대면종사자 교육이 서비스몰입과 직무만족, 조직몰입에 미치는 영향- 항공사ㆍ호텔종사자 중심으로 -
Effect of FLSE Training on the Commitment to the Service, Job Satisfaction, Commitment to the Firm - Focusing on Service Factory -
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Abstract
Research that examines approaches for improving frontline service employee(FLSE) commitment to service in the context of service factory is relatively scarce. According to Schmenner(1986) the landscape of service is divided into 4 quadrants with hotel and airlines belongs to service factory quadrant. Using a sample of 278 from service factory, we examined the effect of training(formal training, coaching) and FLSE commitment to service on job satisfaction and commitment to the firm. In this study, 5 hypotheses based on literature reviews were employed. The data and hypotheses were examined using structural equation modeling(SEM) by AMOS. Our findings indicate that both formal training and coaching has positive impacts on FLSE commitment to service. Specifically, informal coaching in daily life has stronger influence than traditional formal training on FLSE commitment to service. Thus, managers as well as new employees need to be trained repeatedly and systematically. The results also showed that FLSE commitment to service improves job-related outcomes such as job satisfaction and commitment to the firm. Therefore, FLSE commitment to service has to be emphasized in the service factory. The contribution and limitations of this research were discussed and the future possible researches were mentioned.
참고문헌 (30)
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