초록 열기/닫기 버튼
The purpose of this study is to examine the relationship between the coaching quality in service encounter and relationship quality on the self-efficacy and resilience of service encounter staff to improve capacity and service quality of service staff. For the purpose of this study, a structured questionnaire was conducted for those who participated in the coaching program, and the available 276 responses were collected and used for empirical analysis. In the hypothesis test, SPSS 22.0 ver and R-programming were used to analyze the effects of coaching program factor, coaching environment factor, coaching administrative factor, and relationship quality factors, trust and commitment on self-efficacy and resilience. As a result of statistical analysis, coaching program factors, coaching environment factors, and coaching administration factors showed positive effect on trust. Coaching program factors and coaching administrative factors also had a positive effect on commitment, but coaching environment factors don’t affect commitment. In addition, both trust and commitment were found to be significant for self-efficacy and positive effect on resilience. The implications of this study are that organizations recognize the importance of coaching and it could increase self-efficacy and resilience of organizational members through continuous coaching program.
