The extent and depth of e-commerce employees´ professional knowledge in service industry

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.