Analysis of Significance of Training in Trading of Business Products and Services in Market

Along with this, research methodology have been completed with the use of different methods and approaches such as research strategy, research design, research philosophy, time horizon, primary and secondary method of data collection, qualitative and quantitative research, questionnaire etc. [pic] TITLE “An investigation into online and face to face staff training towards customer services at Boots Plc”. CHAPTER 1: INTRODUCTION 1 1.1 Overview of research Training introduces as an effective act of increasing the skills or knowledge of a staff member for doing a

DISSERTATION

ABSTRACT
Face to face as well as online staff training is more effective or useful for each
organisation to provide better services to the customers. Main purpose of this dissertation is to
analysis significance of training in trading of business products and services in market. For
achieving this, literature review have been prepared which will highly support an enterprise by
providing in-depth and accurate information about the topic. Along with this, research
methodology have been completed with the use of different methods and approaches such as
research strategy, research design, research philosophy, time horizon, primary and secondary
method of data collection, qualitative and quantitative research, questionnaire etc. All these are
identify one of the best methods which will help an investigator by giving accurate and reliable
data about the significance of online and face-to-face staff training. Apart from this, data analysis
have been done with the help of thematic analysis. In this, different number of patters and themes
have been created on each questions. Along with this, concussion and recommendation have
been done by achieving aims and objectives of research in accurate and systematic manner.

TITLE
“An investigation into online and face to face staff training towards customer services at
Boots Plc”.
CHAPTER 1: INTRODUCTION
1.1 Overview of research
Training introduces as an effective act of increasing the skills or knowledge of a staff
member for doing a particular job. In addition to this, training refers as an organized procedures
by which employee acquire knowledge as well as skills for a definite purpose. Thus, training
introduces to the learning and teaching activities executed for the main motive of supporting
members of an enterprise by increasing abilities, skills attitudes and knowledge of employees. In
simple word, training refers as an essential program that supports staffs learn specific skills or
knowledge to enhance their performance in current roles (Au, Buhalis and Law, 2014). There are
basically two types of staff training which is face-to-face and online. Both types of training are
useful for employees to improve their knowledge and provide best services to the customers. For
this dissertation, Boots Plc is a given healthy and beauty retailer and pharmacy chain in the
United Kingdom. It was established in year 1849 by John Boot and located in Beeston,
Nottingham, UK. Along with this, sales and online customer service training is important which
is require by employees of Boots Plc with aim to attract more customers.
1.2 Rational of research
Main rational behind selecting this topic is to study the importance of online and face-to-
face staff training so that they can attract larger number of customers. This research is important
in both, personal and academic way. In personal manner, with the support of this research, a
researcher can easily intensify their literature review skills, data investigation skills, data
representation skills and time management skills. As it will help them to finish each activities or
tasks of investigation in systematic manner (Brewster and et. al., 2014). In academic manner,
Boots plc is a multinational healthy and beauty retailer which will help community by providing
larger number of job opportunities and improving their living standard. Along with this, online
and face-to-face staff training has biggest scope within an organisation.(As it will directly
support an organisation by enhancing customer's trust and loyalty towards particular brand
(Nguyen and Coudounaris, 2015).
1

1.3 Aim of research
Main purpose of this research is “To analyse the concept of online and face to face staff
training towards customer service.” A research on Boots Plc.
1.4 Objectives of research
 To investigate the concept of online and face-to-face staff training.
 To identify the challenges faced by Boots in customer service its products.
 To determine the effect of staff training on customer service in Boots Plc.
1.5 Questions of research
 What is the concept of online and face-to-face staff training?
 How to identify the challenges faced by Boots in trading its products?
 What is the effect of staff training on trading in Boots UK?
1.6 Objectives and Hypothesis
Objectives and hypothesis of research is mainly related with the concept of online and
face to face staff training towards customer service. Objectives and hypothesis of research
depend on two variables which is dependent and independent. Effectiveness of customer service
is mainly depend of face-to-face and online training of staff. As trained employees are able to
provide accurate service or products to the customers easily (McCusker and Gunaydin, 2015).
Online training introduces as a courses that are designed by an organisation to guide employees
through information and coursework as well as support trainees to perform their hundred present
in specific tasks. On the other hand , With face to face training, it's possible to have a direct
interaction with a manager or other followers. Along with this, online and face-to-face staff
training will be more essential and effective for employees because it will help them in
improving profitability and sales of company within given time duration.
There are different challenges which have been faced by Boots while trading and
marketing f its goods or service in marketplace. These issues mainly related with Uncertainty of
market, supplier denial, employees resistance, changes in government rules and regulation,
changes in trends etc. all these are biggest issues which will negatively impact on business
performance and its success also (Koro-Ljungberg, 2015). Market uncertainty create biggest
issue for Boots because in this, they not have accurate knowledge about customer's needs and
wants. Changes in government rules and regulation will also impact on business operations and
2

functions of Boots in negative manner. Improper knowledge and understanding regarding
government's rules and regulation directly influence on business and its growth and success.
There are different effects of staff training on trading in Boots UK . Staff training support an
organisation in maximising its sales and profitability within time duration. It will also support
Boots by increasing customer base as well as increasing sales also. Labour turnover
Dissatisfaction, flexibility, absenteeism, training is poor fit for the trainee, lack of management
support, organisational barriers to training (Brown and Rhoades, 2019). All these are major
issues which will negatively impact on organisation in negative and unfavourable manner. Along
with this, staff training positively and negatively effect on business sales and goodwill. Trained
employees able to fulfil needs and desire of customers by providing quality products and
effective services at reasonable price. As it will help Boots by increasing customer base also
support them by improving its brand image in market as well as in mind of customers.
Customer service is identify as an important process of ensuring user satisfaction with a
specific brand and service. Customer service in Boots can take the type of in-person interaction,
self-service systems, a phone call, or by other means. Company also gives optician and hearing
care services within store and as standalone practices. As it will aid an organisation by
maximising trust and loyalty among target as well as potential customers within given time
duration (Irwin and Springgay, 2017).
In medical businesses also, the trends also matters. It is because with the changes in time,
the perception of doctors also changes from time to time. At sometime, doctor may prefer the
patient about the use of medicines made by Boots company but at the other time it is possible
that the doctor will not suggest the patients about the use of medicines made by Boots Company.
So in this way the impact of changes in the perception of doctors that changes from time to time
will create negative effect on the working of the companies such as Boots. In this way, it is also
important for the company to take into consideration about these effects also (Cohen, 2017).
Focusing on these all aspects will help the company in ensuring proper growth and survival of
the company in the market and with the customers also (Silberman and Biech, 2015).
3

