연구논문 : 교육훈련특성과 상사의 리더십 유형이 교육훈련 전이에 미치는 영향 = An Empirical Study on the Influence of Employee Training Program on the Transfer Behavior of Training -Focused on Managerial Leadership Style in Call Center-

국문 초록 (Abstract)

본 연구는 교육훈련 구성요인이 교육훈련 전이에 미치는 영향 및 리더십 유형의 조절효과를 연구하였다. 연구목적을 달성하기 위해 부산지역을 둔 근무자 100인 이상의 대형 콜센터 6군데를 선정하여 최근 6개월에서 1년 사이에 교육 훈련을 받은 텔레마케터 420명을 대상으로 설문지를 활용하여 자료를 수집, 분석 하였다. 연구결과, 교육훈련 구성요인이 교육훈련 전이에 정(+)의 영향을 미치는 것으로 나타났으며, 리더십 유형 역시 교육훈련 전이에 정(+)의 영향을 미치는 것으로 나타났다. 이에 따라 교육훈련 구성요인이 교육훈련 전이와 리더십 유형 간에 조절효과를 수행하는 것으로 나타났다. 본 연구는 이론적으로 조직적 상황특성이나 학습 전이에 대해 조절 변수에 따른 전이의 영향을 입증하였다. 이러한 연구결과를 바탕으로 시사점과 연구의 한계점 및 향후 연구방향이 논의되었다.

다국어 초록 (Multilingual Abstract)

The biggest challenge in training is the transfer of the skills and information learned in the training to the work place. In every company, Human Resources (HR) training in many employee-related and customer-related topics is mandatory, especially for managers and supervisors. "Transfer of training", as it relates to workplace training, refers to the use put by training participants of the skills and knowledge they learned to their actual work practices. Today, call center management is an increasingly important skill as the use of call centers becomes a popular method of centralizing communication services, streamlining order taking and providing valuable customer support. The skills required to successfully set-up and manage a call center encompass everything from staff recruitment and personnel management, to technical understanding of the options available, and the all-important customer relationship management. To keep up-to-date with the latest training skill on call center management techniques and how to develop successful customer relationship management, Many scholars have argued that employee training program can have positive effects on transfer behavior of training because it stimulates employee``s perception and individual performance. The purpose of this study were to understand the relationship between employee``s training program and transfer behavior of training, and to analyze the moderating effects of the leadership type on the training program components and transfer behavior of training. In this study, there are six hypotheses based on literature reviews and tested by the data from questionnaires, The sample were consisted in 339tele-marketers of call center in Korea, The collected data have been analyzed by using SPSSWIN 14.0 version, The result and conclusion acquired from this study were as follows; First, trainee characteristics, training program characteristics and organizational characteristics significantly influence transfer behavior after the training program. Second, trainee characteristics, training program characteristics and organizational characteristics differently influence transfer behavior according to the leadership style. These results imply that call center manager exert more efforts on building supportive trainee characteristics, training program characteristics and organizational characteristics to enhance transfer behavior and consider leadership style to suggest training action program. Thereby, this study stressed on importance of effectiveness of employee``s training program and moderating effect of leadership style.