{"id":"https://openalex.org/W311350353","doi":null,"title":"Employee Perception of the Value of Customer Focus Training in Public Transportation","display_name":"Employee Perception of the Value of Customer Focus Training in Public Transportation","publication_year":2015,"publication_date":"2015-01-01","ids":{"openalex":"https://openalex.org/W311350353","mag":"311350353"},"language":"en","primary_location":{"id":"pmh:oai:scholarworks.waldenu.edu:dissertations-1490","doi":null,"is_oa":true,"landing_page_url":"https://scholarworks.waldenu.edu/dissertations/491","pdf_url":"https://scholarworks.waldenu.edu/dissertations/491","source":{"id":"https://openalex.org/S4377196507","display_name":"ScholarWorks (Walden University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I80046288","host_organization_name":"Walden University","host_organization_lineage":["https://openalex.org/I80046288"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Walden Dissertations and Doctoral Studies","raw_type":"text"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://scholarworks.waldenu.edu/dissertations/491","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5009330688","display_name":"Michael L. Dawkins","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I80046288","display_name":"Walden University","ror":"https://ror.org/02qp2hh41","country_code":"US","type":"education","lineage":["https://openalex.org/I80046288"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Michael L. Dawkins","raw_affiliation_strings":["Walden Univ"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Walden Univ","institution_ids":["https://openalex.org/I80046288"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5009330688"],"corresponding_institution_ids":["https://openalex.org/I80046288"],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11994","display_name":"Human Resource Development and Performance Evaluation","score":0.885699987411499,"subfield":{"id":"https://openalex.org/subfields/3202","display_name":"Applied Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11994","display_name":"Human Resource Development and Performance Evaluation","score":0.885699987411499,"subfield":{"id":"https://openalex.org/subfields/3202","display_name":"Applied Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.09560000151395798,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14309","display_name":"Employee Performance and Management","score":0.011699999682605267,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/public-transport","display_name":"public transport","score":0.8240000009536743},{"id":"https://openalex.org/keywords/employee-perceptions","display_name":"employee perceptions","score":0.8870000243186951},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.5920000076293945},{"id":"https://openalex.org/keywords/frontline-workers","display_name":"frontline workers","score":0.7929999828338623},{"id":"https://openalex.org/keywords/employee-engagement","display_name":"employee engagement","score":0.8550000190734863},{"id":"https://openalex.org/keywords/leadership-support","display_name":"leadership support","score":0.6930000185966492},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8309999704360962},{"id":"https://openalex.org/keywords/social-exchange-theory","display_name":"social exchange theory","score":0.7400000095367432},{"id":"https://openalex.org/keywords/organizational-culture","display_name":"organizational culture","score":0.5920000076293945},{"id":"https://openalex.org/keywords/training-effectiveness","display_name":"training effectiveness","score":0.5429999828338623}],"concepts":[{"id":"https://openalex.org/C192209626","wikidata":"https://www.wikidata.org/wiki/Q190909","display_name":"Focus (optics)","level":2,"score":0.5701237916946411},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.5634551048278809},{"id":"https://openalex.org/C2777211547","wikidata":"https://www.wikidata.org/wiki/Q17141490","display_name":"Training (meteorology)","level":2,"score":0.5367210507392883},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.512187659740448},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4489598870277405},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.40304750204086304},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3981506824493408},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3294357657432556},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2527763843536377},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.16553789377212524},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.16435620188713074},{"id":"https://openalex.org/C153294291","wikidata":"https://www.wikidata.org/wiki/Q25261","display_name":"Meteorology","level":1,"score":0.0},{"id":"https://openalex.org/C120665830","wikidata":"https://www.wikidata.org/wiki/Q14620","display_name":"Optics","level":1,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:scholarworks.waldenu.edu:dissertations-1490","doi":null,"is_oa":true,"landing_page_url":"https://scholarworks.waldenu.edu/dissertations/491","pdf_url":"https://scholarworks.waldenu.edu/dissertations/491","source":{"id":"https://openalex.org/S4377196507","display_name":"ScholarWorks (Walden University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I80046288","host_organization_name":"Walden University","host_organization_lineage":["https://openalex.org/I80046288"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Walden Dissertations and Doctoral Studies","raw_type":"text"},{"id":"mag:311350353","doi":null,"is_oa":false,"landing_page_url":"https://scholarworks.waldenu.edu/cgi/viewcontent.cgi?article=1490&context=dissertations","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:scholarworks.waldenu.edu:dissertations-1490","doi":null,"is_oa":true,"landing_page_url":"https://scholarworks.waldenu.edu/dissertations/491","pdf_url":"https://scholarworks.waldenu.edu/dissertations/491","source":{"id":"https://openalex.org/S4377196507","display_name":"ScholarWorks (Walden University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I80046288","host_organization_name":"Walden University","host_organization_lineage":["https://openalex.org/I80046288"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Walden Dissertations and Doctoral Studies","raw_type":"text"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W311350353.pdf","grobid_xml":"https://content.openalex.org/works/W311350353.grobid-xml"},"referenced_works_count":164,"referenced_works":["https://openalex.org/W161860743","https://openalex.org/W162156548","https://openalex.org/W243716557","https://openalex.org/W278887429","https://openalex.org/W377384883","https://openalex.org/W659549537","https://openalex.org/W1481893218","https://openalex.org/W1506150625","https://openalex.org/W1527311855","https://openalex.org/W1549616884","https://openalex.org/W1557286127","https://openalex.org/W1557850728","https://openalex.org/W1572092804","https://openalex.org/W1574655732","https://openalex.org/W1600520121","https://openalex.org/W1602722553","https://openalex.org/W1689771227","https://openalex.org/W1714723801","https://openalex.org/W1965640607","https://openalex.org/W1968661771","https://openalex.org/W1968779561","https://openalex.org/W1969002013","https://openalex.org/W1970937972","https://openalex.org/W1974270180","https://openalex.org/W1974752763","https://openalex.org/W1979082039","https://openalex.org/W1980032978","https://openalex.org/W1981755632","https://openalex.org/W1982912002","https://openalex.org/W1982976983","https://openalex.org/W1983467810","https://openalex.org/W1984212289","https://openalex.org/W1984281404","https://openalex.org/W1985304681","https://openalex.org/W1985737292","https://openalex.org/W1988179397","https://openalex.org/W1989183324","https://openalex.org/W1989213474","https://openalex.org/W1992023337","https://openalex.org/W1992053987","https://openalex.org/W1994720956","https://openalex.org/W1995118549","https://openalex.org/W1997428217","https://openalex.org/W2000009436","https://openalex.org/W2003659299","https://openalex.org/W2004762680","https://openalex.org/W2005816282","https://openalex.org/W2008073538","https://openalex.org/W2008270169","https://openalex.org/W2008370592","https://openalex.org/W2008924712","https://openalex.org/W2009545609","https://openalex.org/W2012400327","https://openalex.org/W2012652187","https://openalex.org/W2013805183","https://openalex.org/W2015605075","https://openalex.org/W2016208843","https://openalex.org/W2016602465","https://openalex.org/W2016761637","https://openalex.org/W2018896269","https://openalex.org/W2021437586","https://openalex.org/W2023895512","https://openalex.org/W2024392359","https://openalex.org/W2025366858","https://openalex.org/W2025473351","https://openalex.org/W2026368098","https://openalex.org/W2026606146","https://openalex.org/W2026711711","https://openalex.org/W2027421725","https://openalex.org/W2028564755","https://openalex.org/W2028915062","https://openalex.org/W2028954902","https://openalex.org/W2029560254","https://openalex.org/W2031186590","https://openalex.org/W2032399567","https://openalex.org/W2032426034","https://openalex.org/W2033101760","https://openalex.org/W2035102340","https://openalex.org/W2039547155","https://openalex.org/W2039898018","https://openalex.org/W2040951278","https://openalex.org/W2043010149","https://openalex.org/W2043178103","https://openalex.org/W2044424052","https://openalex.org/W2046134094","https://openalex.org/W2046215733","https://openalex.org/W2046403230","https://openalex.org/W2047655553","https://openalex.org/W2048878553","https://openalex.org/W2053704232","https://openalex.org/W2054645265","https://openalex.org/W2055410913","https://openalex.org/W2057019240","https://openalex.org/W2059206023","https://openalex.org/W2060062844","https://openalex.org/W2062630085","https://openalex.org/W2062639593","https://openalex.org/W2062962404","https://openalex.org/W2068186394","https://openalex.org/W2068431514","https://openalex.org/W2069551920","https://openalex.org/W2069954116","https://openalex.org/W2071265469","https://openalex.org/W2071337351","https://openalex.org/W2071534586","https://openalex.org/W2072500623","https://openalex.org/W2073345837","https://openalex.org/W2073351999","https://openalex.org/W2075687348","https://openalex.org/W2075989540","https