• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>Industrial and Commercial Training >Training customers: an organizational experience
【24h】

Training customers: an organizational experience

机译：培训客户：组织经验

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

Purpose - To analyze, through a case study, the essential premises on the basis of which a training plan for the customers of any given firm can be designed, implemented and evaluated. Design/methodology/approach - This paper starts with a review of the literature on customer service training, which is followed by a discussion on how a training plan for customers could be elaborated. After that, the case method is applied (mainly through semi-structured interviews) to a firm that approaches this type of training in an innovative way. Findings - Concludes that a training plan for the firm's internal staff cannot be extrapolated to customers. Describes how training plans must be modified so as to adapt them to customers. Research limitations/implications - It will be nesessary to identify other cases and check to what extent the methodology resembles the one we have applied and how successful it is, so that a standard action protocol can be established. Practical implications - Presents a real case of success at customer training in an industrial firm and provides a model, not only for future research, but also for the direct implementation of these techniques by other firms belonging to any industrial sector. Originality/value - The accurate description of a training plan for customers made by an industrial firm and its treatment based on the study of a real case. The establishment of action guidelines that will pave the way for further academic research in this field as well as its clear business applicability.
机译：目的-通过案例分析来分析必要前提，在此基础上可以设计，实施和评估针对任何给定公司的客户的培训计划。设计/方法/方法-本文首先回顾有关客户服务培训的文献，然后讨论如何制定针对客户的培训计划。之后，案例方法（主要通过半结构化访谈）应用于以创新方式进行此类培训的公司。调查结果-认为不能将公司内部员工的培训计划外推给客户。描述必须如何修改培训计划，以使其适应客户。研究的局限性/含意-识别其他情况并检查该方法在何种程度上类似于我们所采用的方法以及该方法的成功程度将非常必要，以便可以建立标准的行动方案。实际意义-展示了在一家工业公司成功进行客户培训的真实案例，并提供了一个模型，不仅用于将来的研究，而且还为任何行业的其他公司直接实施这些技术提供了模型。原创性/价值-对工业公司制定的针对客户的培训计划的准确描述及其根据实际案例研究的处理方法。制定行动指南将为该领域的进一步学术研究及其明确的业务适用性铺平道路。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号