Analysis of competency differences among frontline employees from various service typologies: integrating the perspectives of the organisation and customers

This article classifies service into six typologies based on perceived risks and degree of customisation. From the literature, appropriate industries are selected for carrying out two studies. In the first study, interviews and observations were used to collect organisational perspective data needed for sorting out competency differences between frontline employees belonging to various service typologies. The second study, done from the perspectives of customers, adopts the use of questionnaires derived from Study 1. Of the 2060 questionnaires retrieved, 1120 valid questionnaires were obtained. Data were subjected to data triangulation, followed by a discussion and the proposal of managerial implications.