Service Management Strategy Based On The Competence Of The Quality Of Service: Matching People And Organizations

This study concerned with the relationship between the competencies of service people in work settings and service quality, and attempted to find a relatively comprehensive competency model. In this study, we examined the relationship between the competency dimensions and service quality, which includes customer experienced quality and the quality within the organization. There are three stages in this study. The first stage was a review of related literature from previous study. After the review, we proposed a rough competency model and its connection with service quality. In the second stage, we performed a behavioral event interview with the service people in order to analyze the critical service competence in work settings. We found that knowledge, skill, commitment, personality and value are the key factors in service competency model. We also revised the study structure after interview. In the third stage, in order to find the relationship between service competencies and service quality quantitatively, 345 service people and 172 related customers were surveyed through questionnaires. The results of survey indicated that:(1) Service competency model consists of 5 dimensions: knowledge, service skill, commitment, personality and value. Each dimension has its own sub-dimensions.(2) Service competency has a close relationship with service quality and it can predict service people's performance in future.(3) Person-organization fit has a significant influence on the job performance of service people, which in the end will affect the customer experience quality. P-O fit has an interactive with service competencies.(4) The customer relationship also affects the customer experience quality. Its interaction effect with service competencies has an impact to the customer experienced quality.Meanwhile, different position of service people has big difference in above mentioned service model We also found that service quality between customers and service people within the service organization has a strong relationship..Based on results from the survey, we propose some suggestions on how to improve service quality from the view of human resource management.