| Summary: | 碩士 === 輔仁大學 === 管理學研究所 === 92 === Since the time when McClelland proposed the concept of competency initially in 1970, there have been numerous scholars engaging in the relevant researches. However, almost every research is focusing on the professional competency for tasking and most development methods of professional competency are centered onto the foundation of employee behaviors and work performance to create the models of professional competency. However, it lacks the discussion onto 2 aspects of more practical customer values and work process within the business operation. Thus, this research is meant to focus on the experimental subjects of store staffs and investigate the professional competency of store staff in view of customer values and work process so that we can reach below research purposes:
1.to confirm the customer vales of chain bookstore
2.to develop the work process for the store staffs of chain
bookstores in view of the customer values.
3.to identify the professional competence of the store staffs
of chain bookstores
The research is adopted with the descriptive statistic, confidence analysis, and variable analysis to investigate the variance correlation between customer values of chain bookstore and professional competence of store staff with the findings briefed as below:
1.The Customer Values of Bookstore are: ample and versatile
books, cozy reading space, polite reception attitude, the
professional competence of store staff and rapid information
transmission, totally 5 major items.
2.The important valuable work process of store staff includes
purchase process, sales process, customer comment and claim
treatment, promotion process and customer order process,
totally 5 steps.
3.To reach the satisfying customer values corresponding to
store operation process, the professional competence
required by store staffs constitute customer service
inclination, aggressive service attitude, technically
professional knowledge and information pursuit, totally 4
items.
Finally, this research is proposed with the recommendations submitted to the business fields for the applicable affairs of human resource management for reference.
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