CHAPTER 2: LITERATURE REVIEW
Main Body
In this section, each objectives of research will be addressed with the help of different
authors (Abou-Shouk, Lim and Megicks, 2016). Along with this, in this section various number
of authors are give their opinion about the significance of online and face-to-face training used
by staff to attract larger customers by providing better service. Following are determined some
research objectives which are mentioned as under:
The concept of online and face-to-face staff training
As per the view point of Lorri Freifeld, 2017, training is effective program that supports
staff members to learn specific skills or knowledge to enhance performance in their current roles.
There are two types of training such as online and face-to-face, both are useful which will
support an employees to improve their skills and gain better outputs within given time duration.
Many organisation has adopted online and face to face staff training to train their staff . These
styles of training have been proven as the cheapest way as the cost of training a staff here is low
as compared to other styles of training. Online staff training comes with all different shapes and
sizes which has made it easier to remember for the individuals.
According to the Henson Gawliu Jr., 2014, Online and face to face staff training works
better in today's environment as people now a days has become a social carnal . They always
seeks to get trained in such a way so that there is a less time consumption of time and should not
be a burden to them . Online training is a web based training which allows an individuals to get
trained at any point of time and at their own pace without any organised space for training in the
most convenient way .whereas, face to face training has been a traditional way of providing
training to the individuals. This term can also be coined as classroom training as it involves the
engagement of an individuals with their full devotion in an organised space for the training
(Alford and Page, 2015). Getting trained through online staff training is the most interactive way.
Therefore both types of training methods are essential and important for employees to
enhance their skill and knowledge in specific field. Both type of training also help an employees
by increasing its motivation and productively level. Face-to-face training is important for
employees to communicate each information to their subordinates easily. As accurate
communication will also support an enterprise in reduction of conflict and misunderstanding
among employees (Au, Buhalis and Law, 2014). Face to face training method is essential for
4

employees to communicate all information to their followers in systematic manner. Both types of
training will also support an employees by improving its skills and knowledge in specific field.
Thus, online as well as face-to-face training is required for attracting large number of customers
by providing better services within given time period. It will also help a workers to work
systematically and accomplish long term goals and objectives within given time time duration.
The challenges faced by Boots in trading its products
According to the Brian Hill, 2019, There are different challenges which is faced by
Boots while trading of its healthy and beauty products in market and to the customers.
Uncertainty of market, supplier denial, employees resistance, changes in government rules and
regulation, changes in trends etc. All these are consider main challenges which is faced by
company and its directly impact on business growth and performance.
According to Theodore Levitt, 2019, there are many issues which are identified by the
organisation related to the sales of the products of an organisation. The issues are related to the
uncertainty of market which makes the market unstable and this impacts upon the demand of
products of the company. The instability in the market lead to the wrong estimation of demands
of the products due to which sometimes the demands goes much higher and sometimes it
becomes too low. Due to the Boots is not able to react properly to the needs and demands of the
customers and has also impacted upon the market share and satisfaction of the customers.
Additionally, the challenge is also related to the employees resistance to adapt the
changes in the organisations easily. In case, the organisation is adapting some changes so there
comes a need for the employees to take participation in the changes as they are the one who is
needed to work on that change and with their help only, it is possible for Boots to implement
successfully the changes in the organisation that will help in the growth and development of the
organisation as a whole (Brewster, L. et. al., 2014.). But the resistance of employees to adopt the
changes could also impact negatively on the working of the company that results in loss to
companies such as Boots.
The challenges faced by the organisation are also related to the rules and regulations
made by the government in relation to the some specific organisations. Boots is dealing in the
beauty care and pharmacy products and this business needs to be done with care as this impacts
upon the health of the customers. Due to this reason also , the intervention of the government has
also risen in the working of companies and this has also impacted negatively on the working of
5

companies such as Boots. The policies related to the licensing, sales of these medicines and the
fines charged for the non fulfilment of rules made by the government will led to the company to
face critical results that would impact upon the working of the company (Celuch, Robinson, and
Walsh, 2015).
The effect of staff training on trading in Boots UK
According to the Smriti Chand, 2019, Trained employees help an organisation by
increasing its sales and market share. Boots Plc deals in trading of healthy and beauty products to
customers. In organisation different number of employees have been work that needed online
and face-to-face training. Both type of training directly effect on trading in Boots. Flexibility,
Easy accessibility, distraction, practices, adaptability are consider major effects of online and
face-to-face training.
Training programmes are essential for the Boots Plc as it empower the employees with
certain skills and capabilities which helps them in operating business operations. In light with the
present scenario the companies now a days are fully dependent on their staff and the growth and
development is also affected by the number of factors . In relation to the Boots Plc , appropriate
training would leads to increase in their competency level with the other trading firms . Effective
training will also help Boots to reduce their rate of labour turnover, dissatisfaction and absent
ism of workforce (Cook, 2017). For the company like Boots , most of the benefits derived from
the proper training are attained easily at the time of planning only. To ensure smooth trading the
Boots will look into the different matter which are :
Labour turnover : Every business is going through the problem of labour turnover as the
labour or the workforce is not happy with the working conditions, there is a conflicts among the
workers , or are not familiar to the working and operations of the organisation which is caused
due to the improper training to the labour workforce (De Lusignan and et. al., 2014). The
company Boots needs to ensure an effective training to their staff in regards to reduce the rate of
labour turnover.
Dissatisfaction : It is due to the biasses among the workforce regarding to their working hours,
salaries, wages . One of the biggest factor for the Boots and The workers due to which they are
not satisfied is proper hygiene and proper equipment to carry out the operation . Boots need to
focus on the hygiene factor as well a equipment to reduce dissatisfaction level of the employees.
6

