TY  - CHAP
AB  - This paper describes a modelling process the objective of which was to make the highly abstract concept of core competence practical. The aim is to identify competences through the use of a service-process model by analyzing what they reflect – the service quality. Core competence is defined, and a conceptual model is presented. Competences are classified on three levels in a corporate setting and the connections drawn to service quality. Empirical evidence is provided by a case in the health-care sector in which competences are identified through the use of the service-process model in high-performance, professional services. The service-process model in surgical medical services is presented. Critical elements in the service-quality experience are identified and core competences are identified based on service quality as a reflection of them and their management.
VL  - 7
SN  - 978-1-84950-320-4, 978-0-76231-168-2/0749-6826
DO  - 10.1016/S0749-6826(04)07006-4
UR  - https://doi.org/10.1016/S0749-6826(04)07006-4
AU  - Orava Markus
AU  - Brännback Malin
ED  - Ron Sanchez
ED  - Aime Heene
PY  - 2005
Y1  - 2005/01/01
TI  - IDENTIFYING COMPETENCES USING A SERVICE-PROCESS MODEL IN QUALITY MANAGEMENT: EMPIRICAL EVIDENCE FROM MEDICAL SERVICES
T2  - Competence Perspective on Managing Internal Process
T3  - Advances in Applied Business Strategy
PB  - Emerald Group Publishing Limited
SP  - 111
EP  - 128
Y2  - 2024/04/19
ER  -