商业银行个人业务客户经理胜任力模型研究

本文研究了国内商业银行的个人业务客户经理胜任力模型(Competency Model),利用团体焦点访谈法、关键行为事件访谈法,对国内6省市商业银行进行访谈调研,形成问卷,并对9省市商业银行进行调研,得到有效问卷914份.通过多元统计分析方法和胜任特征评价法,对客户经理胜任力模型进行了深入研究,运用探索性因素分析和验证性因素分析,得出商业银行个人业务客户经理胜任力结构模型,由28个胜任特征因素构成六大类胜任力模块:风险掌控、资讯把握、咨询建议、服务延伸、冲突管理、效率提升.

Competence Model for Customer Manager of Individual Business in Commercial Banks

This paper discusses competence model for customer managers in domestic commercial banks. Through corporate focus interview and key behavioral event interview, commercial banks in six provinces and municipalities are surveyed and a questionnaire is prepared and distributed to commercial banks in nine provinces and municipalities with 914 effective questionnaires collected. Then, in-depth study is made on the competence model with multivariate analytical method and competence evaluation method. By using explorative factor analysis and testifying factor analysis, a competence structural model is obtained that is composed of six competence modules featuring 28 factors: risk control, information access, consultation, service extension, conflict management and efficiency enhancement.