Flexibility : Boots needs to establish the flexibility in the organisation in regards to working
hours. Flexibility in working hours may allow and motivate the workforce to trade effectively . It
would not cause any hinder to their performance level and will boost their morale to work for the
organisation (DeCenzo, Robbins and Verhulst, 2016).
Absenteeism – By adopting effective training method Boots can reduce the problems of
employee absenteeism . Employees get absent from the work due to the multiple factors which
Boots needs to see to resolve . These factors may be extra burden on the employees , inequality ,
unfair wages and a bad working environment (Hall, Ahearne and Sujan, 2015).
Training is poor fit for the trainee – the company needs to ensure that the trainee and the
trainer who has been hired to provide training to the workforce has a sufficient knowledge and
techniques to train the employees so that they may focus on smooth trading (Horlacher and
Hess, 2016).
Lack of management support : training does not starts and end with the classroom a company
like Boots need to consider that the employees are supported by the members of the
management. They must focus on guiding the workforce at each step of training so that the
workforce do not get bored of the theoretical knowledge and their interest towards training is
maintained throughout (Huang, J. S., Pan, S. L. and Liu, 2017).
Organisational barriers to training : this is the main problem faced By the Boots has the
company has developed more rigid and complex process to train their employees which
sometimes turn out to be a problem to the organisations trading . Organisations must ensure that
the training provided to the employees are of simple and flexible nature (Hur, Moon and Jung,
2015).
Conclusion of literature review
From the above mentioned information found in literature review, it has been concluded
concept of face-to-face and online staff training. This types of training is essential and important
for employees to trade business products and attract more customers within given time duration.
Different effect of staff training on trading have been addressed which will directly impact on
business functions and activities in direct manner.
7

CHAPTER 3: METHODOLOGY AND DATA COLLECTION
1.1 Introduction of Research methodology
Research methodology is introduces as an important method which is applied by
investigator to accumulate proper information regarding the importance of online or face to face
staff training in attracting of customers at Boots Plc”. In this section, different methods will be
used for collecting reliable and valid information about the study (Tan, Oriade and Fallon, 2014).
Data collection methods, sampling method, data analysis methods, questionnaire, research
approach, research philosophy, research strategy etc. are used in this chapter. All these are
consider best and useful approach for a research worker to gather reliable and in-depth data
about the significant of face-to-face and online staff training so that they can easily attract larger
number of customers. All these methods are determined as under in clear manner:
1.2 Main Body
Research Approach: It introduces as an useful process which include different steps to
create accurate research of information accumulation, analysis as well as interpretation. It is
consider most essential and effective part of research methodology which is separated into 2
sections including inductive and deductive (Alvesson and Sköldberg, 2017). In order to analysis
importance of online as well as face to face employees training towards customer services,
Boots Ltd will use inductive research approach. As it will support a researcher to accumulate
quality as well as accurate information about the study. On the other side, deductive approach is
not much suitable for this project because it take more time of an enterprise. In this approach,
learners may not capable to understand the concepts. Along with this, under this approach, the
explanation is seldom as memorable as other forms of presentation for example, demonstration.
Deductive approach not much appropriate because it require data in form of hard facts.
Research Philosophy: It is also consider most significant section of research
methodology which is divided into two section such as interpretivisim and positivism. Both types
of philosophy are important but in order to identify significance of online and face-to-face
training in regards to customer service, interpretivisim philosophy will be used. As it will help
Boots Ltd in accumulation of appropriate and quality information (Kumar, 2019). On the other
hand, positivism philosophy is not appropriate as per the current topic because it take more time
of company.
8

Research Strategy: There are different kind different kind of research strategy including,
observation, case study, quantitative survey, questionnaire . All these are major parts of research
strategy which will help a researcher in accumulation of appropriate data about the significance
of online and face-to-face staff training. According to this research, questionnaire will be applied
because it will assist a researcher to collection valid as well as proper information regarding the
current investigation (Lerch and Gotsch, 2015).
Research design: It introduces as important section of research methodology. Each
activities or tasks of research is totally depend on research design. Descriptive, experimental and
exploratory are consider three main type of research design (Silverman, 2016). Main purpose of
this methodology is to identify and analysis impact of research. Therefore, all these are important
but as per the current investigation, descriptive research design will be applied because it will
help an investigator to derived appropriate conclusion and achieve better success within given
time duration ( Flick, 2015).
Time Horizon: Time is most significant tool of research methodology which will help a
research worker in completion of research tasks in allotted time. In this section, Gantt chart is
consider most useful and valuable presentation tool which include different number of activities
such as selection of aims and objectives, creation of literature review, development of
appropriate research methods, submission of research proposal, information accumulation and
information investigation, determination and suggestion, submission of research project. Thus,
Gantt Chart is most useful tool used by researcher in order to analyse starting as well as closing
time period for completion of dissertation within given time duration (Quinlan and et. al., 2019).
9

