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In general, software development work environments involve many different tasks and have high demands on efficiency and quality of performance at both individual and team levels, which depend on the competencies of employees. However, the literature does not provide satisfactory evidence as for the characteristics and competencies of individuals. Especially, the employers’ expectations of new graduates have not been investigated in detail for different work environments. The purpose of this paper is to examine employers’ expectancies regarding technical, personal and educational competencies among IT-graduated employees to provide a comparison between individual and team work settings.

A survey approach was used for this purpose, and the research model was tested using multiple regression.

The results revealed that significant diversity exists in individual and team work settings regarding employers’ expectations for new graduates’ competencies in terms of adapting to new software development methods and approaches, using time effectively and experience gained in undergraduate projects.

The results of this study will yield insight to computer-related departments in curriculum development by providing a comparison between the varying competencies required in individual and team work settings from the employer’s perspective. In the long run, the aim is to meet employers’ demands of the new graduates’ competencies, resulting in better individual and team performances in information technology companies, thereby leading to successful software development.

This monograph reports on the strategic and operational roles of learning and development (L&D) professionals in Irish, UK European and US organisations including multinational corporations, small to medium enterprises, the public sector and not for profit organisations. This paper aims to investigate the contextual factors influencing L&D roles in organisations, the strategic and operational roles that L&D professionals play in organisations, the competencies and career trajectories of L&D professionals, the perceptions of multiple internal stakeholders of the effectiveness of L&D roles and the relationships between context, L&D roles, competencies/expertise and perceived organisational effectiveness.

The study findings are based on the use of multiple methods. The authors gathered data from executives, senior managers, line managers, employee and L&D professionals using multiple methods: a survey (n = 440), Delphi study (n = 125) and semi-structured interviews (n = 30).

The analysis revealed that L&D professionals increasingly respond to a multiplicity of external and internal contextual influences and internal stakeholders perceived the effectiveness of L&D professionals differently with significant gaps in perceptions of what L&D contributes to organisational effectiveness. L&D professionals perform both strategic and operational roles in organisations and they progress through four career levels. Each L&D role and career level requires a distinct and unique set of foundational competencies and L&D expertise. The authors found that different contextual predictors were important in explaining the perceived effectiveness of L&D roles and the importance attached to different foundational competencies and areas of L&D expertise.

This is one of the few studies to have investigated the L&D professional role in organisations from the perspective of multiple stakeholders using multiple research methods.

Casting employers as customers, the purpose of this paper is to investigate the association between expectations, perceptions and disconfirmation beliefs with the satisfaction of employers regarding the competencies possessed by fresh engineering graduates hired by such employers in the Indian context.

Using data collected from 284 employers, the authors have hypothesized and examined a partial mediation model in which disconfirmation beliefs mediate the relationships between expectations and perceptions, and employer satisfaction. Furthermore, the authors have tested if this mediated relationship is moderated by the age and sex of respondents representing employers.

Results indicate that employers’ satisfaction can be explained from the framework of the expectancy-disconfirmation theory. Employers’ expectations and perceptions are established to be associated with employers’ satisfaction with new hires, and positive disconfirmation mediates these relationships. Results also indicate that age moderates the effect of predictor variables employers’ expectations and employers’ perception on the mediator disconfirmation. Sex, however, did not moderate any relationship.

The results demonstrate the usefulness of the expectancy-disconfirmation theory for studying employer satisfaction with competencies of recent engineering graduates in India. Findings are relevant to multiple stakeholders including employers hiring engineering graduates, engineers and technical institutions.

Expectancy-disconfirmation theory has been successfully applied to measure customer satisfaction in consumer behaviour research, while satisfaction of employers has been studied in the field of organizational behaviour. The paper stands out in the literature as one of its major implications is to extend the expectancy-disconfirmation theory to predict employers’ satisfaction.

The education and training of construction graduates are highly influenced by the higher education institutions which produced them and the relevant professional bodies, which set the competencies that guide both academic and industrial learning. Thus, it is important to ascertain what the key stakeholders perceive construction graduates should achieve in competencies. Construction is a practice-oriented collection of professions, thus, this research focussed on the quantity surveying (QS) profession that is responsible for cost control and management of construction projects, and accredited by the Royal Institution of Chartered Surveyors. The purpose of this paper is to identify and analyse the expected level of competencies attained by QS graduates, assess the industry perception of the achievement of competencies by QS graduates, and the ranking of competencies in the order of perceived importance.

