The study aims to explore the extent and depth of electronic commerce employees professional knowledge in the service industry.To achieve this goal,the study uses interviews and panel discussions to confirm employees professional knowledge.In addition,the study utilizes transformation of knowledge and ability to select representative knowledge items and to confirm the professional knowledge structure of low-level employees,midlevel leaders,and managers through mental mapping.Employees in electronic commerce times should have these five categories,totaling 95 items,such as essential professional knowledge item; that is,commerce flow,cash flow,information flow,service flow and transportation flow,in order to cultivate employees abilities of e-commerce effectively.Core professional knowledge of electronic commerce employees should total 2 items including customer service technique and customer satisfaction plan.
electronic commerce commerce modernization professional knowledge
Institute of Vocational and Technological EducationNational Yunlin University of Science & Technolog Department of Business AdministrationTransworld Institute of TechnologyYunlin ,Taiwan,China. Takming University of Science & Technology,Taipei,Taiwan,China Graduate Institute of Business and Administration,ChengShiu UniversityKaohsiung,Taiwan,China. Department of Marketing and Logistics and Management,National Penghu UniversityPenghu,Taiwan,China. Institute of Technological & Vocational Education,National Taipei University of Technology Taipei,Ta