The Competency Management Mechanism Of Modern Service Industry

From 1980's, the world economy changed from "Industry Economy" to "Service Industry Economy". At such background, developing the "service industry economy" became an emergency.The core character of service industry is offering the "service" as its product. The specialitys of the service product, such as "produce and consume at the same time", "the communication between the customer and employee", lead the uncertainty of service quality. So the key point to control the service quality is the employee. To develop the competency of companies and employees, this thesis put the competency management which is mainly focus on the management of employees' competency and very suit for service industry into the service industry and designed the competency mechanism of modern service industry, at the same time, pointed out that the competency development organization is the best organization form for service enterprises.To find out the competency of the modern service industry employees, the author delivered a bulk of questionnaires to the hotel employees as examples, and used the SPSS to analyze the results of the questionnaires, then got the factors of the competency of the hospitality employee and also some important discoveries.At the end of the thesis, the author made a final conclusion and pointed out the insufficient of this research and the future research direction.