Knowledge transfer mechanism between front - and back - offices in the launch stage of new service development

Li Jinghua; Ma Xin

Science Research Management ›› 2014, Vol. 35 ›› Issue (3) : 43-50.

Li Jinghua, Ma Xin

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Abstract

In recent years, with the development and maturity of China's financial service market, small and medium-sized commercial banks increasingly play unique roles in providing a wide range of financial services to small and medium-sized enterprises. To better develop new products, knowledge transfer activities between front- and back- offices have become increasingly active. In this paper, we adopted an integrated research method with multiple cases, and carried out an inductive cross-case analysis on the mechanism of knowledge transfer between front- and back- offices in small and medium-sized commercial banks in the launch stage of new service development. Loan products provided by two small and medium-sized banks in Zhejiang Province were selected as research objects, the model "Activities in Launch Stage-Knowledge Transfer between Front- and Back- Offices-Performance in New Service Development" was constructed, and the moderating effects of organizational culture and trust in relationships were verified. The conclusion is: in the context of innovation in such knowledge-intensive service sector as small and medium-sized banks, the willingness of knowledge transfer (absorption) is the leading factor to the success of knowledge transfer in new service development. This conclusion made in the launch stage of new service development shows that the study of new service development has gone beyond the traditional domain of service marketing and needs to be reexamined.

Key words

new service development / knowledge transfer / front- and back- offices / launch stage / small and medium-sized bank / multi-case study

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Li Jinghua, Ma Xin. Knowledge transfer mechanism between front - and back - offices in the launch stage of new service development[J]. Science Research Management. 2014, 35(3): 43-50

References

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