摘要：This study sought to obtain insight and observe possible correlations of customerinteraction and service training that involves engaging employees within learning environmentswhich are conducive to improving employee-customer interaction and quality of serviceprovided to the organization’s patrons. Such training was provided to employees with theintended purpose of effecting an increase in customer satisfaction. A phenomenon of increasedpositivity among employees was later observed, coinciding with the delivery of the customerinteraction/service training; training that did not address employee-to-employee relationships.This case study attempts to analyze said phenomenon within one franchised food serviceestablishment.
关键词：Customer service training; employee relationships; positive organizational behavior;organizational citizenship behavior; work climate
