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An Empirical Study on the Relationship of Bank Account Manager’s Social Capital, Knowledge Transfer and Service Innovation Behavior

Author: SongZuoZuo
Tutor: LiYanPing
School: Wuhan University
Course: Business management
Keywords: bank account manager individual social capital knowledge transfer service innovation behavior individual knowledge absorptive capability
CLC: F832.33
Type: PhD thesis
Year: 2013
Downloads: 210
Quote: 0
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Abstract


Financial innovation is the objective choice of China Banking financial institutions to adapt to new financial environment needs and fierce competition in the market. However for the China Banking future development of financial innovation, more emphasis still remains in the management of institutional innovation, product technology innovation on technological level, and business innovation, the financial services innovation activities are less mentioned.The study selected330valid samples of13commercial banks,25branches (or savings) from China’s10large and medium-sized cities of four regions. The research using social capital theory, the theory of knowledge management and service innovation theory as the theoretical basis, integrated used literature review, questionnaire, interview and mathematical statistics analysis and other methods, such as Mathematical Statistics tool (SPSS18.0and AMOS17.0), discussed the mechanism of how does individual social capital of bank account manager affect service innovation behavior, verified the intermediary role of knowledge transfer between client manager’s individual social capital and service innovation behavior, as well as the regulatory role of the individual knowledge absorptive capacity between individual social capital and knowledge transfer. This study focuses on the following three questions:(1) the development and revision of the variable measurement scales. The study draws on the relevant literatures on the basis of reference, according to their own characteristics and requirements of small sample survey data results of individual social capital and individual knowledge absorptive capability scales amended, and developed and revised three-dimensional measurement of the knowledge transfer and service innovation behavior of three-dimensional scale. The scale of individual social capital includes:the social dimension-relational dimension-the cognitive dimension; service innovation behavior includes:"the ideological the innovation dimensions behavioral innovations dimension-interactive innovation dimension.(2) to reveal mechanism of how the bank account manager’s individual social capital affect on the service innovation behavior. In this paper, by introducing knowledge transfer as the intermediary variable to reveal the mechanism of how the bank account manager’s individual social capital affect on the service innovation behavior, the study has filled the blank of this field of research. Through this mechanism, the study tried to give positive recommendations and countermeasures to bank personnel management and service management.(3) Propose the countermeasures on the improvement of bank account manager’s service innovation behavior. According to the results of the theory and empirical research of the study, combined with the basic situation of the domestic banking industry, the study tries to propose the countermeasures on service innovation behavior and specification bank account manager policies from the following aspects: develop the financial services sector’s service innovation policy, strengthen the training and development of bank account manager, as well as the enhancement of overall individual quality of the bank account manager.Through the above-mentioned study, the main draw the following conclusions:(1) all variable measurement scales have high reliability and validity. The study draws on the relevant literatures on the basis of reference, according to their own characteristics and requirements of small sample survey data results of individual social capital and individual knowledge absorptive capability scales amended, and developed and revised three-dimensional measurement of the knowledge transfer and service innovation behavior of three-dimensional scale. After a small sample research as well as the inspection of large sample research each variable dimension is divided to meet the requirements, the measurement scale of each variable has high reliability.(2) The impact of individual social capital of the bank account manager for service innovation behavior was achieved based on knowledge transfer as intermediary. This study examined the relationship between the bank account manager’s individual social capital and knowledge transfer, knowledge transfer and service innovation behavior, knowledge transfer’s intermediary role in the relationship between individual social capital and service innovation behavior. Knowledge acquisition played an intermediary role in the affection process of the three dimensions of social capital on service innovation behavior in three dimensions; knowledge-sharing played an intermediary role in the relationship between relational dimension and interactive innovation dimension; knowledge integration played an intermediary role in the affection of the social dimension and cognitive dimension on the three dimensions of service innovation behavior.(3) Individual knowledge absorptive capability of the bank account manager has a positive regulating effect on the relationship between individual social capital and knowledge transfer. The research results show that the individual knowledge absorptive capacity has a positive regulating effect on the relationship between social dimension of individual social capital and knowledge acquisition, social dimensions and knowledge integration, relational dimension and knowledge acquisition, the cognitive dimension and knowledge acquisition, cognitive dimension and knowledge integration; individual knowledge absorptive capability relational dimension does not have a significant regulatory role in the relationship between relational dimension of individual social capital and knowledge sharing, cognitive dimensions and knowledge sharing.Based on the above empirical findings, the financial services sector, especially the banking sector can ascertain the importance of financial services innovation management policies and systems formulation, the education and training on the bank account manager service innovation philosophy, as well as the enhancement of overall individual quality of the bank account manager. These three aspects are the main factors for the financial services industry to improve their level of service, thus increasing organizational effectiveness to provide meaningful theoretical guidance and policy recommendations.

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CLC: > Economic > Fiscal, monetary > Finance, banking > China's financial,banking > Financial organizations, banks > Commercial banks ( specialized banks )
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