1. EFFECTS OF SOCIAL EXCHANGE AND TRUST ON KNOWLEDGE SHARING AND SERVICE INNOVATION.
- Author
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Hu, Meng-Lei Monica, Tsung-Lin Ou, Haw-Jeng Chiou, and Lee-Cheng Lin
- Subjects
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INTERPERSONAL relations , *SOCIAL exchange , *BUSINESS communication , *TRUST , *INFORMATION sharing , *SOCIAL interaction , *HOTELS , *OCCUPANCY rates , *HOSPITALITY industry , *INTERPERSONAL relations research , *TOURISM , *PSYCHOLOGY - Abstract
Using a real case with 466 employees, we investigated the relationships among knowledge sharing (KS), service innovation, leader-member exchange (LMX) quality, team-member exchange (TMX) quality, and trust in Taiwan's international tourist hotels. The empirical results demonstrated that LMX quality and TMX quality mediated the relationship between KS and service innovation, and that trust moderated the relationship between KS and both LMX quality and TMX quality. These findings can be applied to improve communication among employees, enhance knowledge sharing, and promote service innovation. [ABSTRACT FROM AUTHOR]
- Published
- 2012
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