전이풍토가 면세점 종사원 교육훈련 전이에 미치는 영향

Abstract

외국인 관광객들의 면세점 이용에 있어 판매 직원들의 인적 서비스 부문은 주요 선택속성이자 만족도에 긍정적 영향을 미치는 요인으로 보고되고 있다. 고객과의 서비스 접점에 있는 면세점 판매직원 인적자원개발의 중요성이 부각되면서 면세점 사업자들은 판매직원들의 직무 능력 향상을 위해 교육훈련을 실시하고 있다. 하지만 교육훈련 실시 자체가 교육훈련의 성공을 보장하는 것은 아니며, 교육훈련 프로그램이 교육 참가자들의 행위 변화를 유도하지 못하거나 생산성 향상에 기여하지 못한다면 교육훈련은 자원의 낭비로 전락할 수 있다. 교육훈련의 유효성 평가에 대한 연구들은 교육훈련 전이(transfer of training)의 개념을 활용하고 있다. 교육훈련 전이란 교육훈련을 통해 습득한 지식, 기술 및 태도를 실제 업무에 효과적으로 적용하는 과정을 의미한다. 본 연구의 목적은 교육훈련 전이에 영향을 미치는 다양한 요인 중, 조직의 환경적 특성인 전이풍토(transfer climate)가 면세점 판매직원들의 교육훈련 전이에 미치는 영향을 실증적으로 분석하고 자기 효능감의 조절효과를 검증함으로써 면세점 교육훈련의 효과성 제고를 위한 전략적 시사점을 도출하는 것이다. 연구의 목적 달성을 위해 선행연구 고찰을 통해 연구모형을 설계하였으며, 독립변인인 전이 풍토 하위 요인으로는 상사의 지원, 동료의 지원, 변화가능성, 전이기회, 조직의 보상의 5개 요인을 설정하였다. 실증분석을 위해 국내 A 면세점 서울점 및 제주점에 근무하는 판매직원들을 대상으로 설문을 배포하였으며 104부의 유효 표본을 확보하여 분석에 활용하였다. 분석 결과 전이풍토 5개 하위 요인 중, 전이 기회 요인만이 교육훈련 전이에 긍정적 영향을 미치고 있는 것으로 나타났으며 자기 효능감 요인의 조절효과는 확인하지 못하였다. 본 연구 결과는 인적자원개발을 위해 실시되는 교육훈련에 대한 노력과 투자를 실제 업무 현장에서의 성과향상으로 실현하기 위해서는 교육훈련의 실시 뿐만 아니라 교육훈련 전이를 위한 조직차원의 노력이 병행되어져야 함을 시사한다. 특히 교육 참가자들이 교육훈련을 통해 배운 지식, 기술 및 태도를 현장에서 적용해 볼 수 있는 기회제공과 이에 필요한 자원 및 과업이 적절하게 제공되어야 한다.|In using duty-free shops in foreigners, human service of salespersons has been reported as core selection attributes and factors on satisfaction influencing positive effect. Human resources development at service encounter elements is being emphasized, and duty-free shops' owners are doing an educational training for employees for an organization to make high performance. However educational training itself doesn't assure of success. Unless educational training program could induce participants to change of behavior or contribute to productivity improvement, educational training could be resource waste. The studies on evaluating the efficacy of educational training is using the concept of "transfer of training". Transfer of training means the process of applying effectively what they have learned through the educational training contents on their real field such as knowledge, skill, and attitude. Through review of preceding studies, independent variables is transfer climate which has five sub-factors such as supervisor's support, peer's support, probability of change, opportunity of transfer, and organizational compensation. For an empirical analysis those who participated working in domestic duty-free shops at Seoul and Jeju were selected for a survey, and lastly 104 data were analyzed. As a result, only opportunity of transfer in the five sub-factors positively influenced transfer of training in a positive way. However self-efficacy didn't have influence on transfer of training as the mediating effect. The result from this study implicates the necessity of transfer of training for facilitating performance improvement on their real field as well as educational training for human resources development in duty-free shops. Especially offering resources and opportunities for application of acquired knowledge, skills and attitude to training participants through educational training is necessary.; In using duty-free shops in foreigners, human service of salespersons has been reported as core selection attributes and factors on satisfaction influencing positive effect. Human resources development at service encounter elements is being emphasized, and duty-free shops' owners are doing an educational training for employees for an organization to make high performance. However educational training itself doesn't assure of success. Unless educational training program could induce participants to change of behavior or contribute to productivity improvement, educational training could be resource waste. The studies on evaluating the efficacy of educational training is using the concept of "transfer of training". Transfer of training means the process of applying effectively what they have learned through the educational training contents on their real field such as knowledge, skill, and attitude. Through review of preceding studies, independent variables is transfer climate which has five sub-factors such as supervisor's support, peer's support, probability of change, opportunity of transfer, and organizational compensation. For an empirical analysis those who participated working in domestic duty-free shops at Seoul and Jeju were selected for a survey, and lastly 104 data were analyzed. As a result, only opportunity of transfer in the five sub-factors positively influenced transfer of training in a positive way. However self-efficacy didn't have influence on transfer of training as the mediating effect. The result from this study implicates the necessity of transfer of training for facilitating performance improvement on their real field as well as educational training for human resources development in duty-free shops. Especially offering resources and opportunities for application of acquired knowledge, skills and attitude to training participants through educational training is necessary.