Most training performance measurement tools rely heavily on quantitative metrics that do not consider factors impacting knowledge transfer and behavioral change such as social relationships and company culture. This study observed a training performance measurement tool for a major U.S.-based airline. Analysis of the measurement tool consists of: a pilot study providing a baseline for the current gaps in training performance measurement, a survey of flight attendants to understand how company cultural and social factors impact learning and knowledge transfer, and focus groups to provide an in-depth analysis of what the underlying company cultural and social factors are. Both quantitative and qualitative analysis were utilized to identify the impact of cultural factors and social relationships on performance measurement to provide in-depth understanding of the role of tacit knowledge transfer in the training environment. Results show that cultural factors such as empathy, coaching, and on-the-job training, negatively impact the accuracy of flight attendants' ability to measure learning and knowledge transfer. A second finding shows social factors, personality, and agreement, show a strong trend towards negatively affecting the ability to accurately measure learning and knowledge transfer. The proposed knowledge transfer measurement model was further modified to reflect the findings and the results of this study. Further recommendations include altering the measurement tool, prioritization of skills, and communicating purpose.
| Identifer | oai:union.ndltd.org:unt.edu/info:ark/67531/metadc1752369 |
| Date | 12 1900 |
| Creators | Rosellini, Amy |
| Contributors | Hawamdeh, Suliman, 1955-, Allen, Jeff M., Busby, Roy Kidder |
| Publisher | University of North Texas |
| Source Sets | University of North Texas |
| Language | English |
| Detected Language | English |
| Type | Thesis or Dissertation |
| Format | vii, 123 pages : illustrations, Text |
| Rights | Public, Rosellini, Amy, Copyright, Copyright is held by the author, unless otherwise noted. All rights Reserved. |
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