أثر التدريب و دعم الإدارة العليا على أداء موظفي الصف الأمامي في قطاع الخدمات في الأردن

الملخص EN

The study aimed to discover the effect of training and top management support on front line employees' performance in the service sector in Jordan.

A simple random sample was chosen from (320) employees of frontline employees' supervisors in service sector from hotels, banks, and hospitals which works in Amman, and the number of questionnaires were returned back and suitable for the statistical analysis were (216) questionnaires.

The study found that there is a significant effect for training and top management support for training on front line employees' satisfaction and performance, and training type and top management support were the most affective on front line employees' satisfaction.

Also the study found that training programs types, and duration were the most affective factors on the front line employees' performance, and the duration of training, and top management support for training were the most affective on the front line employees' productivity.

The training methods, and the duration of training were the most affective on the quality of perceived service, while there is no effect of training duration on front line employees' satisfaction, and also there is no effect of top management support on the quality of perceived service.

The results indicated that front line employees' performance varies according to employees' gender, age and qualification.

The study recommended the importance of developing plans from top management to determine training types, methods and duration, with supplying the required resources to support training, and the importance of focusing on technical training for front line employees.