Does knowledge collecting and donating enhance a bank's salesperson performance?

IF 4.5 3区管理学 Q1 BUSINESS Business Process Management Journal Pub Date : 2023-11-17 DOI:10.1108/bpmj-08-2023-0603

Halimin Herjanto, Muslim Amin, Cut Erika Fatimah

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Abstract

Purpose

This study investigates the role of knowledge collecting and donating in enhancing relationship proneness and intimacy and improving a bank's salesperson satisfaction and performance.

Design/methodology/approach

Using the snowball technique, 315 online questionnaires were collected from commercial banks. A total of 300 useable questionnaires were included for further analysis.

Findings

The findings demonstrated that knowledge collecting affects relationship proneness and salesperson performance, while knowledge donating affects relationship proneness but not satisfaction. The results also suggested that relationship proneness is responsible for salesperson intimacy. Furthermore, intimacy was found to affect salesperson performance and satisfaction. Finally, salesperson satisfaction was found to affect salesperson performance positively.

Practical implications

The findings help bankers understand and utilize the power of their knowledge management in improving their sales performance and developing suitable training and strategies to strengthen salesperson intimacy.

Originality/value

This study incorporated knowledge management, relationship proneness and intimacy to enhance a better understanding of how these indicators will affect the salesperson's satisfaction and performance.

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收集和捐赠知识是否能提高银行销售人员的绩效?

目的探讨知识收集和知识捐赠在增进关系倾向和亲密度、提高银行营业员满意度和绩效中的作用。设计/方法/方法采用滚雪球法，从商业银行收集315份在线问卷。共有300份可用的问卷被纳入进一步分析。研究结果表明，知识收集影响销售人员的关系倾向和销售人员的绩效，而知识捐赠影响销售人员的关系倾向，但不影响销售人员的满意度。结果还表明，关系倾向对销售人员的亲密关系负责。此外，亲密关系还会影响销售人员的绩效和满意度。最后，发现销售员满意度对销售员绩效有正向影响。实际意义研究结果有助于银行家理解和利用知识管理的力量来提高销售业绩，并制定合适的培训和策略来加强销售人员的亲密关系。原创性/价值本研究结合了知识管理、关系倾向和亲密度，以更好地了解这些指标如何影响销售人员的满意度和绩效。

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来源期刊

Business Process Management Journal Multiple-

CiteScore

8.60

自引率

9.80%

发文量

期刊介绍： Business processes are a fundamental building block of organizational success. Even though effectively managing business process is a key activity for business prosperity, there remain considerable gaps in understanding how to drive efficiency through a process approach. Building a clear and deep understanding of the range process, how they function, and how to manage them is the major challenge facing modern business. Business Process Management Journal (BPMJ) examines how a variety of business processes intrinsic to organizational efficiency and effectiveness are integrated and managed for competitive success. BPMJ builds a deep appreciation of how to manage business processes effectively by disseminating best practice. Coverage includes: BPM in eBusiness, eCommerce and eGovernment Web-based enterprise application integration eBPM, ERP, CRM, ASP & SCM Knowledge management and learning organization Methodologies, techniques and tools of business process modeling, analysis and design Techniques of moving from one-shot business process re-engineering to continuous improvement Best practices in BPM Performance management Tools and techniques of change management BPM case studies.