://openalex.org/W2076483649","https://openalex.org/W2076888344","https://openalex.org/W2079692056","https://openalex.org/W2080095590","https://openalex.org/W2081452242","https://openalex.org/W2081607333","https://openalex.org/W2083296898","https://openalex.org/W2083584998","https://openalex.org/W2083681786","https://openalex.org/W2084151917","https://openalex.org/W2084324866","https://openalex.org/W2086840608","https://openalex.org/W2089510970","https://openalex.org/W2089925873","https://openalex.org/W2090098956","https://openalex.org/W2090274235","https://openalex.org/W2090639373","https://openalex.org/W2091296032","https://openalex.org/W2093904337","https://openalex.org/W2094582682","https://openalex.org/W2094749193","https://openalex.org/W2094778148","https://openalex.org/W2096873487","https://openalex.org/W2101138554","https://openalex.org/W2105456311","https://openalex.org/W2112218863","https://openalex.org/W2114390919","https://openalex.org/W2118871117","https://openalex.org/W2127600301","https://openalex.org/W2130598472","https://openalex.org/W2132921226","https://openalex.org/W2133029990","https://openalex.org/W2134350093","https://openalex.org/W2138542827","https://openalex.org/W2141563519","https://openalex.org/W2147490991","https://openalex.org/W2148289820","https://openalex.org/W2149569002","https://openalex.org/W2154154608","https://openalex.org/W2157761752","https://openalex.org/W2158700073","https://openalex.org/W2159121554","https://openalex.org/W2164531815","https://openalex.org/W2165598123","https://openalex.org/W2166099902","https://openalex.org/W2167359235","https://openalex.org/W2202442560","https://openalex.org/W2250141141","https://openalex.org/W2335554134","https://openalex.org/W2462800881","https://openalex.org/W2473366673","https://openalex.org/W2495053290","https://openalex.org/W3121735269","https://openalex.org/W3124733726"],"related_works":["https://openalex.org/W74713153","https://openalex.org/W2052237170","https://openalex.org/W2895166613","https://openalex.org/W1503060706","https://openalex.org/W2214091913","https://openalex.org/W2142448704","https://openalex.org/W2213380368","https://openalex.org/W2475159202","https://openalex.org/W331972461","https://openalex.org/W2057623884"],"abstract_inverted_index":{"The":[0,81,120,142,159,168,190],"number":[1,144],"of":[2,15,35,46,83,92,117,145,185,241],"service-oriented":[3,79,102,259],"jobs":[4],"has":[5,41],"increased":[6],"locally":[7],"and":[8,10,25,60,94,99,139,153,177,183,200,218,246,254],"nationally,":[9],"organizations":[11],"are":[12,66],"spending":[13],"millions":[14],"dollars":[16],"to":[17,21,88,109,179,222,227,244],"train":[18],"front-line":[19,111,188],"employees":[20,112,210,253],"maintain":[22],"customer":[23,204,229],"satisfaction":[24],"compete":[26],"in":[27,113,214,224],"the":[28,32,43,56,105,114,131,134,238],"service":[29],"industry.":[30],"Despite":[31],"financial":[33],"investments":[34],"these":[36,207],"training":[37,48,213,226],"programs,":[38],"little":[39],"research":[40],"investigated":[42],"holistic":[44],"effectiveness":[45],"customer-focused":[47],"(CFT)":[49],"programs.":[50],"Researchers":[51],"found":[52],"positive":[53,216,239],"relationships":[54,95],"between":[55,96],"constructs":[57],"under":[58],"investigation":[59],"reported":[61],"that":[62,193],"when":[63],"CFT":[64,93,186,194],"programs":[65,195],"delivered":[67],"on":[68],"a":[69,78,101,156,164,215,257],"consistent":[70],"basis":[71],"with":[72,149],"leadership":[73],"support,":[74],"they":[75],"help":[76,202,252],"build":[77,256],"culture.":[80,260],"purpose":[82],"this":[84,124,242],"case":[85],"study":[86,125,243],"was":[87,126,147],"investigate":[89],"employee":[90],"perceptions":[91],"performance,":[97],"engagement,":[98],"building":[100],"culture,":[103],"where":[104,130],"questions":[106],"were":[107,161,170,196],"designed":[108],"address":[110],"transit":[115],"system":[116],"Southeastern":[118],"Pennsylvania.":[119],"conceptual":[121],"framework":[122,135],"for":[123,133,151,155,174,198],"by":[127,172],"Service":[128],"Quality,":[129],"concepts":[132],"support":[136],"organizational":[137],"culture":[138],"social":[140],"exchange.":[141],"total":[143],"participants":[146,160,191],"36":[148],"27":[150],"interviews":[152],"9":[154],"focus":[157],"group.":[158],"selected":[162],"using":[163],"purposeful":[165],"sampling":[166],"approach.":[167],"data":[169],"analyzed":[171],"coding":[173],"categories,":[175],"themes,":[176],"patterns":[178],"reflect":[180],"in-depth":[181],"understanding":[182],"reporting":[184],"among":[187],"employees.":[189],"felt":[192],"beneficial":[197],"them":[199],"could":[201],"improve":[203,228],"service.":[205,230],"Given":[206],"findings,":[208],"similarly-situated":[209],"may":[211,219,234,251],"view":[212],"light":[217],"be":[220,235],"willing":[221],"engage":[223],"more":[225,248],"Human":[231],"resource":[232],"personnel":[233],"encouraged":[236],"from":[237],"results":[240],"develop":[245],"implement":[247],"training,":[249],"which":[250],"leaders":[255],"credible":[258]},"counts_by_year":[],"updated_date":"2026-09-29T14:09:16.559479","created_date":"2016-06-24T00:00:00"}