Assessment of HR competencies in housing and communal utility services taking into account consumer perception

There is the obvious scarcity of theoretical and practical research on human resources competencies assessment and, in particular, on establishing the specific competencies of employees that affect the speed and efficiency of providing services in the sphere of housing and communal utilities. The st...

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Autores principales:	Dobrosavljević A., Urošević S., Astratova G.V.
Formato:	article
Lenguaje:	RU
Publicado:	Ural State University of Economics 2019
Materias:	HOUSING AND COMMUNAL UTILITY SERVICES HUMAN RESOURCES COMPETENCIES SPECIFIC COMPETENCIES SERVICE PROVISION CONSUMER PERCEPTION COMPETENCY ASSESSMENTS Business HF5001-6182 Finance HG1-9999
Acceso en línea:	https://doaj.org/article/8f4ff3dbc3d846049170534a2e6cc449
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spelling	oai:doaj.org-article:8f4ff3dbc3d846049170534a2e6cc4492021-12-02T07:49:24ZAssessment of HR competencies in housing and communal utility services taking into account consumer perception10.29141/2218-5003-2019-10-1-72218-5003https://doaj.org/article/8f4ff3dbc3d846049170534a2e6cc4492019-03-01T00:00:00Zhttp://upravlenets.usue.ru/images/77/7.pdfhttps://doaj.org/toc/2218-5003There is the obvious scarcity of theoretical and practical research on human resources competencies assessment and, in particular, on establishing the specific competencies of employees that affect the speed and efficiency of providing services in the sphere of housing and communal utilities. The study aims to identify specific competencies of employees that have impact on delivery of value added services and customer satisfaction. The research methodology is based on an extended interpretation of Feingold’s list of competencies in relation to the housing and communal utility sector. The survey conducted helps reveal the specific competencies of human resources that exert a significant impact on the speed and efficiency of providing services in this sphere. The questionnaires were processed using the SPSS software package. The analysis of descriptive statistics allows us to calculate the mean value of the respondents’ answers and to determine the most significant competencies. The experience of Serbia indicates that employees of the housing and utilities sector pay special attention to tariff policy, service quality, availability of useful information and open communication with consumers. This helps identify and prioritize staff competencies in the field of problem solving, flexibility, communication, efficiency, use of ICT, adaptive learning, etc. The avenue for future research is the examination of the ways to develop employees’ competencies within organizations for providing housing and communal utility services.Dobrosavljević A.Urošević S.Astratova G.V.Ural State University of EconomicsarticleHOUSING AND COMMUNAL UTILITY SERVICESHUMAN RESOURCES COMPETENCIESSPECIFIC COMPETENCIESSERVICE PROVISIONCONSUMER PERCEPTIONCOMPETENCY ASSESSMENTSBusinessHF5001-6182FinanceHG1-9999RUУправленец, Vol 10, Iss 1, Pp 72-77 (2019)
institution	DOAJ
collection	DOAJ
language	RU
topic	HOUSING AND COMMUNAL UTILITY SERVICES HUMAN RESOURCES COMPETENCIES SPECIFIC COMPETENCIES SERVICE PROVISION CONSUMER PERCEPTION COMPETENCY ASSESSMENTS Business HF5001-6182 Finance HG1-9999
spellingShingle	HOUSING AND COMMUNAL UTILITY SERVICES HUMAN RESOURCES COMPETENCIES SPECIFIC COMPETENCIES SERVICE PROVISION CONSUMER PERCEPTION COMPETENCY ASSESSMENTS Business HF5001-6182 Finance HG1-9999 Dobrosavljević A. Urošević S. Astratova G.V. Assessment of HR competencies in housing and communal utility services taking into account consumer perception
description	There is the obvious scarcity of theoretical and practical research on human resources competencies assessment and, in particular, on establishing the specific competencies of employees that affect the speed and efficiency of providing services in the sphere of housing and communal utilities. The study aims to identify specific competencies of employees that have impact on delivery of value added services and customer satisfaction. The research methodology is based on an extended interpretation of Feingold’s list of competencies in relation to the housing and communal utility sector. The survey conducted helps reveal the specific competencies of human resources that exert a significant impact on the speed and efficiency of providing services in this sphere. The questionnaires were processed using the SPSS software package. The analysis of descriptive statistics allows us to calculate the mean value of the respondents’ answers and to determine the most significant competencies. The experience of Serbia indicates that employees of the housing and utilities sector pay special attention to tariff policy, service quality, availability of useful information and open communication with consumers. This helps identify and prioritize staff competencies in the field of problem solving, flexibility, communication, efficiency, use of ICT, adaptive learning, etc. The avenue for future research is the examination of the ways to develop employees’ competencies within organizations for providing housing and communal utility services.
format	article
author	Dobrosavljević A. Urošević S. Astratova G.V.
author_facet	Dobrosavljević A. Urošević S. Astratova G.V.
author_sort	Dobrosavljević A.
title	Assessment of HR competencies in housing and communal utility services taking into account consumer perception
title_short	Assessment of HR competencies in housing and communal utility services taking into account consumer perception
title_full	Assessment of HR competencies in housing and communal utility services taking into account consumer perception
title_fullStr	Assessment of HR competencies in housing and communal utility services taking into account consumer perception
title_full_unstemmed	Assessment of HR competencies in housing and communal utility services taking into account consumer perception
title_sort	assessment of hr competencies in housing and communal utility services taking into account consumer perception
publisher	Ural State University of Economics
publishDate	2019
url	https://doaj.org/article/8f4ff3dbc3d846049170534a2e6cc449
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Assessment of HR competencies in housing and communal utility services taking into account consumer perception

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