银行客户经理社会资本、知识转移及其服务创新行为研究

发布时间：2018-04-04 07:14

本文选题：银行客户经理　切入点：个体社会资本　出处：《武汉大学》2013年博士论文

【摘要】：金融创新是中国银行业金融机构适应新的金融需求环境和激烈市场竞争的客观选择,但对于中国银行业未来的金融创新发展,更多观点却仍然强调管理制度上的创新、技术层面的产品技术创新、以及业务创新上,对于金融服务创新行为的内容却极少被提及。本次研究以中国四个地区的10个大中城市的13家商业银行的25个支行(或储蓄所)的330个有效样本为研究样本,以社会资本理论、知识管理理论及服务创新理论为理论基础,综合运用了文献研究、问卷调查、深度访谈和数理统计分析等研究方法,采用SPSS18.0及AMOS17.0等数理统计工具,讨论了银行客户经理个体社会资本对其服务创新行为的作用机制,验证了知识转移在客户经理个体社会资本与服务创新行为之间的中介作用,以及个体知识吸收能力对客户经理个体社会资本与知识转移间的调节作用。本文深入研究了以下三个问题：(1)开发与修订了变量的测量量表。研究在借鉴了国内外相关文献的基础上,根据自身研究特点和要求,参考小样本测试数据结果对个体社会资本和个体知识吸收能力的量表进行了修正,并开发修订了知识转移的三维度量表和服务创新行为的三维度量表。其中个体社会资本的量表包括：“社会维度—关系维度—认知维度”三个维度；服务创新行为包括：“思想创新维度—行为创新维度—互动创新维度”三个维度。(2)揭示了银行客户经理个体社会资本对其服务创新行为的作用机制。本文通过引入知识转移这一中介变量,揭示了银行客户经理个体社会资本对其服务创新行为的作用机制,填补了这一研究领域的空白。同时通过对这一作用机制的研究,为银行客户经理人事管理、服务管理等方面提供了积极的建议对策。(3)提出提高银行客户经理服务创新行为的对策。根据本研究的理论及实证研究的结果,结合国内银行业的基本情况,从制定金融服务业服务创新政策、加强银行客户经理的培训与开发、以及银行客户经理个体综合素质的提升等方面,对提高银行客户经理服务创新行为,规范银行客户经理制度提出了对策建议。通过上述研究工作,本研究主要得出如下结论：(1)修正和开发的所有变量测量量表都具有较高的信度和效度。本研究在借鉴了国内外相关文献的基础上,根据自身研究特点和要求,参考小样本调查数据结果对个体社会资本和个体知识吸收能力的量表进行了修正,并开发修订了知识转移的三维度量表和服务创新行为的三维度量表。经过小样本调研以及大样本调研的检验,各变量的维度划分符合要求,各变量的测量量表均具有较高的可靠性。(2)银行客户经理个体社会资本对服务创新行为的影响是以知识转移为中介实现的。本研究检验了银行客户经理个体社会资本对知识转移的影响、知识转移对服务创新行为的影响、知识转移的中介作用对个体社会资本与服务创新行为关系的影响。知识获取在社会资本三个维度作用于服务创新行为三个维度的过程中起到了中介作用；知识共享在关系维度作用于互动创新维度的过程中起到了中介作用；在其他几条作用路径中没有起到中介作用；知识整合在社会维度、认知维度作用于服务创新行为三个维度的过程中起到了中介作用；在其他几条作用路径中没有起到中介作用。(3)银行客户经理的个体知识吸收能力对个体社会资本与知识转移之间的关系具有正向调节作用。研究结果表明,个体知识吸收能力对个体社会资本的社会维度与知识获取、个体社会资本的社会维度与知识整合、关系维度与知识获取、认知维度与知识获取、认知维度与知识整合之间的关系有显著的调节作用；个体知识吸收能力对个体社会资本的关系维度与知识共享、认知维度与知识共享之间的关系没有显著的调节作用。上述实证研究结论使得金融服务业,尤其是银行业能够明确如何从金融服务创新管理政策及制度的制定、银行客户经理服务创新理念的教育和培训、以及银行客户经理自身素质的培养与提高几个层面来提升银行客户经理的服务创新行为水平,从而为金融服务行业改善其服务水平,进而增加组织效益提供有意义的理论指导与政策建议。
[Abstract]:Financial innovation is the objective choice of Chinese banking financial institutions to adapt to the new financial demand environment and the fierce market competition, but for the future development of financial innovation China banking industry, but still more point of emphasis on innovation management system, product technology, technical innovation, and business innovation, the innovation behavior of financial services is rarely mentioned.
In this study, the 25 branch of the 13 commercial banks in 10 large and medium-sized city in four districts of the China (or savings) 330 samples as the research sample, using social capital theory, knowledge management theory and service innovation theory, the integrated use of the literature research, questionnaire survey, depth research methods interview and statistical analysis, using SPSS18.0 and AMOS17.0 and other statistical tools, to discuss the role of bank customer manager of individual social capital on the service innovation behavior, verified the mediating role of knowledge transfer between the client manager of individual social capital and service innovation behavior, and individual knowledge absorptive capacity regulating function of the individual customer manager social capital and knowledge transfer. This paper studies the following three questions: (1) the development and revision of the measurement variables. In reference to the domestic and foreign related research On the basis of the literature, according to their own characteristics and requirements, refer to the small sample test data results are corrected for individual social capital and individual knowledge absorptive capacity and development scale, revised the knowledge transfer of 3D measurement and service innovation behavior table table. The 3D measurement of individual social capital scale includes: three dimensions of the social dimensions of relationship between dimensions of cognitive dimensions "; including service innovation behavior:" three dimensions of innovative thinking dimensions of innovation behavior dimensions - interactive innovation dimension ". (2) reveals the mechanism of the bank customer manager of individual social capital to the service innovation behavior. By introducing the knowledge transfer as an intermediary variable and reveal the mechanism of the bank customer manager of individual social capital on the service innovation