中文摘要：

本文在总结以往研究的基础上，将顾客知识划分为关于顾客的知识、来自顾客的知识。根据人力资源管理实践和社会资本理论，重点探讨比较了三类正式或非正式渠道对银行获取顾客知识的影响。侧重于组织文化视角，探讨了如何建立不同的文化导向帮助银行整合知识，从而使顾客知识更大限度地转化为对应的组织绩效。

英文摘要：

A common dilemma that banks face today is the loss of customer assets because of the high turnover rate of their frontline employees .This study constructs a conceptual model to address how to acquire and integrate customer knowledge from the perspective of motivation and management of employees .Firstly, according to prior literature , the authors classify knowledge into knowledge about customer and knowledge from customer .Secondly , this study explains the three paths or methods by which to acquire customer knowledge through motivating employees .Lastly, the study discusses how to integrate the customer knowledge into banks＆#39;performance through building different organizational orientations .This study not only makes some theoretical contribution , but also guides banks to transform knowledge at the individual level of employee into the organizational level performance through motivating and managing employees .