서비스 교육훈련이 고객응대지향성에 미치는 영향에 관한 연구

Abstract

This study examined what kind of influence a service education exercise factor has on the customer reception orientation. According to results, it became clear that service education contents was not influence on the complain reception and telephone reception. In addition, the nature of lecturers had positively influence on the narration orientation. And the trainee attitude toward service education had positively influence on the personnel orientation, expression orientation, narration orientation, reception orientation and telephone reception orientation. Also, service education environment and the facility had positively influence on personnel orientation and the expression orientation. Finally, as a result of having analyzed the difference of the education service exercise between male respondents and female respondents, as for male respondents, education contents are important to customer orientation, on the other hands, as for female respondents, trainee attitude are important to customer orientation.