Abstract
It is very important to improve the quality of service encounter in interactive marketing to take place among customers and employees who are the elements of the service triangle. The purpose of this study is to analyze employees' business skills quantitatively and grasp with the characteristics of the relations of their skills of the employee in the service for improving the quality. We measured many skills from 3 viewpoints “motivation", “knowledge", “negotiation" of employees by self-evaluation and others evaluation. Further, we analyzed the business skill network as a service and extracted hub variables using Bayesian network. Therefore, we suggest the key points in employees' business activities of the service encounter.
