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The Construction of Competency Model of Bank Operator

Author: ZuoGuoJun
Tutor: ZhuYongXin
School: Suzhou University
Course: Applied Psychology
Keywords: Competency Model Bank call center Call waiter Job
CLC: F832.2;F224
Type: Master's thesis
Year: 2010
Downloads: 138
Quote: 0
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Abstract


Competency is a management concept was proposed in the 1970s by Professor McClelland from the competent management, psychology and other fields since the birth of the concept of feature a wide range of research and application . , Call attendant has become a \, call attendant , so build a bank call attendant competency model has a strong practical and theoretical significance . This study is based on a bank of the Suzhou call waiter for the study, research methods including literature review, structured interviews, focus group interviews and survey method . The results show that : (1) bank call attendant competency model contains nine aspects : Warmth , Boldness , perseverance , sophisticated , communication skills , customer service capabilities , emotional management skills, learning ability , digital sensitivity ; Warmth , Boldness , perseverance , sophisticated belong to the scope of personality traits . (2 ) the preparation of communication skills evaluation questionnaires , customer service evaluation questionnaire , emotional management capacity assessment questionnaire , learning ability evaluation questionnaire \good reliability and validity. (3) demographic variables in each competency differences ; Subsequently , the use of the binary logic Si Dike regression analysis ( Binary Logistic ) investigate the competency model predictive power for high performance , the results show that the competency model higher predictive power . (4) Based on call waiter build competency model , design operational bank call attendant recruitment system, and improve the value of the competency model .

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CLC: > Economic > Economic planning and management > Economic calculation, economic and mathematical methods > Economic and mathematical methods
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