Model essential of skills for the positions to attention to the client in supermarkets
Keywords:
personal skills, supermarkets, customer satisfaction, human resources managementAbstract
This research aims to develop a model of personal core competencies for customer positions in supermarkets, which consists in the development of analysis and job descriptions for those that are directly related to customers. Similarly, it was developed and validated a questionnaire, which was aplied to five supermarket customers to know what personal core competencies influence the
attention, orientation, and the customer satisfaction in these establishments. The methodology used was under the mixed aproach,
in a qualitative methodological context where it was first considered a depth structured interview in which analysis and job descriptions that are directly related to the client were developed, then a validated statistical tool was developed through experts judgment, with which the quantitative part is detailed, and finally presented as data for testing the hypothesis faced.
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