End‐user training in the service industry

This survey research explores the key variables of top management involvement for an effective end‐user training program. Out of the seven variables: top management belief, a discussion of operating functions, a discussion of the development of the training program, funding commitment, the setting of priorities, a written plan, and progress monitoring, only three (funding commitment, a written plan, and progress monitoring) were statistically significant. The research results provide guidelines for top management of organizations with end‐user training programs and recommendations for further study in top management involvement in end‐user training programs.