교육훈련특성과 상사의 리더십 유형이 교육훈련 전이에 미치는 영향
An Empirical Study on the Influence of Employee Training Program on the Transfer Behavior of Training - Focused on Managerial Leadership Style in Call Center -
0
조회
0
다운로드
22
인용
0
참고문헌
키워드
초록
본 연구는 교육훈련 구성요인이 교육훈련 전이에 미치는 영향 및 리더십 유형의 조절효과를 연구하였다. 연구목적을 달성하기 위해 부산지역을 둔 근무자 100인 이상의 대형 콜센터 6군데를 선정하여 최근 6개월에서 1년 사이에 교육 훈련을 받은 텔레마케터 420명을 대상으로 설문지를 활용하여 자료를 수집, 분석 하였다. 연구결과, 교육훈련 구성요인이 교육훈련 전이에 정(+)의 영향을 미치는 것으로 나타났으며, 리더십 유형 역시 교육훈련 전이에 정(+)의 영향을 미치는 것으로 나타났다. 이에 따라 교육훈련 구성요인이 교육훈련 전이와 리더십 유형 간에 조절효과를 수행하는 것으로 나타났다. 본 연구는 이론적으로 조직적 상황특성이나 학습 전이에 대해 조절 변수에 따른 전이의 영향을 입증하였다. 이러한 연구결과를 바탕으로 시사점과 연구의 한계점 및 향후 연구방향이 논의되었다.
Abstract
The biggest challenge in training is the transfer of the skills and information learned in the training to the work place. In every company, Human Resources (HR) training in many employee-related and customer-related topics is mandatory, especially for managers and supervisors. “Transfer of training”, as it relates to workplace training, refers to the use put by training participants of the skills and knowledge they learned to their actual work practices. Today, call center management is an increasingly important skill as the use of call centers becomes a popular method of centralizing communication services, streamlining order taking and providing valuable customer support. The skills required to successfully set-up and manage a call center encompass everything from staff recruitment and personnel management, to technical understanding of the options available, and the all-important customer relationship management. To keep up-to-date with the latest training skill on call center management techniques and how to develop successful customer relationship management, Many scholars have argued that employee training program can have positive effects on transfer behavior of training because it stimulates employee's perception and individual performance. The purpose of this study were to understand the relationship between employee's training program and transfer behavior of training, and to analyze the moderating effects of the leadership type on the training program components and transfer behavior of training. In this study, there are six hypotheses based on literature reviews and tested by the data from questionnaires. The sample were consisted in 339 tele-marketers of call center in Korea. The collected data have been analyzed by using SPSSWIN 14.0 version. The result and conclusion acquired from this study were as follows ;First, trainee characteristics, training program characteristics and organizational characteristics significantly influence transfer behavior after the training program. Second, trainee characteristics, training program characteristics and organizational characteristics differently influence transfer behavior according to the leadership style. These results imply that call center manager exert more efforts on building supportive trainee characteristics, training program characteristics and organizational characteristics to enhance transfer behavior and consider leadership style to suggest training action program. Thereby, this study stressed on importance of effectiveness of employee's training program and moderating effect of leadership style.