The study adopted three different data gathering phases to include literature review, expert forum, and two surveys – industry and academia.

The research revealed unrealistically high expectations by the construction industry of QS graduates achieving a high level of competency in ten mandatory, seven core, and seven optional competencies. The research found that there were significant levels of dissatisfaction with the expected level of achievement of mandatory, core, and optional competencies by the QS graduates. Thus, a perception gap was identified between the academia and the industry.

This research will provide a benchmarking tool for curricula alignment for the construction degree programmes in higher education.

The identification of the exact nature of industry competencies requirements and any variations will assist the construction graduates to connect more effectively to the industry. These research findings confirm the need for continued expansion of curricula and diversification of pedagogies.

The purpose of the paper is to present the performance management process and the core competency frameworks of six Canadian public libraries. The core competencies that characterize the qualities for superior performance of library staff are described, as well as the way in which competencies are used throughout the performance management process and other related human resource functions.

A survey of 59 public libraries serving populations greater than 50,000 was undertaken. A total of six libraries reported using core competency frameworks for performance management purposes. Managers responsible for human resource functions were interviewed about the process of developing the competencies and the ways in which the competencies are used in their library systems.

The core competencies identified by the six public libraries are communication skills, interpersonal skills, customer service, analytical skills, accountability, adaptability, technological competence, planning and organizing skills, knowledge of the organization, creativity/innovation and leadership. Employees are evaluated against the core competencies in the performance appraisal process. Unsatisfactory performance in any competency requires an action plan to improve the necessary knowledge and skills.

The number of libraries which have implemented core competencies for performance management is very limited. Future research should examine whether competency‐based performance management has achieved the aim of improving performance.

The paper provides a useful overview of the concept of performance management and summarizes the strengths and weaknesses of competency‐based performance management.

The paper presents an overview of competency‐based performance management as implemented in six Canadian public libraries. The core competencies that characterize the qualities required for superior performance of library staff are described.

This paper sets out to report on research that investigated hospitality managers' expectations of graduate skills and compared those expectations with student perceptions of what hospitality managers value.

The research adopted a generic skills framework and data were collected through a sample survey of 850 Australian hospitality managers and 211 undergraduate hospitality management students.

Managers rated skills associated with interpersonal, problem solving, and self‐management skill domains as most important while students appeared to have realistic perceptions of the skills that managers value when recruiting hospitality graduates. The most substantial areas of disagreement came in those skills associated with the conceptual and analytical domain. Industry managers tended to discount the skills in this domain relative to students.

The sample of managers used in this study were predominantly of Australian nationality and, in an increasingly global hospitality labor market, there may be some benefit in repeating this study with managers from different cultural backgrounds.

A number of strategies are proposed in the paper for bridging the expectation gaps and ensuring better learning outcomes for students and industry stakeholders.

In adopting the generic skills framework this research presents an alternative to previous studies that have used a management competencies framework. As such, it is of more immediate value to those responsible for designing undergraduate hospitality management curriculum who need to ensure that programs meet academic standards as well as industry and student expectations regarding the skill sets needed in the workplace.

Employees’ emotional competencies (EEC) are skills, based on emotional intelligence, used to perceive, understand and regulate customer emotions during a service encounter. In the context of service recovery, these skills are especially important and allow employees to influence consumers’ attitude and behaviours. The purpose of this study is to assess the direct and indirect impacts of EEC in post-recovery satisfaction, trust, word-of-mouth and repurchase intention, considering the moderating role of service (level of employee-customer contact) types.

A total of 355 customers who experienced a service failure and subsequent recovery were surveyed using a self-administered questionnaire. EEC was specified as a formative construct, determined by its perceiving, understanding and regulating dimensions. To measure EEC and its impact on selected outcomes, PLS-SEM was used. A multi-group analysis was performed to analyse the moderating role of service type.

