Title :
The extent and depth of e-commerce employees´ professional knowledge in service industry
Author :
Chou, Chun-Mei ; Shen, Chien-Hua ; Lee, Yu-Je ; Hsiao, Hsi-Chi ; Chen, Su-Chang ; Chang, Jen-Chia
Author_Institution :
Inst. of Vocational & Technol. Educ., Nat. Yunlin Univ. of Sci.&Technol., Douliou
Abstract :
The study aims to explore the extent and depth of electronic commerce employees´ professional knowledge in the service industry. To achieve this goal, the study uses interviews and panel discussions to confirm employees´ professional knowledge. In addition, the study utilizes transformation of knowledge and ability to select representative knowledge items and to confirm the professional knowledge structure of low-level employees, midlevel leaders, and managers through mental mapping. Employees in electronic commerce times should have these five categories, totaling 95 items, such as essential professional knowledge item; that is, commerce flow, cash flow, information flow, service flow and transportation flow, in order to cultivate employees´ abilities of e-commerce effectively. Core professional knowledge of electronic commerce employees should total 2 items including customer service technique and customer satisfaction plan.
Keywords :
customer satisfaction; customer services; electronic commerce; personnel; professional aspects; service industries; customer satisfaction; customer service technique; e-commerce employees; electronic commerce; professional knowledge; service industry; Business; Educational institutions; Educational technology; Electronic commerce; Financial management; Industrial economics; Inventory management; Macroeconomics; Management training; Technology management; commerce modernization; electronic commerce; professional knowledge;
Conference_Titel :
Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4244-2012-4
Electronic_ISBN :
978-1-4244-2013-1
DOI :
10.1109/SOLI.2008.4686540