PSYCHOLOGY MASTER'S THESIS ABSTRACT

Cynthia Morris

Industrial/Organizational
December 1991

Comparing and Evaluating Customer-Service Training Programs in Department Stores
 

    The purpose of this study was to determine the exact parameters of four department store training programs for sales associates.  An evaluation of job satisfaction, organizational commitment and sales comfort ratings for one of the four stores followed.

    Interviews with corporate trainers and review of training–program materials revealed that there were a number of parameters to department-store training programs, including feedback, incentive programs, product knowledge, relapse-prevention strategies, self-assessment measures, self-management techniques and personal-selling skills.
    The analysis of job satisfaction, organizational commitment and sales-comfort ratings indicated a positive relationship between some of the instruments and sales experience, present time on the job and age.  An item discrimination analysis slightly narrowed the number of items needed to assess sales-associate job satisfaction, commitment to the organization and sales comfort.  Implications for future research are discussed.

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