Exploring the professional competency of the sales persons in chain bookstores-based on the customer-valued and work-flow views

• Main Authors: Liang Min-Chuan, 梁敏全
• Other Authors: Yang Chun-Chi
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/12037328781054624457

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.