A KNOWLEDGE TRANSFER PERSPECTIVE ON FRONT/BACK-OFFICE STRUCTURE AND NEW SERVICE DEVELOPMENT PERFORMANCE: AN EMPIRICAL STUDY OF RETAIL BANKING IN CHINA

Abstract

Aim/Purpose The purpose of this study is to investigate the mechanism of the front/back-office structure affecting new service development (NSD) performance and examine the role of knowledge transfer in the relationship between front/back-office structure and NSD. Background The separation of front and back-office has become the prevailing trend of the organizational transformation of modern service enterprises in the digital era. Yet, the influence of front and back-office separation dealing with new service development has not been widely researched. Methodology Building on the internal social capital perspective, a multivariate regression analysis was conducted to investigate the impact of front/back-office structure on the NSD performance through knowledge transfer as an intermediate variable. The data was collected through a survey questionnaire from 198 project-level officers in the commercial banking industry of China.