10

Research instrument, procedures and technique: There are different techniques,
procedures and instrument for collecting accurate information regarding the current study.
Interview, appropriate questionnaire, market survey etc. are determine essential instrument of
research. In order to analysis significance of face-to-face and online staff training is context of
customer service, questionnaire instrument of primary research will be used by researcher. As it
will help them to accumulate reliable and valid information about the topic (Krippendorff,
2018).
Research Choice: In this layer, qualitative and quantitative research will be included.
Both are consider important types of research for collecting accurate information in form of
quality and quantity (Smith, 2015). According to this topic, qualitative research will be applied
by researcher. As it support an research worker to accumulate accurate and quality data about the
topic. On the other side, quantitative research is not much useful for this topic because it need
data in form of numbers, figures, hard facts etc.
Data collection: Primary and secondary are identify two types of data accumulation
method.. Under primary source, questionnaire will be applied by investigator because it will
support them by providing reliable and valid information regarding the importance of online as
well as face to face staff training in providing of better customer services at Boots Plc”. Under
secondary method of data collection, different number of books, publication research, articles
and many other useful sources will be included. All these sources will be used by researcher
which will help them by giving in-depth information about the study (McCusker and Gunaydin,
2015).
Research sampling: In investigation, sample introduces as a group of people, items or
objects that are taken from a lager population for measurement. There are two types of sampling
method such as probability and non-probability. According to current study, probability
sampling will be applied because it not requires maximum amount of fund, time period as well
as resources of an enterprise (Koro-Ljungberg, 2015). 40 respondents have been taken into
consideration with the help of probability sampling. On the other side, non-probability sampling
is not useful and applicable for this project because it need more cost as well as resources of an
organisation. For this research project mixture staff will be selected with the help of probability
sampling. Full time and part time staff are called mixture staff of Boots Plc which will be
11

chosen for asking them some questions related to the importance of online and face to face
training for attracting large umber of customers.
Research ethics: Ethical problems should be handled carefully throughout the
investigation, especially during the accumulation and analysis of information. The aim and
objectives of research were clearly described to the participants of the research. Respondents
involved in the investigation and were provided the option of withdrawing from the research
whenever they desired. It was also ensured or see that confidentiality was handled for the
individually identifiable data of the respondents. In addition to this, aggregation of consequence
in this study ensures data confidentiality and anonymity (Brown and Rhoades, 2019).
Research limitation: There are some restriction in investigation faced by investigator
such as in preparation of accurate purpose and objectives, application of data accumulation
method, chosen of sample size from large number of population etc. Thus, above mentioned
limitation are consider major issue for this project which will negatively impact on researcher
while doing each activities or task of study (Irwin and Springgay, 2017).
Research reliability and validity: This is also identify as an important section of research
which will support a researcher to gather appropriate and relevant data the study. For this,
questionnaire will be introduces as a most significant part which will help an investigator to
accumulate valid as well as reliable information according to the study (Brown and Rhoades,
2019).
1.3 Conclusion of Research Methodology
According to the above given information, it has been concluded above mentioned all
research methods are useful for an organisation or researcher. As all these helped in
accumulation of valid and in-depth data about the effectiveness of staff's online and face-to-face
training. Primary and secondary method of data collection is most useful because it will assist a
researcher to complete each activities of dissertation within given time duration and accurate
manner.
12

Chapter 4: Results/Findings
Q1) Do you have any knowledge about the phenomena regarding
online and face-to-face training?
Frequency
a) Yes 30
b) No 10
Q2) Are you aware about the services and products offered by
Boots Plc?
Frequency
a) Yes 35
b) No 5
Q3) How often the training programme are organised in your
company?
Frequency
a) Every Month 20
b) Every Quater 10
c) Half Yearly 7
d) Once in a year 3
Q4) Does training help to enhance your productivity and motivation
level within an organisation?
Frequency
a) Agree 25
b) Strongly Agree 10
c) Disagree 3
d) Strongly disagree 2
Q5) What is your opinion about online and face-to-face training? Frequency
a) Excellent 20
b) Average 10
c) Good 8
d) Below Average 2
Q6) Which is the most effective training approach for customer
service executive?
Frequency
a) Face-to-face Training 15
b) Online Training 15
c) Hands-on training 10
Q7) Are online and face-to-face training helpful in providing better
customer service?
Frequency
a) Yes 35
13

b) No 5
Q8) What are the issues and difficulties faced by company in
trading of its products?
Frequency
a) Uncertainty of market 10
b) Supplier denial 10
c) Changes in government rules and regulation 10
d) Changes in trends 10
Q9) What is the major impact of staff training on trading in Boots
UK?
Frequency
a) Positive 33
b) Negative 7
Q10) Why is customer service essential to a Boots Plc. Frequency
a) Increased customer loyalty 18
b) Increase the amount of money 12
c) Improve brand loyalty 10
Q11) How can you enhance customer service in the Boots Plc? Frequency
a) Improve customer interactions 15
b) Respond as quickly as possible 10
c) Give customers a way to provide feedback 15
Q12) As per your perception, effective customer services helps
Boots Plc in increment of its sales and market share.
Frequency
a) Yes 30
b) No 10
Q13) Is online and face-to-face staff training supports an
organisation in maximisation of customer base?
Frequency
a) Agree 30
b) Strongly agree 5
c) Disagree 3
d) Strongly disagree 2
Q14) What are the effective methods used for overcoming from
issues or difficulties faced by company in trading its products?
Frequency
a) Market Research 10
b) Prepare an agreement 10
c) Proper study about government's rules and regulation 10
14

d) Frequent analysis at regular intervals 10
Q15) Does staff's online and face-to-face training helps Boots Plc to
increase customer trust and loyalty?
Frequency
a) Agree 20
b) Strongly agree 15
c) Disagree 3
d) Strongly Disagree 2
15

