A Exploratory Study on the Development of Competency Indicators of Person-to-Person Service Encounter Employees
Seul Ki Lee, Hye Mi Hwang · Journal of Korea Service Management Society · 2018
The purpose of this study is to develop a common competency indicator related to the job requirements of service encounter employees. The purpose of the detailed research is as follows. First, select the common competency group required for service encounter employees. Second, develop competency sub-competency elements. Third, manager competency group and sub-competency factor for manager selection are developed. It is expected that the development of the common competency that can be confirmed through this will reduce the decision-making time and the training for on-site placement of the competent staff in the recruitment of service industry with high turnover rate. Furthermore, the managerial capacity group can be used as an indicator for manager selection and fosterage. Finally, it is expected to be used as a guideline for the development of competency evaluation tools for service encounter employees.