Exploring a possible route through which training affects organizational performance: the case of a Greek bank

Abstract

Despite the dithyramb on training found throughout the literature, its impact on organizational performance still remains a ‘black box’ yet to be unlocked. Indeed, neither the intervening process nor the factors that mediate training effectiveness have been substantively explored or linked together in a framework. In this paper, gaining insights from the concept of the balanced scorecard and using the service profit chain as a strategy map, an attempt is made to formulate a casual linkage value chain that highlights one possible route through which training can impact organizational performance. Using a predictive design, data were collected from multiple sources (employees, customers, and the bank's financial records) and raters from a sample of 30 branches of a Greek bank. The findings confirmed a framework illuminating a value exchange process ignited by training. More precisely, the results suggested that a formal, structured, and long-term approach to training, as well as certain pre- and post-training conditions and activities, improve training effectiveness by creating positive perceptions about the training's value. The generated for employees value results to higher levels of job satisfaction which boosts employee loyalty, creating in this sense value for the organization. This value is reflected to customers, in terms of better service quality, and reciprocated to the organization through higher customer satisfaction and branch loyalty leading to improved profitability at the branch level.

Keywords:

• balanced scorecard
• Greece
• organizational performance
• research
• service profit chain
• training effectiveness

Acknowledgements

Niki Glaveli would like to express her gratitude to the A.S. Onassis Public Benefit Foundation for providing the grants to fund her PhD research. Part of this work is incorporated in this paper.