Chapter 5: Analysis/Evaluation of Results/Findings
Theme 1: Knowledge about the phenomena regarding online and face-to-face training
Q1) Do you have any knowledge about the phenomena regarding
online and face-to-face training?
Frequency
a) Yes 30
b) No 10
a) Yes b) No
0
5
10
15
20
25
30
30
10
Frequency
Interpretation: This visual communication has been interpreted awareness about the
face-to-face and online training among employees of Boots Plc. For this, 30 out of 40 employees
have knowledge about both types of training program. Remaining 10 respondents not have any
idea regarding the face-to-face as well as online training.
Theme 2: Awareness about the services and products offered by Boots Plc
Q2) Are you aware about the services and products offered by Boots
Plc?
Frequency
a) Yes 35
16

Q2) Are you aware about the services and products offered by Boots
Plc?
Frequency
b) No 5
a) Yes b) No
0
5
10
15
20
25
30
35
35
5
Frequency
Interpretation: Above mentioned information concluded awareness about the products
and services offered by Boots Plc. For this, 35 out of 40 employees have aware about the goods
and services provided by company. On the other hand, remaining 5 employees not aware about
the same. Therefore, large number of employees have aware about the business goods and
services which will support an enterprise in trading of its goods to the customers in easy and
systematic manner.
Theme 3: Time duration for training program
Q3) How often the training programme are organised in your company? Frequency
a) Every Month 20
b) Every Quater 10
c) Half Yearly 7
17

Q3) How often the training programme are organised in your company? Frequency
d) Once in a year 3
a) Every Month
b) Every Quater
c) Half Yearly
d) Once in a year
0
2
4
6
8
10
12
14
16
18
20
20
10
7
3
Frequency
Interpretation: According to the above stated graph, it has been interpreted time duration for
organisation of training program. For this, 20 out of 40 employees said, training program in
Boots Plc is conducted on every month, 10 are said as this program is organised every quarter, 7
workers have to said, online and face-to-face training is organised in half of the year and
remaining 3 respondents have opinion as such program are conducted once in a year. Along with
this, training is most significant part for success and development of employees within given
time duration.
Theme 4: Effectiveness of training
Q4) Does training help to enhance your productivity and motivation
level within an organisation?
Frequency
a) Agree 25
b) Strongly Agree 10
c) Disagree 3
d) Strongly disagree 2
18

Q4) Does training help to enhance your productivity and motivation
level within an organisation?
Frequency
a) Agree
b) Strongly Agree
c) Disagree
d) Strongly disagree
0
5
10
15
20
25
25
10
3 2
Frequency
Interpretation: It has been concluded, effectiveness and importance of training program
in improvement of productivity and motivation level among employees. For this, 25 out of 40
employees have agree as training is most essential part in enhancement of motivation and
productivity. 10 respondents are strongly agree, 3 are disagree and remaining 2 employees are
strongly disagree. Thus, training is most significant and important program which is must be
provided by Boots Plc with aim to enhance productivity and motivation level of workers easily.
Therefore, motivated employees are able to accomplish long term goals and objectives of an
organisation within given time duration.
Theme 5: Employees opinion about online and face-to-face training
Q5) What is your opinion about online and face-to-face training? Frequency
a) Excellent 20
b) Average 10
c) Good 8
d) Below Average 2
19

a) Excellent b) Average c) Good d) Below Average
0
2
4
6
8
10
12
14
16
18
20
20
10
8
2
Frequency
Interpretation: According to the above given data, it has been interpreted opinion of
employees in regards of the effectiveness of face-to-face and online training program. For this,
20 out of 40 respondents have excellent experience and 10 have average experience about the
same. Along with this, 8 employees of Boots Plc have good experience regarding face-to-face
and online training. Remaining 2 out of 40 employees have below average experience regarding
the same.
Theme 6: Effective training method for customer service executive
Q6) Which is the most effective training approach or method for
customer service executive?
Frequency
a) Face-to-face Training 15
b) Online Training 15
c) Hands-on training 10
20

a) Face-to-face Training
b) Online Training
c) Hands-on training
0
2
4
6
8
10
12
14
16 15 15
10
Frequency
Interpretation: It has been concluded effective approach of training use by Boots Plc to
trained their employees. For this 15 respondents have opinion as face-to-face training is most
essential and effective which will help them in improving confidence and motivation level. Other
15 workers have view as online training is also essential and important because it help in
increasing technological and many other skills within given time period. Remaining 10 out of 40
workers have knowledge as hands-on-training is best type of training which must be used by
company to trained their employees. As a whole, online and face-to-face training is much more
essential as compare to hands-on-training. It it will directly support a workers to gain better
understanding about the business.
Theme 7: Importance of online and face-to-face training helpful in providing better customer
service
Q7) Are online and face-to-face training helpful in providing better
customer service?
Frequency
a) Yes 35
b) No 5
21

a) Yes b) No
0
5
10
15
20
25
30
35
35
5
Frequency
Interpretation: According to the above given data, it has been interpreted significance of
online as well as face-to-face training for employees to provide better customer service. For this,
35 out of 40 employees have agree as both online and face-to-face training is much more
essential because it will help in identification of customer's needs and wants about specific
product or services. Remaining 5 employees not agree as face-to-face and online training not
help in increasing motivation level which will directly effects when providing effective services
to the customers.
Theme 8: Issues faced by Boots in trading its products
Q8) What are the problems faced by Boots in trading its products? Frequency
a) Uncertainty of market 10
b) Supplier denial 10
c) Changes in government rules and regulation 10
d) Changes in trends 10
22

