Promoting intrapreneurial behavior in banking: the role of high-performance work systems, knowledge management processes, and supervisor support

Abstract

Intrapreneurship is one of the keys to survival and competitiveness for service companies in knowledge-intensive sectors such as banking. This paper analyzes the role of high-performance work systems, knowledge management processes, and supervisor support in promoting intrapreneurial behavior. The results indicate that the relationship of high-performance work systems and intrapreneurial behavior is positive and significant. However, this relationship is mediated by knowledge management processes. Supervisor support moderates the relationships between high-performance work systems and intrapreneurial behavior and between high-performance work systems and knowledge management processes. However, this moderating effect is contrary to the expected effect for the second of these relationships. These findings offer guidance for practitioners to promote intrapreneurship in service sectors, where human-related service innovations, which are central to intrapreneurship, strongly affect customer satisfaction.