Impact of Employee Skills on Service PerformanceJournal: International Journal of Science and Research (IJSR) (Vol.7, No. 12)
Publication Date: 2018-12-05
Authors : Hisham Makki Hanafi; Siddig Balal Ibrahim;
Page : 587-598
Keywords : Employee competencies; Employee Skills; Service performance and Customer experience;
This paper has a purpose to reveal the results of investigation about the impact of employee skills on service performance. This paper is a part of PhD. thesis (Impact of Employee Competencies on Service Performance) ; the original work has examined skills, attitude and knowledge as the key employee competencies that affect service performance. The study is a descriptive, cross-sectional; a quantitative method has been used and self-completion questionnaire developed by the researcher, using convenient sampling technique has been distributed to the customers of Sudanese telecommunication companies (Khartoum State was study area), to test the relationship between employee competencies and service performance from the standpoint of customers based on customer experience. The findings reveal that employee competencies have a direct impact on the service performance and customer experience and it is significant, and that customer experience has a direct impact on service performance, findings also reveal that customer experience has a mediating effect although it is not significant. skills have a significant positive and direct impact on service performance. The role of customer experience as a mediator between employee competencies and service performance is not significant. Employee skills are vital for better performance in service business. Managers need to pay more attention for employee skills to ensure successful service performance. Previous studies have used employee self-reports or manager reports of employee competencies, both of which have major weaknesses when used to predict customer outcomes. This research investigates employee competencies from the customer standpoint. We adopted a customer perspective of employee competencies and used customer experience to predict the customer outcomes.
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