a) Uncertainty of market
c) Changes in government rules and regulation
0
1
2
3
4
5
6
7
8
9
10
10 10 10 10
Frequency
Interpretation: It has been concluded challenges which will impact on Boots in trading
its healthy and beauty products to the customers. For this employees have equal opinion about
the different challenges such as Uncertainty of market, Supplier denial, Changes in government
rules and regulation and Changes in trends. These are consider main difficulties which will
effect on Boots Plc while trading of its merchandise and facilities to the client and in
marketplace. All these challenges will also impact profitability and market share of company in
negative manner.
Theme 9: Impact of employee training on trading in Boots UK
Q9) What is the major impact of staff training on trading in Boots UK? Frequency
a) Positive 33
b) Negative 7
23

a) Positive b) Negative
0
5
10
15
20
25
30
35 33
7
Frequency
Interpretation: This char has been explained positive and negative effect of staff training
on trading in Boots UK . For this, 33 out of 40 employees have positive opinion about the impact
of staff training for an organisation while trading of their goods and services. On the other hand,
7 out of 40 workers have negative opinion about the staff training effect on trading of products in
marketplace and to the customers.
Theme 10: customer service essential to a Boots Plc.
Q10) Why is customer service essential to a Boots Plc? Frequency
a) Increased customer loyalty 18
b) Increase the amount of money 12
c) Improve brand loyalty 10
24

a) Increased customer loyalty
b) Increase the amount of money
c) Improve brand loyalty
0
2
4
6
8
10
12
14
16
18
18
12
10
Frequency
Interpretation: From the above content has been determined importance of customer service for
Boots Plc. For this, 18 out of 40 employees have idea as better customer service which will
support an organisation by increasing customer loyalty. 12 out of 40 respondents have accurate
knowledge as effective customer service is essential for Boots Plc by increasing its sales and
market ratio. Remaining 10 employees have opinion as it will also support an organisation by
improving its brand loyalty within given time duration. All these are consider best aspects which
will support an organisation in its growth and development easily.
Theme 11: Ways to enhance customer service in the Boots Plc
Q11) How can you enhance customer service in the Boots Plc? Frequency
a) Improve customer interactions 15
b) Respond as quickly as possible 10
c) Give customers a way to provide feedback 15
25

a) Improve customer interactions
c) Give customers a way to provide feedback
0
2
4
6
8
10
12
14
16 15
10
15
Frequency
Interpretation: This graph has been summarised different ways used by company to
enhance customer service in better manner. For this, 15 out of 40 respondents have opinion as
company must improve customer interaction which will help them in influencing million
customers easily. 10 employees have opinion as company must respond as quickly as possible
towards customer requirement. Along with this, remaining 15 employees have idea as Boots Plc
must collect feedback from customers about features, quality, price and quantity of goods.
Theme 12: Effective customer services helps Boots Plc in increment of its sales and market
share.
Q12) As per your perception, effective customer services helps Boots
Plc in increment of its sales and market share?
Frequency
a) Yes 30
b) No 10
26

a) Yes b) No
0
5
10
15
20
25
30
30
10
Frequency
Interpretation: It has been interpreted Effectiveness of customer services helps Boots
Plc in increment of its sales and market share. For this, 30 out of 40 respondents have opinion as
effective customer service support Boots Plc to increase their market share and sales easily. On
the other side, remaining 10 employees have to said as some time inaccurate customer service
negatively impact on business operations and functions.
Theme 13: Significance of online and face-to-face staff training
Q13) Is online and face-to-face staff training supports an organisation in
maximisation of customer base?
Frequency
a) Agree 30
b) Strongly agree 5
c) Disagree 3
d) Strongly disagree 2
27

a) Agree
b) Strongly agree
c) Disagree
d) Strongly disagree
0
5
10
15
20
25
30
30
5
3 2
Frequency
Interpretation: It has been concluded significance of online and face-to-face staff
training for an organisation in maximisation of customer base. For this, 30 out of 40 respondents
have agree, 5 are strongly agree, 3 are disagree and remaining 2 employees are strongly disagree.
As a whole, staff's online and face-to-face training is most essential to provide better service to
the customers. As it will support an organisation in maximisation of customer base and also
assist them to improve their brand image. Thus, customer service is most significant and
important part for the success and development of an organisation within predetermined time
duration.
Theme 14: Effective methods used for overcoming from issues faced by company in trading
its products
Q14) What are the effective methods used for overcoming from issues
or difficulties faced by company in trading its products?
Frequency
a) Market Research 10
b) Prepare an agreement 10
c) Proper study about government's rules and regulation 10
d) Frequent analysis at regular intervals 10
28

a) Market Research
c) Proper study about government's rules and regulation
0
1
2
3
4
5
6
7
8
9
10
10 10 10 10
Frequency
Interpretation: According to the above given data, it has been determined different ways
used by Boots Plc to overcome challenges. These ways mainly related with trading of products
and services in marketplace. For this, employees have equal opinion about the different ways to
overcomer challenges such as creation of market Research, preparation of an agreement, proper
study about government's rules and regulation and frequent analysis at regular intervals. All these
are consider most essential and effective way which will help Boots Plc to reduce challenges
such as Uncertainty of market, Supplier denial, Changes in government rules and regulation and
Changes in trends. Thus, market research is most essential element of marketing function which
will help an enterprise by providing accurate needs and wants of customers.
Theme 15: Staff's online and face-to-face training helps Boots Plc to increase customer trust
and loyalty
Q15) Does staff's online and face-to-face training helps Boots Plc to
increase customer trust and loyalty?
Frequency
a) Agree 20
b) Strongly agree 15
c) Disagree 3
d) Strongly Disagree 2
29

