服务业一线员工服务-销售二元性行为研究——来自中国银行业的证据
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引用本文:王国才1,吕 淼1,王希凤2.服务业一线员工服务-销售二元性行为研究——来自中国银行业的证据[J].湖南大学学报社会科学版,2021,(2):78-85
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王国才1,吕 淼1,王希凤2 (1.南京大学 商学院江苏 南京 210093 2.南京工业大学 经济与管理学院江苏 南京 210009) 
中文摘要:基于知识管理理论、顾客需求知识和共创知识对员工服务-销售二元性行为的直接影响,以及情境变量(顾客参与和工作边界弹性)作为调节变量起到了调节作用,本研究以我国银行业188名一线员工作为样本,提出了假设,实证结果表明:顾客需求知识和共创知识均与员工服务-销售二元性行为之间存在正向关系;顾客参与和工作边界弹性在两种知识与员工服务-销售二元性行为之间均存在显著的正向调节作用。其结论为服务型企业开发一线员工的服务-销售潜力提供了一定的理论和实践指导。
中文关键词:服务-销售二元性  顾客需求知识  共创知识
 
Research on Employees’ Service-Sales Ambidextrous Behavior Based on Knowledge Management Perspective——Evidence from Frontline Employees of Banks
Abstract:Based on the perspective of knowledge management, this paper probes into the service-sales ambidextrous behavior of front-line employees, and studies the direct influence of customer need knowledge and co-creation knowledge on it, as well as the moderating effect of customer engagement and job boundary flexibility. Using the questionnaire from the bank's front-line employees, our empirical analysis reaches the following conclusion. Customer need knowledge and co-creation knowledge both have significantly positive impact on service-sales ambidextrous behavior; customer participation and job boundary flexibility positively moderates the relationship between the two different knowledge and service-sales ambidextrous behavior.
keywords:service-sales ambidextrous  customer need knowledge  co-creation knowledge
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