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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/103976


    Title: Learning Climate and Customer-Oriented Behaviors: The Mediation of Customer Knowledge
    Authors: Wang, Mei-ling
    Contributors: 淡江大學企業管理學系
    Keywords: Learning climate;Cusyomer knowledge;Customer-oriented behaviors;Knowledge management;Organizational learning
    Date: 2015-10
    Issue Date: 2015-10-23 09:54:14 (UTC+8)
    Publisher: Emerald Group Publishing Limited
    Abstract: Purpose
    The present study evaluates the effect of learning climate on customer-oriented behaviors by incorporating salespeople’s customer knowledge in the banks. It also explores the mediating role of customer knowledge between learning climate and customer-oriented behaviors.

    Design/methodology/approach
    A conceptual two-level model that links learning climate to customer-oriented behaviors was developed and tested using data collected from salespeople and customers in banks in Taiwan. Data from 444 customers involving 92 salespeople was collected via a questionnaire and analyzed using hierarchical linear modeling.

    Findings
    The results show that learning climate encourages salespeople to develop customer knowledge and customer-oriented behaviors, and that salespeople’s customer knowledge positively influences customer-oriented behaviors. This study also provides empirical support for the hypotheses that learning climate helps salespeople increase customer-oriented behaviors through improving salespeople’s customer knowledge.

    Research limitations/implications
    The findings highlight the importance of enhancing learning climate and customer knowledge to enable banks to improve salespeople’s customer-oriented behaviors. This research also points to customer knowledge as mediating mechanisms that can explain the association between learning climate and customer-oriented behaviors in the sales context.

    Originality/value
    By integrating knowledge management with organizational learning research, this study evaluates the effect of learning climate on salespeople’s customer-oriented behaviors by incorporating their customer knowledge. In addition, the present study points to salespeople’s customer knowledge as one of several mediating mechanisms that explains the association between learning climate and customer-oriented behaviors.
    Relation: Journal of Managerial Psychology 30(8), pp.1-31
    Appears in Collections:[企業管理學系暨研究所] 期刊論文

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