顧客知識儼然成為了解顧客需求並為顧客提供良好服務的一個關鍵因素，因此零售服務業都將面臨組織內部不斷的知識分享。越來越多的研究探討領導風格對於組織內知識分享的作用與影響，因此，本研究主要為探討轉換型領導透過團隊凝聚力與學習氣候知覺影響知識分享，更進一步探討知識分享對顧客知識的正向影響。 本研究以台灣行動通訊零售商之店長與員工為研究對象，店長之有效問卷為125份，員工知有效問卷為586份，並以階層線性模型進行分析(HLM,Hierarchical linear modeling)。研究結果發現，轉換型領導對於團隊凝聚力與學習氣候知覺有正向的影響，而團隊凝聚力與學習氣候知覺皆對員工的知識分享有正向的影響，最後，員工的知識分享更與顧客知識有正向的關聯性，除此之外，轉換型領導也會經由團隊凝聚力以及學習氣候知覺影響員工的知識分享。本研究將上述結果進行了理論與實務的討論。 Customer knowledge has become a key factor in knowing the needs of customers and serving customers well, service organizations have come to face an ongoing need for knowledge sharing. A growing body of research has accumulated on the role of leadership in sharing organizational knowledge. Deriving from the transformational leadership theory, this study examines how transformational leadership influences knowledge sharing through team cohesiveness and perceived learning climate. This study further investigates the positive effect of knowledge sharing on service employees’ level of customer knowledge. Data was collected from 125 managers and their 586 service employees in mobile device stores and analyzed using two-level hierarchical linear modeling (HLM). The results show that transformational leadership had positive effects on team cohesiveness and perceived learning climate. Both team cohesiveness and perceived learning climate had positive effects on employees’ knowledge sharing. Employees’ knowledge sharing was positively associated with customer knowledge. In addition, transformational leadership had influences on knowledge sharing through team cohesiveness and perceived learning climate. Both theoretical and practical implications are discussed.