Results confirm EEC as a formative construct, with a positive direct impact on post-recovery satisfaction, particularly in high-contact customized services. Findings also reveal the mediating role of satisfaction on selected outcomes, and the significant direct impact of EEC on trust, even when controlling for satisfaction.

EEC remains unexplored in the service recovery literature, and most research fails to understand how EEC role may vary given contextual differences. This study adopts a consumer perspective of EEC in the emotionally charged situation of service recovery, considering the moderating role of service type. The authors further contribute to both literature streams while examining the impact of EEC on post-recovery evaluations. Companies should consider these findings in the recruitment and training of front-line employees to develop better service recovery strategies.

The aim of this paper is to identify the competency expectations for property professionals in Australia. It further discusses differences in competency expectations between property professionals who have different professional backgrounds, such as valuers or non-valuers, and property professionals who work in different sectors or different-sized companies and who have differing amounts of experience. The competencies identified in this paper include knowledge areas, skills and attributes.

This paper presents the research findings of a questionnaire survey sent to Australian Property Institute members, which aimed to gather Australian property professionals' views on the knowledge, skills and attributes required to perform their roles effectively. The percentage of the respondents who provided different choices of given answers for each of the 31 knowledge areas, 20 skills and 21 attributes was identified and discussed. The professional backgrounds of the respondents were also identified to see whether these impact on competency expectations for property professionals. Content analysis was used to analyse written comments collected in the questionnaire.

The most important categories of knowledge, skill and attribute for Australian property professionals are valuation, effective written communication and practical experience, respectively. The least important are international real estate, second language and creativity. Knowledge of rural valuation is very important in Australia, although this has not been mentioned in previous studies. Professional backgrounds have a large influence on Australian property professionals' views on knowledge requirements, but less so on skills and attributes.

The findings of this paper can be used as guidance for property professionals in their professional development plan. In addition, property course providers can use the research findings of this paper to inform their curriculum development and redesign.

This project is the first to identify the comprehensive competency expectations of property professionals as a whole in Australia. At the same time, it identifies differences in the competency expectations of property professionals who have different professional backgrounds. Similar types of study have been conducted in the UK, the USA, Hong Kong and New Zealand but not yet in Australia. An understanding of the knowledge, skills and attributes required for property professionals is important for continuing professional development, curriculum development and the redesign of relevant property courses in order to maintain performance and competitiveness in the property sector.

The purpose of this paper is to examine the expectations, perceptions and role understanding of academic staff using a model of academic competencies (i.e. time management, learning skills, technology proficiency, self-monitoring and research skills).

Semi-structured interviews were conducted with ten members of academic staff at a German university. Participants’ responses to the open-ended questions were coded inductively, while responses concerning the proposed model of academic competencies were coded deductively using a priori categories.

Participating academic staff expected first-year students to be most competent in time management and in learning skills; they perceived students’ technology proficiency to be rather high but their research skills as low. Interviews indicated a mismatch between academic staff expectations and perceptions.

These findings may enable universities to provide support services for first-year students to help them to adjust to the demands of higher education. They may also serve as a platform to discuss how academic staff can support students to develop the required academic competencies, as well as a broader conversation about higher education pedagogy and competency assessment.

Little research has investigated the perspectives of academic staff concerning the academic competencies they expect of first-year students. Understanding their perspectives is crucial for improving the quality of institutions; their input into the design of effective support services is essential, as is a constructive dialogue to identify strategies to enhance student retention.

The purpose of this paper is to inform the preparation of HRD professionals by providing an empirical analysis of the knowledge, skills, and responsibilities employers expect in the workplace.

This study reports a qualitative content analysis of online HRD job postings.

Results of this content analysis indicated that the most recent employer expectations for HRD practitioners as reflected in HRD-related job postings for knowledge and responsibilities were instructional design, training delivery, learning management systems, and learning technologies. The outcomes reinforced that employers specifically expect education technology-based knowledge and skills.

The job postings included in the study were all collected from one source, the Association for Talent Development job site.

Educational programs can use these findings to inform curricular decisions related to knowledge and skills to be taught and practiced during the preparation of L&D practitioners and HRD professionals.

This paper analyzes online HRD job postings to understand what knowledge and skills employers expected from L&D practitioners and HRD professionals.