The Effects of Job Relevance and Instructor Competency of the Training for the Reinstated Cabin Crews of an Airline on the Customer Orientation via Transfer of Training

이 연구의 목적은 자녀출산 및 육아휴직으로 일시적 경력단절을 경험한 항공사의 복직승무원을 대상으로 실시하고 있는 항공사의 캐빈복직훈련의 직무관련성, 강사역량이 고객지향성과 교육훈련전이에 미치는 영향을 분석하고자 하였다. 이를 위하여 A항공사의 캐빈복직훈련과정을 이수한 복직승무원을 모집단으로 선정하고, 캐빈승무원 교육을 담당하는 캐빈서비스 훈련교관, 캐빈승무원 매니저 등을 통해 캐빈복직훈련 이수여부를 확인한 후, 자기기입방식으로 설문을 작성, 회수하여 총 유효표본 230명을 대상으로 연구 자료를 수집, 분석하였다. 연구결과는 다음과 같다. 첫째, 캐빈복직훈련의 직무관련성, 강사역량은 고객지향성에 유의한 정(+)의 영향을 미쳤다. 둘째, 캐빈복직훈련의 직무관련성, 강사역량은 교육훈련전이에 유의한 정(+)의 영향을 미쳤다. 셋째, 교육훈련전이를 매개변수로 하여 분석한 결과 캐빈복직훈련의 직무관련성, 강사역량에 대한 교육훈련전이가 고객지향성에 매개효과가 있었음을 확인할 수 있었다. 조직에서 교육훈련을 실시하는 궁극적인 목적은 교육훈련을 통해 학습한 것을 직무수행에 적용하는 것 뿐만 아니라 결국 조직성과로까지 연결되는 것이 전제되어야하는 만큼 조직은 교육훈련전이 촉진을 위한 교육훈련 설계, 강사역량 개발에 지속적인 교육훈련 투자와 관리가 요구된다.

The purpose of this study is to analyze the effect on the transfer of training and the customer orientation that the job related program contents and the competency of the trainer for the training for the reinstated cabin crews of airlines has. This training has been offered every month since 1999 to the reinstated cabin crews who experienced temporary career discontinuity due to childbirth and maternity leave. A population of this study is the reinstated cabin crews who completed the training which was intended to help them resume their seats successfully. Participants who were ensured to finish the training by training instructors and crew managers completed the questionnaires through the method of self-description, and among them, 230 sheets of appropriate questionnaires were used for this study. The results were as follows. First, the job related program contents and the competency of the trainer for the reinstatement training for the cabin crews had a positive effect on the transfer of training. Second, the job related program contents and the competency of the trainer for the reinstatement training for the cabin crews had positive influence on the customer orientation. Third, after analyzing the role of the transfer of training used as parameter as a control variable, it was proved that the transfer of training had a meditator effect on the customer orientation. The ultimate purpose of offering training and development in an organization is not only to apply what trainees learned through the training to the job performance but also to promote the overall organization performance, thus an organization is asked to constantly invest and mange the training and development plan and development the competency of the trainer in order to accelerate the transfer of training.