Efficiency-oriented training and development based on service process observation and assessment in the workplace

Jinquan Zhou, Wenjin He

Research output: Contribution to journalArticlepeer-review

Abstract

Purpose: This paper aims to establish a service efficiency-oriented framework for training design and evaluation as a pivotal service procedure in the workplace to fill the gap between training and organizational performance in a service context. Design/methodology/approach: A semi-structured interview was first employed to confirm the primary indicator for training programs and criteria design as the pivotal factor for operational efficiency. An observation experiment was subsequently conducted to reveal that the training program can be redesigned according to the concrete operation effects and influencing factors for operational efficiency in the workplace. Findings: The proposed service efficiency-oriented training model is suggested to underline and guide the activities for training requirements, training methods, training criteria and training evaluation for the service sector. Training auditing, analyzing and redesigning based on service efficiency could help to integrate service efficiency so that service organizations can readjust their specific training needs and concise the training program in the human resource management practice. Research limitations/implications: This study only conducted an on-site observational experiment on one of the casinos in Macau. An observational method assessed the conceptual model in the context of table game operations. More quantitative approaches like AI-assisted systems may be employed in the future. The representativeness of the sample is somewhat limited. In addition, the service efficiency-oriented training concept model is an open system that any organization could extend by incorporating more elements in each part that can be developed to meet their human resource management needs. Finally, other service-oriented organizations like airlines and banks can learn from the theoretical model proposed in this article. It is suggested that non-profit organizations would be a better research area. Practical implications: The finding can provide organizations and practitioners with insights and tools on how to provide and evaluate service efficiency and assess employee performance. Social implications: The proposed service efficiency-oriented training model provides a theoretical foundation for training and organizational performance for service organizations. Originality/value: This study is the first to develop a service efficiency-oriented training framework with training needs, methods, criteria and evaluation. A service industry sample was used to verify the framework in the context of casino game pace and dealer training for table games. Suggestions for a combination of management are provided for casino operators to redesign and evaluate the dealer training program for service improvement.

Original languageEnglish
JournalInternational Journal of Productivity and Performance Management
DOIs
Publication statusAccepted/In press - 2023

Keywords

  • Casino dealer
  • Game pace
  • Service efficiency
  • Training
  • Training design
  • Training evaluation

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