当前位置: X-MOL 学术Decis. Sci. › 论文详情
Our official English website, www.x-mol.net, welcomes your feedback! (Note: you will need to create a separate account there.)
Drivers and Performance Implications of Frontline Employees’ Social Capital Development and Maintenance: The Role of Online Social Networks*
Decision Sciences ( IF 4.147 ) Pub Date : 2020-09-14 , DOI: 10.1111/deci.12489
Raj Agnihotri 1 , Sudha Mani 2 , Nawar N. Chaker 3 , Patricia J. Daugherty 4 , Prabakar Kothandaraman 5
Affiliation  

Building upon social capital theory, we identify different attributes of frontline employee (FLE) social capital and outline how the use of online social networks (OSNs) can enable social capital development and social capital maintenance. We examine key boundary conditions of time management skills, perceived innovation climate, and customer perceived FLE responsiveness. Use of multi-informant data from FLEs working in B2B sales/service roles, their customers, and managers enabled a comprehensive analysis that accounts for the endogenous nature of the predictor variables. We find the use of OSNs relates to social capital development and maintenance. Time management skills strengthen links between OSNs and both forms of social capital. However, perceived innovation climate plays a moderating role only in the social capital development process. Unique pathways connecting social capital development to customer loyalty with the firm and social capital maintenance to FLE sales performance were noted.

中文翻译:

一线员工社会资本开发和维护的驱动因素和绩效影响:在线社交网络的作用*

基于社会资本理论,我们确定了一线员工 (FLE) 社会资本的不同属性,并概述了在线社交网络 (OSN) 的使用如何促进社会资本发展和社会资本维护。我们研究了时间管理技能、感知创新氛围和客户感知 FLE 响应能力的关键边界条件。使用来自从事 B2B 销售/服务角色的 FLE、他们的客户和经理的多信息数据,可以进行全面的分析,从而解释预测变量的内生性。我们发现 OSN 的使用与社会资本的开发和维护有关。时间管理技能加强了 OSN 和两种形式的社会资本之间的联系。然而,感知创新环境仅在社会资本发展过程中起调节作用。
更新日期:2020-09-14
down
wechat
bug