Organizational Culture, Knowledge Transfer, And Performance Of New Service Development

As city commercial banks were born in the late 20th China, they have played an important role in economy. After the finance entire opening worldside, city commercial bank, the shock from rural credit association commercial banks, also meet the challenge from foreign banks. And, after the world financial crisis, Chinese government has increased the regulations of banks.City commerce banks are less than twenty years old, they have achieved great progress in corporate governance, risk management, assets and liabilities management, human resources management. However, the new service development that can bring the long-term competition advantage to banks has not attracted sufficient attention. Traditional researches think two reasons for this aspect. On the one hand, they deem there are many barriers to innovation, including short of human resource, rigid law enforcement, and uncertain risk of market. On the other hand, characteristics as lack of effective customer services needs analysis and design, the information between front-back is not smooth, blind imitation extrinsic knowledge, weak relevant skill, leads a low success ratio of new service development. Organizational culture can affect the human behavior. Therefore, we think organizational culture can change the employees'willing and capability of knowledge transfer in the new service development process, which makes the aim of new service development come true.In this paper, we employ multiple case studies to explore question that how characteristic of culture affect the new development through the knowledge transfer by employee. First, based on review of research, we establish a preliminary model. Second, we choose four advantage city commercial banks including T bank, H bank, N bank, W bank as our cases. Then, after "test case","within-case analysis"and"a multiple case study", we receive an overall model about organizational culture, knowledge transfer, and new service development performance. Furthermore, knowledge transfer as the media between organizational culture and new service development has proved.The conclusions are that, (1) The adaptability of city commercial bank high, the knowledge transfer willing of employee in bank will be enhanced; (2) The involvement of city commercial bank high, the knowledge transfer willing of employee in bank will be enhanced; (3) the involvement of city commercial bank high, the knowledge transfer capability of employee in bank will be enhanced; (4) The consistency of city commercial bank high, the knowledge transfer willing of employee in bank will be enhanced; (5) The mission of city commercial bank high, the knowledge transfer willing of employee in bank will be enhanced; (6) The knowledge transfer of employee in city commercial bank has positive correlation to new service development performance.The study indicated that we should highlight the SME market is very important; a system of high quality employee can transfer the market information accurately; building the incentive system match performance as soon as possible; paying attention to the experience of the service development.