항공사 예약직원을 위한 교육프로그램 개선에 관한 연구

• 영문명: Reservation Personnel Education Program Development for the Airline's Competitive Power Improvement
• 발행기관: 관광경영학회
• 저자명: 이혜경(Hyekyung Lee)
• 간행물 정보: 『관광경영연구』제11권 제3호, 81~108쪽, 전체 28쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2007.09.30

영문 초록

Opening of the CRS(Computer Reservation System) caused severe Competition between domestic airlines and foreign airlines. Therefore, it is urgently recommended that in-house educational programs for sales & marketing position need to be porperly improved to cope with changing airline business environment. Airline services can be classified into reservation, ticketing, transportation & cabin services. However, in-house education of domestic airline industry focuses only on the training of cabin crews. More efficient and better organized training services where air transportation services begin. This study examined theoretically current status of the in-house education and training program of domestic airlines. Further, this study empirically analyzed domestic airline's in-house educational program using survey data. Subjects of survey are sales & marketing staffs employed by Asiana Airlines(AAR) and Korean Airlines(KAL). The main results of this study are as follows: First, it is found that educational budget & expenses, educational equipment availability, educational impact on self-development, educational performance evaluation methods, top management's interest on educational training, and teaching techniques are areas with problem. Second, AAR employees revealed high satisfaction level on the training center facilities. On the other hand, KAL employees have high satisfaction level on the incentive program toward highly evaluated trainees. This study suggests improvements on these problematic areas identified by empirical analysis. In addition to this, a certificate endowment system for skillful employees needs to be adopted in order to improve training impacts of educational programs. Finally, not only avoidance of bleeding competition between domestic airlines but also establishment of global reservation system is required for the purpose of reinforcing world-wide competition power of domestic airlines.

목차

Ⅰ. 서 론

Ⅱ. 국내 항공사의 교육프로그램 현황

Ⅲ. 연구방법과 분석결과

Ⅳ. 교육프로그램의 문제점과 개선방향

Ⅴ. 결 론

참고문헌