behavior, to fill the gaps in this field of research. At the same time, through the analysis of the mechanism For the study, for the bank customer manager of personnel management, service management and provides suggestions and countermeasures actively. (3) put forward countermeasures to improve the bank manager of customer service innovation behavior. According to the theory and the research results of the basic situation, combined with the domestic banking industry, from the development of service innovation policy financial services. Strengthen the training and development of the bank account manager, and manager of individual bank customers to enhance the comprehensive quality, to improve the bank manager of customer service innovation behavior, standard bank customer manager system and puts forward some countermeasures and suggestions.
Through the above research work, the main conclusions are as follows: (1) have higher all variables measurement scale revised and developed. The reliability and validity of this research based on the related literature at home and abroad, according to their own characteristics and requirements, refer to small sample survey results are modified to the individual society capital and individual knowledge absorptive capacity and development scale, revised the knowledge transfer and service innovation behavior table three dimensional measurement of three dimensional measurement of table. After a small sample survey and inspection of large sample survey, dimensions of each variable in accordance with the requirements, measurement scale variables have high reliability. (2) effect customer manager of individual social capital of bank service innovation behavior is the intermediary of knowledge transfer. This study examines the effect of bank customer manager of individual social capital on knowledge transfer, Influence on service innovation behavior of knowledge transfer, knowledge transfer effect of mediating effect on the relationship between individual social capital and service innovation behavior. The process of knowledge acquisition in the three dimensions of social capital in three dimensions of service innovation behavior has played an intermediary role in the process; knowledge sharing in relation to the dimension dimension of interactive innovation plays the intermediary role; the intermediary role not in several other paths; knowledge integration in the process of social dimension, cognitive dimension effect on service innovation behavior of the three dimensions has played an intermediary role in the intermediary role; not in a few other paths. (3) the individual knowledge bank customer manager's absorptive capacity has a positive moderating effect on the relationship between individual social capital and knowledge transfer. The results show that the absorption ability of individual intellectual capital on individual social The social dimension and individual knowledge acquisition, social dimension of social capital and knowledge integration, the relationship between dimension and cognitive dimension of knowledge acquisition, knowledge acquisition, knowledge integration and the relationship between cognitive dimensions have significant moderating effect; individual knowledge absorptive capacity of individual social capital dimensions and knowledge sharing, the relationship between cognitive dimension and knowledge sharing has no significant effect.
The empirical results that the financial services industry, especially the banking industry can clear how from the development of financial service innovation management policy and system, the bank customer service manager for innovative education and training, service innovation behavior level to promote the bank customer manager training and customer manager's quality and improve the level, so as to improve the the level of service for the financial services industry, theoretical guidance and policy suggestions to increase organizational effectiveness to provide meaningful.

【学位授予单位】：武汉大学
【学位级别】：博士
【学位授予年份】：2013
【分类号】：F832.33

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