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首页> 外文期刊>Journal of African Business >Employee Training and Development as an Antecedent of Firm Customer Capabilities: Longitudinal Moderation by Firm Size and Market Type
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Employee Training and Development as an Antecedent of Firm Customer Capabilities: Longitudinal Moderation by Firm Size and Market Type

机译：员工培训和开发作为企业客户能力的先行者：坚定的尺寸和市场类型纵向适度

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摘要

Employee training and development are usually believed to improve various elements of firm outcomes including customer outcomes and capabilities. However, theory and substantial evidence suggests that training outcomes differ by firm size, with larger firms potentially benefiting more. Theory may also suggest that that training and development have a greater overall impact in emerging economies which may lack the depth of educational systems as well as digitization and automation of customer service enjoyed in advanced economies. The current article extends this literature, testing the main effect of training and development on customer loyalty and moderation effects of firm size and market type on this main relationship among 2056 listed firms across 66 countries and using annual panel data spanning 2010-2016. However, the empirical results find support for neither strong effects of training and development on customer loyalty nor for the proposed moderation effects. Unique elements of this research include the longitudinal and large-sample, global methodology as well as the unusual null-effects findings which contradict earlier findings and may provide food for thought in this field.
机译：员工培训和发展通常据信，改善了包括客户成果和能力的公司成果的各种要素。然而，理论和实质性证据表明，培训结果因公司规模而异，较大的公司可能受益更多。理论也可能表明，培训和发展在新兴经济体中对可能缺乏教育系统的深度以及在先进经济体中享有的客户服务的数字化和自动化，对新兴经济体进行了更大的影响。目前的文章延长了这一文献，测试了培训和发展对培训和发展对公司规模和市场类型的主要效果以及在66个国家的2056家上市公司之间的主要关系，并使用2010-2016的年度小组数据。然而，经验结果为客户忠诚度的培训和开发都没有强烈影响，也可以获得良好的培训和发展。本研究的独特元素包括纵向和大型样本，全球方法以及不寻常的零效应结果，与此矛盾的结果相矛盾，并可在该领域提供思想的食物。

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