레스토랑 직원의 서비스교육훈련, 조직유효성이 고객지향성에 미치는 영향 연구 = How service training affects restaurants employees` perception of organizational effectiveness and customer orientation

다국어 초록 (Multilingual Abstract)

This study aims to identify the impact of regular service training efforts, designed to motivate employees and grow employee skills, on organizational effectiveness and customer orientation. Self-administered questionnaires were used to collect data from employees working at two types of restaurants in Seoul, including: family restaurants and hotel restaurants. The results of the study are as follows: Firstly, an unexpected relationship between service training and a restaurant employees` intention to leave. Secondly, training content and the teaching skills of trainers had an impact on job satisfaction and the organizational commitment of restaurant employees and the teaching environment influenced job satisfaction. Thirdly, a restaurant employee`s perception of organizational effectiveness affected customer orientation. Finally, the training content and training environment greatly affected an employee`s assessment of service training and customer orientation but the teaching skills of trainers did not influence an employees` customer orientation. Therefore, managers should focus on improving employees` basic work conditions by providing reasonable wages, work hours and reward systems. Service training would then be more productive because service training would efficiently adapt restaurants employees to the organization and enhance job satisfaction, commitment, customer orientation and reduce an employee`s intention to leave.