- 권한신청
- P-ISSN1738-3110
- E-ISSN2093-7717
- SCOPUS, ESCI
Role-Play Training Factors that Positively Influence Training Satisfaction and Customer Service Orientation
Role-Play Training Factors that Positively Influence Training Satisfaction and Customer Service Orientation
Nam, Jae-Chul (Graduate School of Hotel/Restaurant Management, SangMyung University)
Kim, Hey-Soo (Graduate School of Hotel/Restaurant Management, SangMyung University)
Lee, Sang-Youn (Graduate School of Business Management, Gachon University)
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.
- keywords
- Role-play, Training, Education, Education-Training Satisfaction, Customer Service Orientation
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