| 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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| 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 |
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| Research on Employees’ Service-Sales Ambidextrous Behavior Based on Knowledge Management Perspective——Evidence from Frontline Employees of Banks |
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| 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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