The Importance of Employee Training in the Retail Jewellery Industry

Abstract

This thesis explores the importance of employee training in the retail jewellery industry, using Company X in Finland as a case study. In a highly competitive market where customers expect personalized service and expert advice, employee training plays a vital role in improving product knowledge, communication skills, and customer interaction. The study investigates how training influences employee performance, customer satisfaction, and overall sales outcomes. The theoretical framework of this thesis is consisted of Kolb’s Experiential Learning Theory, Kirkpatrick’s Four-Level Training Evaluation Model, Andragogy, as well as Self-Determination Theory. These models help explain how adults learn, what motivates them, and how training effectiveness can be evaluated. In this thesis, a qualitative research approach was used, with data collected by taking advantage of semi-structured interviews and in-store observations of employees.

The findings show that training at Company X significantly improves employees’ confidence, product expertise, and customer service capabilities. Interviewees appreciated practical sessions and suggested more interactive and follow-up training formats. Observations con-firmed that trained employees displayed more proactive behaviour, better communication, and stronger sales performance. This thesis concludes that a well-designed, hands-on training program leads to higher employee motivation, better customer experiences, and in-creased business performance in jewellery retail. Recommendations are offered to enhance future training efforts at Company X.