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

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  • Jui-Min Li
  • Jen-Shou Yang
  • Hsin-Hsi Wu

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.

Suggested Citation

  • Jui-Min Li & Jen-Shou Yang & Hsin-Hsi Wu, 2007. "Analysis of competency differences among frontline employees from various service typologies: integrating the perspectives of the organisation and customers," The Service Industries Journal, Taylor & Francis Journals, vol. 29(12), pages 1763-1778, February.
    • Handle: RePEc:taf:servic:v:29:y:2007:i:12:p:1763-1778
    DOI: 10.1080/02642060902793664
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    References listed on IDEAS

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    1. Michael Siegrist & Heinz Gutscher & Timothy C. Earle, 2005. "Perception of risk: the influence of general trust, and general confidence," Journal of Risk Research, Taylor & Francis Journals, vol. 8(2), pages 145-156, March.
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    3. Lawrence F. Cunningham & Clifford E. Young & Moonkyu Lee, 2005. "Customer perceptions of service dimensions: American and Asian perspectives," The Service Industries Journal, Taylor & Francis Journals, vol. 25(1), pages 43-59, January.
    4. Peter, J Paul & Tarpey, Lawrence X, Sr, 1975. "A Comparative Analysis of Three Consumer Decision Strategies," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 2(1), pages 29-37, June.
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