The Influence on Service Performance from Self-Directed Learning and Supportive Culture through the Mediation of Training Transfer —Incentive System as a Moderator Variable

• Main Authors: Chiu, Yu-Ping, 邱于萍
• Other Authors: Yu, Chien
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/4wn622

碩士 === 國立臺灣師範大學 === 科技應用與人力資源發展學系 === 102 === In the era of knowledge and economy, many organizations have already noticed that the training of manpower is crucial to improve organizational performance. Especially in the service industry, a more solid educational training is needed in order to improve the competitiveness between the crews in organizations and customer satisfaction. Whether it can migrate effectively and use at work when the organization invested a great amount of capital in training is a big challenge for training department. Therefore, the service performance can be effectively improved by decreasing the barriers in training transfer, if the organizations can think highly of establishing the supportive culture. This research investigates the impact of supportive culture and service performance mediated by training transfer hierarchical regression, and is conducted basing on questionnaires in a domestic「Aviation A」.The findings reveal that (1) Self-directed learning has a positive effect on training transfer. (2) Supportive culture has a positive effect on training transfer. (3) Self-directed learning has a positive impact on service performance. (4) Supportive culture has a positive impact on service performance. (5) Training transfer has a positive impact on service performance. (6)The mediation of training transfer in self-directed learning effecting on service performance is only partial. (7) The mediation of training transfer in supportive culture effecting on service performance is complete. (8) Incentive system has no moderating effects on training transfer influencing service performance .The research result is expected to improve the service performance of the ground crew .In the process of training transfer, strengthening the supportive culture in organizations can enhance the morale and the effectiveness of their work. A better quality of Service Performance will be created by building a competitive advantage.