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.