We econometrically evaluate the performance effects of a six month e-learning programme in a large retail chain with monthly data on sales revenue, for four years using panel regressions. Participants in early cohorts show positive performance effects during training periods that depreciate...

The management literature provides a variety of recommendations as to how workers customer orientation might be improved, including through training. Crucial factors in the process of transferring the contents of service quality training programs to practice, however, have not yet been...