a) Agree
b) Strongly agree
c) Disagree
d) Strongly Disagree
0
2
4
6
8
10
12
14
16
18
20
20
15
3 2
Frequency
Interpretation: According to the mentioned data it has been explained significance of
staff's online and face-to-face training in increasing customer trust and loyalty. In this statement,
20 out of 40 respondents are agree, 15 are strongly agree, 3 are disagree and remaining 2 are
strongly disagree. As a conclusion, number of satisfied respondents is high that proof, accurate
online and face-to-face training must be provide by Boots Plc to their employees. As it will also
help an organisation in maintaining employees turnover and also assist them in retaining loyal
customers for long time.
Chapter 6: Conclusions
From the above given information, it has been concluded importance of online and face-
to-face staff training for an organisation while they marketing their products as well as services
to the customers. For this, different number of employees have aware about the concept of online
and face-to-face training as well as business products and services. It has been interpreted
training is most essential and important for staff as well as organisation also. It will help them in
improving motivation and productivity level of employees. Motivated employees are most
significant and essential for an organisation by increasing its sales and market ratio within given
time duration. Along with this, there are different challenges which is faced by company while
trading of its product and services to customers. This issue mainly related with uncertainty of
30

market, supplier denial, changes in government rules and regulation and changes in trends. These
are identified major problems which will impact on business functions and operations in negative
manner. Along with this, in order to overcome above issue company must adopt online and face-
to-face training program. As it will help an employees by improving its productivity and
motivation level. Along with this, motivated employees help an organisation by increasing their
sales and market ratio within given time period. Therefore, training of employees is most
significant and essential for the success and growth of an organisation. Apart from this, better
customer service will also support an enterprise in increasing is brand value and reputation in
market place as well as in mod of customers.
In order to attract large number of customers, company used different ways such as
market research, provide quality products and services at affordable price etc. All these are
consider most effective and essential way which will support an organisation in improving its
brand image and goodwill in marketplace. There are various advantages of effective customer
services such as increased customer loyalty, increase the amount of capital, improve brand
loyalty etc. These are introduces main benefits which will assist an organisation in its growth as
well as success. Thus, there are online and face-to-face employees training support an enterprise
in trading of its products and services. It will further help an enterprise in retaining employees
for long time as well as maintaining trust of customers.
Chapter 7: Recommendations
From the above given information, it has been recommended effectiveness of online as
well as face-to-face training for staff within an organisation. This type of training is most
significant for staff because with the help of this, they can easily enhance their motivation and
performance level in the organisation. In trading of goods and services, Boots Plc faced different
types of issues such as uncertainty of market, changes in government's rules and regulation,
changes in trends and supplier trends. In order to overcome above all these challenges, some
recommendation have been provided to Boots Plc which are explained as under:
 In order to reduce impact of market uncertainty, Boots plc must conduct market research.
For this, they should use two form of investigation such as qualitative and qualitative.
Both are essential and significant for an organisation by providing accurate information
about the customers needs and requirement towards specific product or service. Market
31

research will support an enterprise in increasing number of clients base and also
maximising their sales and market ratio.
 Government's rules and regulation is another issue which will effect on business
operations and functions of Boots Plc in negative manner. In order to overcome this
issue, company must previously identify rules and regulations of government. As it will
assist them in improving its brand image and goodwill in marketplace.
 Changes in trends is another biggest issue which is faced by company while trading of its
goods and services in marketplace. In order to reduce this impact, company must
frequently analysis at regular intervals. As it will directly help an organisation in its
success and growth. It will also support them by attracting large number of customers
easily.
Therefore, all these are consider most essential and effective way which will help an organisation
in its growth and success at marketplace. There are some recommendation have been also
provided an enterprise about training of employees. For this, Boots Plc must adopt on-the-job
and Off-the-job training which will help them in motivating them. As motivated workers are
most significant part because they help an organisation in achievement of set goals and
objectives.
Reflection: I am glad that I got this changes to do investigation over such a broad topic
i.e. “An investigation into online and face to face staff training towards customer services at
Boots Plc”. Research was done for analysing importance of online and face-to-face staff training
towards attraction of customers. With the help of this research, I am able to improve my
literature review skills and management skills. As it will assist in in completing each activities of
study within given time period. Along with this, I am seek in sometime, due to having a lower
spinal disc out of place I am unable to move around very much. It will effect on my while
performing each tasks of dissertation systematically.
32

APPENDIX
Questionnaire
Q1) Do you have any knowledge about the phenomena regarding online and face-to-face
training?
a) Yes
b) No
Q2) Are you aware about the services and products offered by Boots Plc?
a) Yes
b) No
Q3) How often the training programme are organised in your company?
a) Every Month
b) Every Quater
c) Half Yearly
d) Once in a year
Q4) Does training help to enhance your productivity and motivation level
within an organisation?
a) Strongly Agree
b) Agree
c) Disagree
d) Strongly disagree
Q5) What is your opinion about online and face-to-face training?
a) Excellent
b) Average
c) Good
d) Below Average
Q6) Which is the most effective training approach for customer service
executive?
a) Face-to-face Training
b) Online Training
c) Hands-on training
Q7) Are online and face- to-face training helpful in providing better customer
service?
a) Yes
b) No
Q8) What are the issues and difficulties faced by company in trading of its
products?
a) Uncertainty of market
b) Supplier denial
c) Changes in government rules and regulation
d) Changes in trends
Q9) What is the major impact of staff training on trading in Boots UK?
a) Positive
b) Negative
Q10) Why is customer service essential to a Boots Plc.
a) Increased customer loyalty
33
✓
✓
✓
✓
✓
✓
✓
✓
✓

b) Increase the amount of money
c) Improve brand loyalty
Q11) How can you enhance customer service in the Boots Plc?
a) Improve customer interactions
b) Respond as quickly as possible
c) Give customers a way to provide feedback
Q12) As per your perception, effective customer services helps Boots Plc in
increment of its sales and market share.
a) Yes
b) No
Q13) Is online and face-to-face staff training supports an organisation in
maximisation of customer base?
a) Strongly Agree
b) Agree
c) Disagree
d) Strongly disagree
Q14) What are the effective methods used for overcoming from issues or difficulties
faced by company in trading its products?
a) Market Research
b) Prepare an agreement
c) Proper study about government's rules and
regulation
d) Frequent analysis at regular intervals
Q15) Does staff's online and face-to-face training helps Boots Plc to increase customer
trust and loyalty?
a) Strongly Agree
b) Agree
c) Disagree
d) Strongly Disagree
Q16) Provide any recommendation to Boots Plc about how to improve customer
service.
34
✓
✓
✓
✓
✓
✓

