The purpose of the study was to explore frontline employee perceptions of the value of their training and how it affected their on-the-job performance. To support this purpose, there were three research questions: "What are quick serve frontline employee perceptions of the scope and value of the frontline employee certification course?" "What constructs and content can the quick serve frontline employees recall from the frontline employee certification course?" "What are the perceived outcomes experienced by quick serve frontline employees after taking the frontline employee certification course?" The participants were 10 frontline employees working for a chain of quick service restaurants in the Midwestern United States. The participants were asked 10 semistructured, open-ended questions in face-to-face interviews, and the data were analyzed using thematic analysis. The results indicated that the participants felt the five service standards they learned as part of training helped them to be more professional. They pointed out that their supervisors helped them to remember what they learned. Participants felt information learned from the certification program helped them implement the customer service standards. The implications of the results for those in the field of education included recognizing the need for training and performance opportunities for unskilled employees. Additionally, the findings highlighted the need to professionalize quick serve frontline employees with certification training. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page: http://bibliotheek.ehb.be:2222/en-US/products/dissertations/individuals.shtml.]