摘要：AbstractOne important and essential factor that influence service quality is training. However, the impact of training on service quality is still inconsistent in the literature. Therefore, a more detailed scrutiny of this relationship is clearly warranted. This study is conducted to further study this relationship by exploring the possibility that transfer of training is a mediator in the relationship between training and employee service quality. The data for this study were collected from employees of public sector organizations in Malaysia. The results from the present study supported the hypothesized mediation of transfer of training on the training-service quality relationship.
关键词：Service quality;Training;Transfer of training;Public sector;Malaysia
