...Abdul Rahim Zumrah Purpose – The purpose of this study is to highlight the importance role of transfer of training as a mediator in the relationship between training and service quality. Design/methodology/approach – The data of this study were collected from three sources: the employees...

... analysis. © Emerald Group Publishing Limited 2013 Quality assurance Learning evaluation Stakeholders Self‐assessment Service quality Vocational training A different focus on quality is given by service quality models that are mainly oriented to the output (and not the process...

... attributed to IIP and so get beyond the “plaque on the wall”. © MCB UP Limited 1999 Local government Service quality Scotland Investors In People (IIP) is almost unique among British Government sponsored initiatives in that it enjoys almost universal support; from across the political...

... facilities and selecting from an appealing choice of food and wine menus. © MCB UP Limited 1998 Consumer behaviour Consumer marketing Customer service Hospitality industry Service delivery systems Service quality If managers are to tackle the challenge of meeting the individual needs...