“Are you being served?” Evaluating the impact of training on police officers’ service orientation

Purpose This study aims to examine whether and how a training program affects police officers’ perceptions of policing as a service-oriented profession. Given the increasing emphasis on service-oriented policing in recent reforms, understanding the impact of training on officers’ perceptions is crucial for effective public service delivery. Design/methodology/approach Two interrelated studies (n = 101) were conducted to assess the impact of a training program on officers’ service orientation perceptions. This study uses a McNemar’s test, logit and ordered logit models, analyzing participants’ self-reported changes in service orientation and communication skills following program completion. Findings The results indicate that participation in the training program significantly improved officers’ perceptions of policing as a service-oriented profession. Furthermore, the perceived enhancement of communication skills positively influenced officers’ service orientation perceptions, suggesting that communication training plays a key role in shaping professional identity. Practical implications Public agencies should integrate service-oriented training programs to reinforce street-level bureaucrats’ perception of their roles as service providers. Training programs should emphasize communication skill development, as it significantly enhances service orientation. Policymakers should allocate resources to evidence-based training initiatives that improve public service delivery. Police agencies can benefit from adopting a structured, service-focused training model to align policing practices with public expectations. Continuous professional development programs should be implemented to sustain and reinforce service-oriented mindsets over time. Originality/value This study contributes to the growing body of evidence-based research on public worker training by demonstrating the effectiveness of targeted training programs in fostering a service-oriented mindset among officers. The findings provide practical insights for policymakers and public sector leaders seeking to enhance public service delivery through professional development initiatives.