Role-Play Training Factors that Positively Influence Training Satisfaction and Customer Service Orientation
DC Field | Value | Language |
---|---|---|
dc.contributor.author | 신정섭 | - |
dc.contributor.author | 남재철 | - |
dc.contributor.author | 김혜수 | - |
dc.contributor.author | 이상윤 | - |
dc.date.available | 2020-02-28T14:44:02Z | - |
dc.date.created | 2020-02-12 | - |
dc.date.issued | 2015-09 | - |
dc.identifier.issn | 1738-3110 | - |
dc.identifier.uri | https://scholarworks.bwise.kr/gachon/handle/2020.sw.gachon/11820 | - |
dc.description.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. | - |
dc.language | 영어 | - |
dc.language.iso | en | - |
dc.publisher | 한국유통과학회 | - |
dc.relation.isPartOf | 유통과학연구 | - |
dc.title | Role-Play Training Factors that Positively Influence Training Satisfaction and Customer Service Orientation | - |
dc.type | Article | - |
dc.type.rims | ART | - |
dc.description.journalClass | 2 | - |
dc.identifier.doi | 10.15722/jds.13.9.201509.29 | - |
dc.identifier.bibliographicCitation | 유통과학연구, v.13, no.9, pp.29 - 36 | - |
dc.identifier.kciid | ART002033673 | - |
dc.description.isOpenAccess | N | - |
dc.citation.endPage | 36 | - |
dc.citation.startPage | 29 | - |
dc.citation.title | 유통과학연구 | - |
dc.citation.volume | 13 | - |
dc.citation.number | 9 | - |
dc.contributor.affiliatedAuthor | 이상윤 | - |
dc.subject.keywordAuthor | Role-play | - |
dc.subject.keywordAuthor | Training | - |
dc.subject.keywordAuthor | Education | - |
dc.subject.keywordAuthor | Education-Training Satisfaction | - |
dc.subject.keywordAuthor | Customer Service Orientation | - |
dc.description.journalRegisteredClass | kci | - |
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