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A Professional Competency Development of Service Oriented Industry Based SIA-NRM Approach

Authors:
Chia-Li Lin
Yen-Yen Chen

Keywords: Service-oriented industry, Professional competence, Working attitude, SIA (satisfaction-importance analysis), NRM(Network Relation Map)

Abstract:
The development of service-oriented industries rely on not only the investment of equipments but also the large number of high-quality service personnel. Therefore, competition among service-oriented enterprises has gradually changed from facilities and store decoration investments to personnel training and education. This study attempts to analyze the competency need state for different job attributes in terms of "professional competence" and "working attitude" from the perspective of competency development and talent cultivation. This study also explores the relationship between the "professional competence" and "working attitude" for the practitioners in service-oriented industry. This study summarizes the two competency development aspects of “professional competence" and "working attitude" by literature review and expert interview and propose the competency development system of for service-oriented industry. This study also explores the competency development state for hospitality and service-oriented industry, and analyzes the competency development needs for different kind of staffs. The network relation map (NRM) was determined by the DEMATEL technique, respectively. This study proposes the concepts of professional competence and working attitude to evaluate the competency development needs and use the satisfaction-importance analysis (SIA) technique to determine the competency development state for service-oriented industry. Besides, the study also analyzes the influence relation structure of competency development aspect based on the network relation map (NRM) technique. We hope that this research findings can aid decision makers understand competency development needs of different job attributes based on "professional competence" and "working attitude" for service-oriented industry. Therefore the study also propose the improvement strategies of competency development through the SIA-NRM (Network Relation Map), and aid decision maker to strengthen practitioners competency competitiveness by competency development and education and training.

Pages: 13 to 15

Copyright: Copyright (c) IARIA, 2017

Publication date: July 23, 2017

Published in: conference

ISSN: 2308-4065

ISBN: 978-1-61208-576-0

Location: Nice, France

Dates: from July 23, 2017 to July 27, 2017