Purpose – The aim of this paper is to determine whether the effort invested by service companies in employee training has an impact on their economic performance. Design/methodology/approach – The study centres on an intensive labor sector, where the perception of service quality depends on...

Purpose – The aim of this paper is to determine whether the effort invested by service companies in employee training has an impact on their economic performance. Design/methodology/approach – The study centres on an intensive labor sector, where the perception of service quality depends on...

Purpose – The purpose of this paper is to draw attention to value‐creating processes and their impacts on human capital valuation in high‐contact service industries. Design/methodology/approach – The main argument in this paper is developed from existing theoretical and empirical...