Service quality and training:  A pilot study

D Monk; Daniella Ryding

Service quality and training: A pilot study

D Monk, Daniella Ryding

Research output: Contribution to journal › Article › peer-review

Abstract

This paper represents an initial investigation into the strategic implications of providing training to all employees of coffee shops in the UK, including baristas (coffee makers) on temporary or part‐time job contracts. In particular, the paper aims to investigate whether service quality can be significantly improved by devoting substantial resources to staff training.

Original language	English
Pages (from-to)	627-636
Journal	British Food Journal
Volume	109
Issue number	8
Publication status	Published - 2007

Keywords

Customer services quality
Customer loyalty
Workplace training
Coffee
Shops

Cite this

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JO - British Food Journal

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Service quality and training: A pilot study

Abstract

Keywords

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