摘要：Orientation: The role of experience in the development of managers’ social competencies has been analysed in this research. Research purpose: The primary purpose of this study was to develop an understanding of the process through which experience contributed towards the development of service-oriented managers’ social competencies. Motivation for the study: Understanding the contribution of experiences to the development of competencies may have important implications for the selection and development of managers within service industries. Research design, approach and method: Following a multiple case study design, face-to-face interviews with service-oriented managers were held, based on the critical incident technique. Data were analysed using the open coding procedures of grounded theory. Main findings: Experience was found to contribute to the development of service-oriented managers’ social competencies, through a process that established an awareness of unfamiliar social competencies, or a reinforcement of the effects of familiar effective social competencies. Practical/managerial implications: The proposed process, the Social Competency Cache Development (SCCD) Process, is the practical outcome of the research which offers a tool to facilitate the development of social competencies through conscious leveraging of an individual’s experiences. Contribution/value add: The SCCD Process is recommended as a new avenue to leverage and thereby develop social competencies.
关键词：Hospitality industry;social competencies;management development;individual development;skills development and training;active learning