참고문헌 (36)
- 金鎭模, "職務敎育訓鍊의 有效性과 그 影響要因", 박사, 교육학, pp.1997
- 김진모, "직무교육훈련 유효성 제고 모델 개발", 한국직업교육학회, 16(1), pp.83~102 (1997)
- 박재형, "호텔종사원의 성숙도와 리더십유형에 따른 직무만족에 관한 연구", 석사, 호텔경영학, pp.2001
- 이도형, "조직내 교육 훈련의 학습 및 전이 효과 모델 검증 연구", 한국심리학회, 9(1), pp.59~88 (1996)
- 林孝昌, "配分公正性과 節次公正性이 職務態度에 미치는 影響", 석사, 경영학과, pp.1998
- 정재삼, "교육프로그램의 학습전이 영향에 대한 요인분석", 기업교육연구, 127(148) (2004)
- 최혜진, "OJT, OFF-JT, 온라인교육훈련이 훈련전이에 미치는 영향에 관한 연구 : 상황변수의 조절효과를 중심으로", 석사, 경영학과, pp.2008
- 천장현, "기업내 교육훈련프로그램의 유효성에 관한 연구 : 조절효과 중심으로", 석사, pp.2005
- Alliger, G. M., "A Meta-Analysis of the Relations Among Training Criteria", Personnel Psychology, 50, pp.341~358 (1997)
- Bartlett, C. J., "Teaching scale developed for division of behavioral and social sciences" (1982), University of Maryland
- Baldwin, T. T, "Transfer of Training: A Review and Directions for Future Research", Personnel Psychology, 41, pp.63~105 (1998)
- Bandura, A., "Social Foundations of thought and action cognitive theory" (1986), Prentice- Hall
- Bramley, P, "Evaluating Training Effectiveness- Translating Theory into Practice" (1991), McGraw-Hill Book Company
- Buckley, R., "The theory and Practice of Training(3rd eds.)" (1995), Kogan Page
- Chiaburu, D. S., "What predicts skill transfer? An exploratory study of goal orientation, training self-efficacy and organizational supports", International Journal of Training and Development, 9, pp.110~123 (2005)
- Chiaburu, D. S., "Individual and contextual influences on multiple dimensions of training effectiveness", Journal of European Industrial Training, 29, pp.604~626 (2005)
- Desimone, R. L., "Human Resource Development (3rd ed)", pp.231~ (2002), Harcourt College Publishers
- Desimone, R. D., "Human Resource Development(2nd ed)", pp.177~ (1998), Dryden
- Fleishaman, E. A., "Leadership Climate, Human Relations Training, and Supervisory Behavior", Personnel Psychologyn, 6, pp.205~222 (1955)
- Goldstein, I. L., "Training in work organizations, In Handbook of Industrial and Organizationl Psychology" (1992), Consulting Psychologyists Press
- Goldstein, I. L., "Training in organizations: The learning environmen", pp.1993, Brooks
- Goldstein, I. L., "Training in organizations(4rd ed.)" (2002), Wadsworth
- Holton, E. F., "In Search of an interactive model for HRD evaluation", Academy of Human Resource Development 1995 Conference Proceedings (1995)
- Jeffrey Pfeffer, "The Ambiguites of Leadership", Academy of Management Review, 2(1), pp.104~142 (1977)
- MacFarland, D. E., "Management: Principles and Practices, 4th ed", pp.84~ (1974), The Macmillan Co.
- Mathieu, J. E., "Influences of Individual and Situational Characteristics on Measures of Training Effectiveness", Academy of Management Journal, 35, pp.828~847 (1992)
- Noe, R. A., "Trainees' attributes and attitudes: Neglected influences on training effcetiveness", Academy of Management Review, 11(4), pp.763~764 (1986)
- Noe, R. A., "Emerging Issues and New Directions for Training Research", Research in Personnel and Human Resource Managemnet, 10, pp.345~384 (1992), JAI press
- Robertson, I, "Learning and the Prediction of Performance : Development of Trainability Testing in the United Kingdom", Journal of Applied Psychology, 64, pp.43~50 (1997)
- Rouiller, J. Z., "The Relationship between Organizational Transfer Climate and Positive Transfer of Training", Human Resource Development Quarterly, 4, pp.337~390 (1993)
- Ryman, D. H., "Attiudes Predictive of Diving Training Success", Personnel Psychology, 28, pp.181~188 (1975)
- Schneider, B., "Organizational climate and culture" (1990), Jossy-Bass
- Sherman, A, "Managing Human Resources" (1996), South-Western
- Tannenbaum, Scott, I., "Training and Development in Work Organizations", Annual Review of Psychology, 43, pp.399~411 (1992)
- Tracey, J. B., "Applying Trained Skills on the Job : The Importance of the Work Environment", Journal of Applied Psychology, 80, pp.239~252 (1995)
- Tracey, J. B., "The influence of individual characteristics and the work environment on varying levels of training outcomes", Human Resource Development Quarterly, 12(1), pp.5~23 (2001)