TRAINING AND DEVELOPMENT: A PATHWAY TO QUALITY SERVICE DELIVERY

Opritari Dadiowei
Doctoral Student
Department of Management,
Niger Delta University,
Nigeria.
08130828489
tarimaxy@yahoo.com

Barnabas Suotonye Stanfast (PhD)
Department of Management,
Niger Delta University,
Nigeria.
08036716199
stanfastbarnabas@ndu.edu.ng

    Abstract

Most business organizations seem to find it difficult or challenging in delivering quality services to their clients, this is due to the fact that the workers or employees of such organization lack the required skills and knowledge in executing their tasks within the organization. This theoretical study is carried out to ascertain how quality service delivery is influenced by training and development in organizations. From review of related literature, it was concluded that training and development has a positive influence on quality service delivery, business organizations that engage in training and development programs are seen to provide more qualitative services, that organizations’ engagement in job orientation, job rotation and workshops can enhance tangibility, reliability and responsiveness. The researcher further recommended that organizations should not neglect the aspect of training and development in their routine organizational operations, organizations should use qualified, skillful and experienced resource persons to train and develop their employees.

Keywords: Training, Development, Service, Delivery