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

Service Industries Journal

Volumn 29, Issue 12, 2009, Pages 1763-1778

  Li, Jui Min ^a   Yang, Jen Shou ^b   Wu, Hsin Hsi ^b,c  

^a CENTRAL TAIWAN UNIVERSITY OF SCIENCE AND TECHNOLOGY   (Taiwan)

^b NATIONAL YUNLIN UNIVERSITY OF SCIENCE AND TECHNOLOGY   (Taiwan)

^c President of New Shine Eye Clinic   (Taiwan)

Author keywords

Competency; Customisation; Frontline employee; Human resource; Knowledge; Perceived risk; Service attitude; Service typologies; Social skill; Technical skill

Indexed keywords

BEST MANAGEMENT PRACTICE; COMPETITIVENESS; CORPORATE STRATEGY; KNOWLEDGE; QUESTIONNAIRE SURVEY; RISK PERCEPTION; SERVICE SECTOR; TECHNICAL EFFICIENCY; TYPOLOGY;

EID: 70449115984     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642060902793664     Document Type: Article

References (38)

1. Arthur, W.J., & Bennett, W.J. (1995). The international assignee: The relative importance of factors perceived to contribute to success. Personnel Psychology, 48(1), 99-114.
2. Bowen, J. (1990). Development of a taxonomy of services to gain strategic marketing insights. Journal of the Academy of Marketing Science, 18(1), 43-49.
3. Bowen, D.E., & Jones, G.R. (1986). Transaction cost analysis of service organisation- customer exchange. Academy of Management Review, 11(2), 428-441.
4. Burgoyne, J.G. (1993). The competence movement: Issues, stakeholders and prospects. Personnel Review, 22(6), 6-13.
5. Campbell, S. (2005). Determining overall risk. Journal of Risk Research, 8(7/8), 569-581.
6. Chase, R.B. (1978). Where does the consumer fit in a service operation? Harvard Business Review, 56(6),137-142.
7. Coase, R.H. (1937). The nature of the firm. Economica, 4(16), 386-405.
8. Cox, D., & Rich, S.U. (1964). Perceived risk and consumer decision-making - the case of the telephone shopping. Journal of Marketing Research, 1(4), 32-39.
9. Cuieford, J.P. (1965). Fundamental statistics in psychology and education (4th ed.). New York: McGraw Hill.
10. Cunningham, L.F., Young, C., & Lee, M. (2005). Customer perceptions of service dimensions: American and Asian perspectives. Service Industries Journal, 25(1), 43-59.
11. Davis, D.L., Guiltinan, J.P., & Jones, W.H. (1979). Service characteristics, consumer search, and the classification of retail services. Journal of Retailing, 55(3), 3-23.
12. Dunn, M.G., Murphy, P.E., & Skelly, G.U. (1986). Research note: The influence of perceived risk on brand preference for supermarket products. Journal of Retailing, 62(2), 204-216.
13. Friedman, H.S., Riggio, R.E., & Casella, D.F. (1988). Nonverbal skill, personal charisma, and initial attraction. Personality and Social Psychology Bulletin, 14(1), 203-211.
14. Gatewood, R.D., & Field, H.S. (2001). Human resource selection (5th ed.). New York: Harcout.
15. Goffman, E. (1959). The presentation of self in everyday life. New York: Doubleday Anchor.
16. Hays, R.D. (1971). Ascribed behavioural determinants of success failure among U.S. expatriate managers. Journal of International Business Studies, 2(1), 40-46.
17. Hill, T.P. (1977). On goods and services. Review of Income and Wealth, 23(4), 315-338.
18. Hostage, G.M. (1975). Quality control in a service business. Harvard Business Review, 53(4), 98-106.
19. Judd, R.C. (1964). The case for redefining services. Journal of Marketing, 28(1), 58-59.
20. Kaplan, L.B., Szybillo, G.J., & Jacoby, J. (1974). Components perceived risk in product purchase: A cross-validation. Journal of Applied Psychology, 59(3), 287-291.
21. Lovelock, C.H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, 47(2), 9-20.
22. McFarland, L.A., Yun, G., Harold, C.M., Viera, L. Jr., & Moore, L.G. (2005). An examination of impression management use and effectiveness across assessment centre exercises: The role of competency demands. Personnel Psychology, 58(4), 949-980.
23. Mitchell, V.W., & Greatorex, M. (1993). Risk perception and reduction in the purchase of consumer services. The Service Industries Journal, 13(4), 179-200.
24. Murray, K.B., & Schlacter, J.L. (1990). The impact of services versus goods on consumers' assess-ment of perceived risk and variability. Journal of the Academy of Marketing Science, 18(1), 51-65.
25. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
26. Patterson, P.G., & Cicic, M. (1995). A typology of service firms in international markets: An empirical investigation. Journal of International Marketing, 3(4), 57-83.
27. Peter, J.P., & Tarpey, L.X. (1975). A comparative analysis of three consumer decision strategies. Journal of Consumer Research, 2(1), 29-37.
28. Regan, W.J. (1963). The service revolution. Journal of Marketing, 47(7), 57-62.
29. Roselius, R. (1971). Consumer rankings of risk reduction methods. Journal of Marketing, 35(1), 56-61.
30. Ruben, B.D., & Kealey, D.J. (1979). Behavioural assessment of communication competency and the prediction of cross cultural adaptation. International Journal of Intercultural Relations, 3(1), 15-47.
31. Schmenner, R.W. (1986). How can service businesses survive and prosper? Sloan Management Review, 27(3), 21-32.
32. Sheth, J.N., Newman, B.I., & Gross, B.L. (1991). Consumption values and market choices: Theory and applications. Cincinnati, OH: Southwestern Publishing.
33. Shoda, Y., Mischel, W., & Wright, J. (1993). Links between personality judgements and contextualized behaviour patterns: Situation-behaviour profiles of personality prototypes. Social Cognition, 11(4), 399-429.
34. Shostack, G.L. (1977). Breaking free from product marketing. Journal of Marketing, 41(2), 73-80.
35. Siegrist, M., Gutscher, H., & Earle, T.C. (2005). Perception of risk: The influence of general trust, and general confidence. Journal of Risk Research, 8(2), 145-156.
36. Spencer, J., & Spencer, S.M. (1993). Competence at work: Models for superior performance. New York: Wiley.
37. Stout, S. (1993). Managing training. London: Kogan Page.
38. Thomas, D.R. (1978). Strategy is different in service businesses. Harvard Business Review, 56(4), 158-165.