프랜차이즈 미용실 종사자의 서비스교육 실태를 통한 교육 프로그램 제안

The purposes of this study are, firstly, making CEO noticing the gap between contents of their own service training programs and the real needs of employees, and secondly, suggesting the effective service training program which can improve employees' job performance. This study carried out a survey targeting 400 workers in franchise beauty salons which are located in Seoul from March 18, 2011 to March 27, 2011 and analyzed the data with SPSS v.14.0 program. Methods of analyzing data are frequency analysis, factor analysis,cross tabulation, independent samples t-test and one way ANOVA. The results are as follows: Firstly, ‘service training on customer entrance and exit' is the best trained category among 5 categories into which this study had divided. This results show the omission of the service training on handling of customer complains in salons’ service training program. Secondly, service training on employees'appearance management' is the best performed service training category. Thirdly, as the result of analyzing the recognition of necessity for service training, most of employees answered that service training is needed. Hereupon, this study classifies the employees into ‘stylist’, ‘partner’, ‘manager’ and ‘CEO’ groups, and analyzes each group's needs. As a result, including various simulations is needed to enhance concentration and to find out the way to ease employees low morale.