earticle

영어

The objective of this study is to suggest useful directions for enhancing the effectiveness of the CRS training program characteristic. It approached from the perspective of working environment and demographic characteristics targeting working-level staffs for airline and travel agency who use CRS. This study explores the relationship between reaction/CRS training and transfer performance, and analyzes the mediating effect of individual characteristics on training effectiveness in CRS training program settings. Based on the previous literature conducted on the traditional training environment, three sub-hypotheses are developed and tested by questionnaires survey data. The major findings of this study are summarized as follows: First, the factor that had the most significant impact on the transfer of CRS training in Korea was training contents provided by CRS companies. Then, other factors are trainee's expectation for achievement, supervisor's support, peer's support, and trainee's self-efficacy in that order. Second, the relationships between trainee's psychological characteristics, training program characteristics, environmental factors were significant statistically. Based on the findings of this study, the following suggestions to the CRS companies and travel agencies were presented for enhancing the training transfer performanc of CRS training. They are needed to prepare a reward system in their companies for employee's accomplishment on the training, and to create an organizational climate that allows trainees to be able to transfer what they learned through training course to their job involvement with the full support of their peers and supervisors. Results indicate that reaction to the CRS training program are revealed as factor affecting the improvement of the transfer performance and mediating effects of personal characteristics (job involvement) are partially identified.