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

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.

Citation

Herjanto, H., Amin, M. and Fatimah, C.E. (2024), "Does knowledge collecting and donating enhance a bank's salesperson performance?", Business Process Management Journal, Vol. 30 No. 1, pp. 183-198. https://doi.org/10.1108/BPMJ-08-2023-0603