Employee Training and Communication in the Chain Restaurant Industry：A Case Study of a Fast Food Company

• Main Authors: Chi-Ying Juang, 莊麒穎
• Other Authors: 何怡慧
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/10256092971425272020

碩士 === 長榮大學 === 國際企業學系(所) === 101 === Consistency of service quality is a key success factor for the chain retaurant industry. To remain consistent in service quality, chain restaurants should provide appropriate training systems for their employees. However, there is is still lack of research about employee training for the chain retaurant industry in the literature. Therefore, the purpose of this study is to investigate the employee training and communication in the chain restaurant industry. This study used the method of case study to make a thorough analysis on the content of employee training, and the utilization of training and communication methods in chain restaurants. An international fast food company was taken as the research subject. The study conducted in-depth interviews with several employees in the company. The training content consists of three major categories: understanding of the organization, working knowledge, and service skills. Several training methods in the restaurant were also summarized in the study. According to in-depth interview results, this study concludes that the training content and training methods used in employee training are related to the employee hierarchy. The utilization of communication methods depends on the training content and training methods. Employee training effectiveness is influenced by the communication methods. Accordingly, some research propositions are proposed in the study. The present results can provide some references for the chain restaurants in designing their employee training systems to increase their effectiveness of employee training.