Change, Transfer Climate, and Customer Orientation

Abstract

The success of large-scale or “paradigm change” training programs often hinge on work climate factors that support transfer of training. Focus groups ( N = 70) and survey data from both trained ( N = 564) and untrained ( N = 345) municipal employees were used to assess perceptions related to change (e. g., role ambiguity) and transfer climate that constrained or facilitated their use of Total Quality (TQ) training. Employees who felt blocked from applying training reported significantly less customer orientation than untrained employees, whereas those reporting a helpful transfer climate reported significantly more customer orientation than the untrained group. Regression analyses suggested that controlling for contextual factors (e. g., department affiliation), both a change and stress climate and, to a lesser extent, transfer climate (e. g., supervisor and coworker support) predicted customer orientation. Results have implications for organizational development practitioners and managers who seek to improve transfer of training in the midst of organizational change and stress.