Evaluating Challenges and Competence for Employees in a Chain Providing Corrective Actions to Customers with Mobile Terminals

Abstract

This* article* investigates* challenges* that* are* encountered* by* employees* working* in* a* chain* that* handles* customer* issues* in* mobile* phones.* For* a* firm* to* get* a* competitive* advantage*over*competitors,*customer*issues*should*be*handled*timely*and*efficiently.* To*achieve*this*goal,*the*employee*working*in*the*chain,*among*other*things,*must*have* adequate*competence,*education*and*knowledge.*This*work*attempts,*through*the*use* of*a*survey*questionnaire,*to*analyze*competences*and*challenges*that*are*encountered* by* the* employees* working* in* the* chain* that* resolves* customer* issues.* Ordinal* logistic* regression* and* item* analysis* are* used* for* the* analysis* in* this* article.* The* analysis* results* show* that* there* is* a* statistical* difference* in* competences* in* difference* service* levels*within*the*service*chain.*The*result*of*this*work*clearly*affects*management*since* it*requires*that*they*implement*regular*training*of*the*products*they*are*handling*for* all*levels*in*the*different*stages*of*the*service*chain.**