Analyzing the architectural model of competence of workers in the tourism industry.

Since employee-customer relationship guarantees success in tourism (a service industry), it is all the more important to hire and retain skilled and experienced employees. This study aimed to determine the components and dimensions of employee competency architecture in Tehran-based travel agencies using meta-synthesis. This is a qualitative method based on systematic library research to gain a deep insight into the phenomenon in several coding stages. When searching and selecting suitable texts, the statistical population was defined and refined based on the initial input criteria. Next, the Critical Appraisal Skills Program (CASP) with 10 quality criteria was used for qualitative evaluation of studies, which were scored on a 1-5 scale. Studies with a total score of 21 and above were qualitatively approved while the rest were excluded. Based on their semantic similarity, the 53 subcategories were identified and categorized into 8 core categories, including management competency, cognitive competency, individual and personality competency, knowledge competency, business insight competency, communicative competency, executive competency, and professional competency.