| ACKNOWLEDGEMENTS | 第4-5页 |
| ABSTRACT | 第5-6页 |
| 摘要 | 第7-9页 |
| LIST OF ABBREVIATIONS | 第9-18页 |
| Chapter 1 Preface | 第18-28页 |
| 1.1 Background & significance of research | 第18-24页 |
| 1.1.1 Background of topic | 第18-23页 |
| 1.1.2 Purpose & significance of research | 第23-24页 |
| 1.2 Methods & frame of research | 第24-25页 |
| 1.2.1 Research methods | 第24-25页 |
| 1.2.2 Research frame | 第25页 |
| 1.3 Technical route & research innovation | 第25-28页 |
| 1.3.1 Technical route | 第25-26页 |
| 1.3.2 Research innovation | 第26-28页 |
| Chapter 2 Literature Review | 第28-44页 |
| 2.1 Recruitment research | 第28-29页 |
| 2.2 Research of competency and competency model | 第29-41页 |
| 2.2.1 Concept of competency | 第29-31页 |
| 2.2.2 Current status of competency research | 第31-35页 |
| 2.2.3 Recognition of competency features | 第35-37页 |
| 2.2.4 Establishment of competency model | 第37-41页 |
| 2.3 Research of recruitment based on competency model | 第41-44页 |
| Chapter 3 Current Recruiting Status of Customer Service Agents in S Company | 第44-54页 |
| 3.1 Brief introduction of S company | 第44-46页 |
| 3.2 Current status of customer service agents in S company | 第46-47页 |
| 3.3 Recruiting problems for customer service agents in S company and analysis of Causes | 第47-54页 |
| Chapter 4 Building up S Company's Competency Recruitment Model for College Graduates | 第54-68页 |
| 4.1 S competency establishment approach for S company ACSA | 第54-55页 |
| 4.2 The competency model construction process of S company | 第55-62页 |
| 4.2.1 General competency analysis via related jobs | 第55-57页 |
| 4.2.2 Putting job description into analyse competency | 第57-61页 |
| 4.2.3 BEI interview on high performance employees | 第61-62页 |
| 4.3 Establishing a competency model for frontline in S company | 第62-68页 |
| Chapter 5 Optimization and Application of S Company ACSA Recruitment System | 第68-88页 |
| 5.1 Optimization of the recruitment system for S company ACSA staff | 第68-72页 |
| 5.2 Optimization of Recruitment Process for ACSAs of S Company | 第72-82页 |
| 5.3 Evaluation of recruitment effectiveness based on competency model | 第82-88页 |
| Chapter 6 ACSA Recruitment Implementation Guarantee and Training Measures | 第88-102页 |
| 6.1 The mechanism guarantee for recruitment implementation of ACSA | 第88-90页 |
| 6.2 Cultural and environmental protection of the ACSA recruitment system | 第90-91页 |
| 6.3 Resource allocation support of the ACSA recruitment system of S company | 第91-92页 |
| 6.4 Training strategy of competency model for ACSA | 第92-102页 |
| Chapter 7 Conclusion and Prospects | 第102-105页 |
| 7.1 Research and conclusion | 第102-103页 |
| 7.2 Insufficiency and prospect | 第103-105页 |
| Appendix 1 Review outline of customer service agent competency | 第105-107页 |
| Appendix 2 Part of the interview recording text | 第107-109页 |
| Appendix 3 Work behaviour questionnaire | 第109-113页 |
| Bibliography | 第113-114页 |
