Required formation and training of frontline staff. A research proposal

摘要

This article is a research proposal related to the elements that should be part of somemanagerial practices such as formation and training, which are developed by enterprisesin order to provide satisfaction to their frontline staff (this being defined as the staff thathas direct contact with customers in service enterprises and that interacts with them inthe so-called service encounter). Hence, it is intended to analyze the different dimensionsof the formation and training constructs, and prove the influence that such practices havein staff satisfaction, and how the latter influences the performance of the correspondingactivities affecting the quality of the service that is offered to customers and how theyperceive it. The research proposes to select a specific service enterprise that offersinsurance and investment services nationally and that is located in the city of. At the endof the proposal, the main interest of the research for managerial practices is shown andadditional topics for complementary research in the abovementioned field are suggested.