The managerial consensus on the personnel training needs and importance in customer satisfaction development
Abstrakti
The article studies on the managerial consensus
between marketing management and human
resource development management on issues
relating personnel training needs and importance on
customer satisfaction development. lt was
hypothesised that there is a managerial consensus
between marketing management and HRD
management among the training needs and
importance in customer satisfaction development
programs. Two separate samples were collected
trom large and medium sized Finnish companies.
Empirical findings indicate that the consensus
dealing with both training needs and importance of
various items on customer satisfaction development
does exist. HRD management evaluated the training
needs somewhat larger than marketing
management.
