Analysis of competency differences among frontline employees from various service typologies: integrating the perspectives of the organisation and customers

Abstract

This article classifies service into six typologies based on perceived risks and degree of customisation. From the literature, appropriate industries are selected for carrying out two studies. In the first study, interviews and observations were used to collect organisational perspective data needed for sorting out competency differences between frontline employees belonging to various service typologies. The second study, done from the perspectives of customers, adopts the use of questionnaires derived from Study 1. Of the 2060 questionnaires retrieved, 1120 valid questionnaires were obtained. Data were subjected to data triangulation, followed by a discussion and the proposal of managerial implications.

The Case Studies of Using HR Practices for Improving SQ from Various Service Typologies

“…In addition, Li et al (2009) proposed that perceived risks influence the level of competencies needed by service personnel. Based on three different levels of perceived risk, this chapter selected a department store, a chain of hair-salons, and an ophthalmologist clinic that all offer excellent SQ to describe how HR practices can improve SQ, and the differences in HR practices among these industries.…”

“…Li et al (2009) argued that the competency of service personnel is divided into three important elements: knowledge and technical skills, social skills and service attitude.…”

“…At this time, service personnel possess the communicative abilities of listening and expressing themselves, which lead to sound interaction with customers, the understanding of the customers' needs and an explanation of ideas (Arthur & Bennett, 1995). Social skills are defined in this way: service personnel, well-oriented to their tasks, may use linguistic communicative competencies on customers to help solve individual demands, explain the service process or answer questions, and maintain a good relationship with their customers (Li et al,2009). …”

“…Service attitude is defined as the internal passion for a job. In the process of providing services, personnel use words of concern or facial expressions, a smile and other such non-linguistic expressions to serve customers with an affective attitude (Li et al,2009). …”

Vertical integration in production and services: development in transaction cost economics

“…However, once the theory exists and becomes the patrimony of the entire scientific community, these additions are an important means of enriching the theory, más allá del uso tradicional de la misma (Li et al, 2009;Un et al, 2009;Palmer et al, 2010) o de otros conceptos próximos a la TCE (Safón, 2009;Warren et al, 2009).…”