【作者】 王富晓；

【导师】 王怀明；

【作者基本信息】 山东大学 ， 企业管理， 2007， 硕士

【摘要】 移动通信行业是通信领域中最活跃的力量，在移动通信市场上，客户的需求将会变得更加多样化，更加个性化。而移动通信行业的客户经理是连接运营商与客户的重要纽带和桥梁，他们个人能力的高低和服务质量水平在很大程度上影响着客户对运营商的满意度和忠诚度。胜任特征是20世纪70年代初期兴起于美国的一个管理概念。它用来表述个体在某个岗位或职位取得优秀绩效的潜在特征。本研究选取了我国移动通信行业客户经理为研究对象进行了实证性的探索研究，采用问卷调查法探讨了中国文化背景下移动通信行业客户经理的胜任特征。从理论与实证相结合的角度，探讨了移动通信客户经理要取得优秀的业绩需要具备哪些胜任特征，初步建立了移动通信行业客户经理胜任特征模型，构建了移动通信行业基于胜任特征的人力资源管理体系，并探讨了人口学变量对移动通信行业客户经理胜任特征各维度的影响。通过文献查阅、行为事件访谈、专家小组讨论、参与咨询公司项目等多种途径收集预试调查问卷项目，编制预试调查问卷。对预试调查问卷及结果进行定性及定量分析，对问卷进行进一步修订，编制成正式调查问卷。整个调查过程中，选取了山东移动济南分公司和青岛分公司近500名客户经理，统计数据的信度与效度运用SPSS软件进行了全面检验。研究结果表明，移动通信行业客户经理的胜任特征包括以下六个方面：客户服务导向能力，营销能力，沟通能力，细节导向能力，学习能力，人脉关系能力。依据研究结果，初步构建了客户经理胜任特征模型，并构建了移动通信行业基于胜任特征的人力资源管理体系，可供应用者和研究者参考。通过对性别、学历、籍贯和从事客户经理的时间等人口学变量的分析发现：女性客户经理在客户服务导向和细节导向方面要优于男性，更加能够懂得“设身处地为他人着想”和“注重工作细节”；随着学历水平的提升，高学历的客户经理可能接受到的关于学习能力、营销能力方面的训练更多一些，并且人脉关系更加广泛，在工作过程中对自己的帮助比较大；客户经理的籍贯对人脉关系能力影响作用非常强大，从而也在很大程度上影响着自己的工作；随着从业时间的增加，客户经理为客户着想、体现客户服务导向的能力会变得越来越强。该研究结果可为移动客户经理的招聘与选拔、培训与开发、绩效管理及职业生涯管理等人力资源工作提供参考和依据。更多还原

【Abstract】 Mobile telecommunication is the most active power in telecom industry. In this market, the requirement of customers becomes more various and more individual.As customer managers, who connect the customers with the telecom operating companies, will strongly influence the customers’ satisfactory and loyalty through their competence and their service quality.Competency research began in the early 1970’s in U.S.A. Most of researchers agree that competencies are enduring traits or characteristics that help determine excellent job performance. This research employs questionnaire method to explore the competencies of customer managers in mobile telecom industry of China empirically and builds up a competency model including critical competencies, the definitions and behavioral performance. Besides,this research builds up a human resources management system based on the model in mobile telecom industry of China.The self-constructed competency behavioral questionnaire is employed to investigate the competency structure of customer managers competency model in mobile telecom industry. Through investigating nearly 500 respondents of Jinan and Qingdao company of China Mobile Group Shandong Co.,Ltd. Six competencies are identified which are customer service oriented, marketing skills, communication abilities, details oriented, learning abilities and social relations. According to the results and findings, this paper lists the customer managers competencies for the reference to the HR practitioners and researchers. Analyzing those population variables, we find that women pay more attention to customer service and details; with the increase of education, salesmen are better at learning and marketing skills,and have a broader social relations; the place of birth also influence the social relations;managers with long working time can serve customers better bacause of their high competency in customer service oriented. The results and findings in this research are helpful to customer managers of mobile telecom industry including recruitment and selection, training and development, performance management and career development planning.更多还原