Environmentally Friendly ◽  
Future Research ◽  
Product Knowledge ◽  
Content Type ◽  
Electric Cars ◽  
Self Image ◽  
Image Congruence ◽  
Willingness To Purchase

Purpose The purpose of this paper is to investigate the effects of gamification on connections between consumers’ self-image congruence in relation to the purchasers of an environmentally friendly product electric vehicles (EVs) and their possession of a stereotype of EV owners as being “unconventional”, and their attitudes towards EVs, having regard to their levels of environmental concern and prior knowledge of EVs. Additionally, the research explored the link between attitudes towards and willingness to purchase EVs. Design/methodology/approach Participants completed a questionnaire and an Implicit Association Test (IAT) both before and after playing a computer game wherein the player assumed the identity of an EV driver. A structural equation model was constructed to predict attitude to EVs. The relationship between attitude and willingness to purchase was examined via a conditional process analysis. Findings The experience of playing the game improved the favourability of the respondents’ stereotype of EV owners by an average of 19 per cent, and their attitude towards EVs by 17 per cent. Self-image congruence in relation to EV ownership increased on the average by 14 per cent and reported EV product knowledge by 8 per cent. However, willingness to purchase an EV was not substantially affected. The link between attitude and willingness to purchase was weak, but was significantly moderated by stereotype favourability and self-image congruence with EV owners. Research limitations/implications As with any IAT study, it was necessary to pre-specify a particular form of stereotype. Future research could employ alternative stereotypes. The investigation took place in a single country and involved a single environmentally friendly product. Practical implications Gamification has much potential for helping manufacturers and government agencies to stimulate the mass market for EVs. To negate unfavourable images of EV owners, marketing communications promoting EVs might usefully employ celebrities, sports personalities and/or leading political figures as exemplars of the types of people who drive electric cars. Originality/value The research is the first to explore the effects of gamification on product user self-image congruence and stereotype formation. It is novel both in its employment of an IAT to measure the consumer stereotype of an environmentally friendly product and in its examination of the moderating influences of stereotype and product user self-image congruence on the attitude-willingness to purchase link.

Comparing two mechanisms for green consumption: cognitive-affect behavior vs theory of reasoned action

2017 ◽  
Vol 34 (5) ◽  
pp. 442-454 ◽  
Author(s):  
Yu Liu ◽  
Sigal Segev ◽  
Maria Elena Villar
Keyword(s):  
Theory Of Reasoned Action ◽  
Reasoned Action ◽  
Relative Effectiveness ◽  
Equation Modeling ◽  
Future Research ◽  
Product Knowledge ◽  
Green Products ◽  
Convenience Sample ◽  
Content Type ◽  
Green Consumption

Purpose The purpose of this paper is to compare the effectiveness of the cognitive-affect behavior (CAB) model and the theory of reasoned action (TRA) model as well as their extended forms (with product knowledge) in predicting everyday green consumption among non-Hispanic White and Hispanic consumers. Design/methodology/approach Survey data from a convenience sample of 249 non-Hispanic Whites and 425 Hispanic adults were used to test the two models through structural equation modeling analyses. Findings While all tested models explained green consumption in both samples adequately, the basic TRA and the TPB (extended TRA) models were superior to the basic and extended CAB models. Including product knowledge further enhanced the predictive power of the two basic models. Research limitations/implications Self-reported surveys are subject to social desirability bias in the reporting of intentions and actual purchases of green products. Future research may attempt to collect data on actual green purchases. The selection of a general consumption context is limited in distinguishing between high- and low-involvement products. Future research should test the relative effectiveness of these models among specific green products with different levels of involvement. Practical implications Marketing and strategic communication programs should focus on increasing consumers’ positive attitudes about purchasing green products and promote green purchase intentions using intention-generating promotional tactics. This paper also stresses the need to increase consumers’ concrete knowledge about green products to drive actual purchase behavior. Social implications This paper can help communicators to further promote green consumption for routinely purchased consumer goods, which will ultimately enhance a healthier and more sustainable environment. Originality/value This paper extends the literature about green consumption, providing insights about the relative effectiveness of two widely accepted consumer behavior models. It implies that some models excel over others in terms of their explanatory power across consumer populations regardless of socio-demographic differences. It also stresses the importance of specifying explicitly behavioral control variables in green consumption research and provides a viable basis for the development of strategic marketing.

scholarly journals Advantages and potential challenges of data management in e-maintenance

2019 ◽  
Vol 25 (3) ◽  
pp. 378-396 ◽  
Author(s):  
Arian Razmi-Farooji ◽  
Hanna Kropsu-Vehkaperä ◽  
Janne Härkönen ◽  
Harri Haapasalo
Keyword(s):  
Data Management ◽  
Design Methodology ◽  
Management Practices ◽  
Future Research ◽  
Conceptual Approach ◽  
Content Type ◽  
Different Types ◽  
Maintenance Systems ◽  
Industry Leader ◽  
Practical Implications

Purpose The purpose of this paper is twofold: first, to understand data management challenges in e-maintenance systems from a holistically viewpoint through summarizing the earlier scattered research in the field, and second, to present a conceptual approach for addressing these challenges in practice. Design/methodology/approach The study is realized as a combination of a literature review and by the means of analyzing the practices on an industry leader in manufacturing and maintenance services. Findings This research provides a general understanding over data management challenges in e-maintenance and summarizes their associated proposed solutions. In addition, this paper lists and exemplifies different types and sources of data which can be collected in e-maintenance, across different organizational levels. Analyzing the data management practices of an e-maintenance industry leader provides a conceptual approach to address identified challenges in practice. Research limitations/implications Since this paper is based on studying the practices of a single company, it might be limited to generalize the results. Future research topics can focus on each of mentioned data management challenges and also validate the applicability of presented model in other companies and industries. Practical implications Understanding the e-maintenance-related challenges helps maintenance managers and other involved stakeholders in e-maintenance systems to better solve the challenges. Originality/value The so-far literature on e-maintenance has been studied with narrow focus to data and data management in e-maintenance appears as one of the less studied topics in the literature. This research paper contributes to e-maintenance by highlighting the deficiencies of the discussion surrounding the perspectives of data management in e-maintenance by studying all common data management challenges and listing different types of data which need to be acquired in e-maintenance systems.

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