Role-Play Training Factors that Positively Influence Training Satisfaction and Customer Service Orientation

Abstract

Purpose – The purpose of this study is to examine the influence of effective role-play and training on employee education satisfaction and customer orientation. Evidence of the suggested objective is obtained by monitoring the effectiveness of hotel service training. Research design, data, and methodology – Data were collected from 280 role-play sessions performed in a Korean Hotel and examined using a frequency analysis, reliability/validity assessments, correlation analysis, and regression analysis using SPSS 19.0. Results – 1) Entrepreneurs and training instructors should enthusiastically apply service education in order to enhance each employee d evaluation in terms of customer satisfaction and customer orientation. 2) The most effective factor on customer satisfaction and orientation is the instructor’s qualifications. 3) Since a higher level of education-training satisfaction leads to better customer orientation, effective education-training is essential to achieve this result. Conclusions – The study was able to obtain practical evidence that can confirm that service education-training through role-play positively affects employee customer service orientation. In future advanced research on training effects on customer orientation, various internal factors of a business should also be considered.