외식업체 직원의 교육훈련이서비스 회복, 직무만족 및 이직의도에 미치는 영향

The Effects of Job Training on Service Recovery, Job Satisfaction and Turnover Intention among Food Service Industry Employees in Daegu and Daejeon

The purpose of this study is to determine the effects of job training on service recovery, job satisfaction and turnover intention among employees in the food service industry. 300 questionnaires were organized and distributed widely to food service employees in Daegu and Daejeon from on May 2009. 213 usable samples(71%) were tested using AMOS program through covariance structure analysis. The study found that training is significantly and positively related to service recovery and job satisfaction. However, the relationship between job training and turnover intention is statistically insignificant. In addition, service recovery is a significant predictor of job satisfaction but not of turnover intention. This study shows that job training might be helpful for improving service recovery and increasing employees' satisfaction and thus decreasing turnover intention.