电信行业战略客户经理胜任力模型研究

Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. Pub Date : 2005-06-13 DOI:10.1109/ICSSSM.2005.1500227

Hong Chen

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引用次数: 0

摘要

本文将胜任力特征定义为“一种潜在的、持久的个体行为特征，它将普通绩效与优秀绩效区分开来，以保证客户经理胜任力和外在行为的维度”。在此基础上，探讨了电信行业战略客户经理胜任力特征的概念模型。采用多层次多维度设计(阈值特征、匹配特征、发展特征)，建立立体的实体胜任力特征模型;并利用结构方程模型，以江苏移动公司战略客户经理为样本进行实证研究，对提出的概念模型进行检验。

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The research of strategic client manager competence model of telecommunication industry

This paper defines the competence characteristics as "a latent and lasting individual behavioral characteristics that separate the ordinary performer with the outstanding ones to ensure the dimensions of competence and outward behavior of client managers". Based on this, it explores the competence characteristics conceptual model of strategic client managers of telecommunication industry. It adopts the multi-order layered dimensional design (threshold characteristics, matching characteristics, development characteristics) and establishes a three-dimensional solid competence characteristics model; moreover, using the structural equation model, it conducts an empirical research to the samples of strategic client managers of Jiangsu Mobile Company and tests the proposed conceptual model.

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Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005.

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