便利商店門市服務人員職能模式之研究

Exploring the service force competency model for chain convenience stores

經濟的快速成長與國民生活水準的提高，促使國人的生活形態有了劇烈的改變，連鎖便利商店四處林立，密度之高已居全球之冠，導致國內對於連鎖便利商店門市服務人員的需求更為殷切；連鎖便利商店業者更期望其所招募的員工具備零售銷售人員所需之知識、技能及工作態度，以便能有效地因應多元化與複雜化的商業環境。為了辨識連鎖便利商店門市服務人員所須具備的職能模式，本研究藉由文獻回顧、職能訪談與專家會議，將產官學界意見彙整後發展出連鎖便利商店門市服務人員之職能模式的6項主要職責及44項行為指標。主要職責分別為銷售商品與服務顧客、收銀櫃台作業、執行門市促銷計畫、處理商品作業、清潔與操作各式器具設備、維護環境清潔等六項；工作行為指標則依此六項主要職責對應展開，共計44項。本研究進一步將此44項工作行為指標，依工作之重要性與複雜性，標示於行為指標矩陣，藉以協助企業瞭解訓練資源投入的重點與訓練的先後順序。另外，透過本研究所建構的職能模式的行為指標來對員工實施評鑑，將有助於連鎖便利商店服務人員的遴選、培訓與薪資之調整。

The speed of economic growth and the increase in people’s quality of life have dramatically changed people’s life style. Chain convenience stores are present everywhere in Taiwan and their density has been ranked first in the world. The needs of chain convenience store clerks are increasing daily. Employers have higher expectations on these clerks, who possess excellent professional knowledge, various skills and great attitude to effectively cope with the diversified and complicated business environment. To identify a competency model for chain convenience stores clerks, this paper employed a literature review, competency interview and expert panels to combine the views of industry and academia. Six main duties and forty-four work behavior indicators were developed for chain convenience store clerks. The six main duties include (1) sales of goods and services to customers; (2) cashier counter operations; (3) the implementation of promotions; (4) processing of goods operations; (5) cleaning and operation of various types of equipment; and (6) clean store environment. The work behavior indicators were developed based on these six main duties and include forty-four items. This paper further marks these forty-four indicators on the behavioral indicator matrix in accordance with the importance and complexity of the work to help enterprises understand the focus for training resources and training priorities. The proposed model is very useful for enterprises to recruit staff, provide effective training and salary adjustments for evaluating store staff performance.