REFERENCES
Books and Journals
Abou-Shouk, M. A., Lim, W. M. and Megicks, P., 2016. Using competing models to evaluate
the role of environmental pressures in ecommerce adoption by small and medium sized
travel agents in a developing country. Tourism Management. 52. pp.327-339.
Alford, P. and Page, S. J., 2015. Marketing technology for adoption by small business. The
Service Industries Journal. 35(11-12), pp.655-669.
Au, N., Buhalis, D. and Law, R., 2014. Online complaining behavior in mainland China hotels:
The perception of Chinese and non-Chinese customers. International Journal of
Hospitality & Tourism Administration. 15(3). pp.248-274.
Brewster, L. and et. al., 2014. Factors affecting front line staff acceptance of telehealth
technologies: a mixed‐method systematic review. Journal of advanced nursing. 70(1).
pp.21-33.
Celuch, K., Robinson, N.M. and Walsh, A.M., 2015. A framework for encouraging retail
customer feedback. Journal of Services Marketing. 29(4). pp.280-292.
Cohen, E., 2017. Employee training and development. In CSR for HR (pp. 153-162). Routledge.
Cook, S., 2017. Measuring customer service effectiveness. Routledge.
De Lusignan, S. and et. al., 2014. Patients’ online access to their electronic health records and
linked online services: a systematic interpretative review. BMJ open. 4(9). p.e006021.
DeCenzo, D.A., Robbins, S.P. and Verhulst, S.L., 2016. Fundamentals of Human Resource
Management, Binder Ready Version. John Wiley & Sons.
Hall, Z. R., Ahearne, M. and Sujan, H., 2015. The importance of starting right: the influence of
accurate intuition on performance in salesperson–customer interactions. Journal of
Marketing. 79(3). pp.91-109.
Horlacher, A. and Hess, T., 2016, January. What does a Chief Digital Officer do? Managerial
tasks and roles of a new C-level position in the context of digital transformation.
In 2016 49th Hawaii International Conference on System Sciences (HICSS)(pp. 5126-
5135). IEEE.
Huang, J. S., Pan, S. L. and Liu, J., 2017. Boundary permeability and online–offline hybrid
organization: A case study of Suning, China. Information & Management. 54(3).
pp.304-316.
Hur, W. M., Moon, T. W. and Jung, Y. S., 2015. Customer response to employee emotional
labor: the structural relationship between emotional labor, job satisfaction, and
customer satisfaction. Journal of Services Marketing. 29(1). pp.71-80.
Alvesson, M. and Sköldberg, K., 2017. Reflexive methodology: New vistas for qualitative
research. Sage.
Kumar, R., 2019. Research methodology: A step-by-step guide for beginners. Sage Publications
Limited.
Silverman, D. ed., 2016. Qualitative research. Sage.
Flick, U., 2015. Introducing research methodology: A beginner's guide to doing a research
project. Sage.
Quinlan, C. and et. al., 2019. Business research methods. South Western Cengage.
Krippendorff, K., 2018. Content analysis: An introduction to its methodology. Sage publications.
Smith, J. A. ed., 2015. Qualitative psychology: A practical guide to research methods. Sage.
35

McCusker, K. and Gunaydin, S., 2015. Research using qualitative, quantitative or mixed
methods and choice based on the research. Perfusion, 30(7), pp.537-542.
Koro-Ljungberg, M., 2015. Reconceptualizing qualitative research: Methodologies without
methodology. Sage Publications.
Brown, S. and Rhoades, G., 2019. Q methodology. Using Innovative Methods in Early Years
Research: Beyond the Conventional, p.202.
Irwin, R.L. and Springgay, S., 2017. A/r/tography as practice-based research. In Arts Education
and Curriculum Studies(pp. 162-178). Routledge.
Silberman, M.L. and Biech, E., 2015. Active training: A handbook of techniques, designs, case
examples and tips. John Wiley & Sons.
Stewart, G.L. and Brown, K.G., 2019. Human resource management. Wiley.
Tan, Q., Oriade, A. and Fallon, P., 2014. Service quality and customer satisfaction in Chinese
fast food sector: A proposal for CFFRSERV. Advances in Hospitality and Tourism
Research (AHTR). 2(1). pp.30-53.
Woods, K., 2015. Exploring the relationship between employee turnover rate and customer
satisfaction levels. The Exchange, 4(1).
Online
Henson Gawliu Jr., 2014, What is Online Training. [Online]. Available through:
<https://www.safetyunlimited.com/Online-Training/What-is-Online-Training.asp>.
Lorri Freifeld. 2017. Training. [Online]. Available through: <https://trainingmag.com/trgmag-
article/online-vs-class-success/>.
Brian Hill, 2019, Some Challenges That Firms Face for Marketing. [Online]. Available through:
<https://smallbusiness.chron.com/challenges-firms-face-international-marketing-
3356.html>.
Levitt, T., 2019. The Globalization of Markets. [Online]. Available Through:
<https://hbr.org/1983/05/the-globalization-of-markets>
Smriti Chand, 2019, Benefits of Training Employees for an Organization [Online]. Available
through: <http://www.yourarticlelibrary.com/employee-management/7-benefits-of-
training-employees-for-an-organization/27914>.
36