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.

目錄	I
表目錄	III
圖目錄	IV
第一章 緒論	1
第一節 研究背景	1
第二節 研究動機	4
第三節 研究目的	5
第四節 研究流程	6
第二章 文獻探討	7
第一節 知識分享	7
第二節 轉換型領導	12
第三節 團隊凝聚力	16
第四節 知覺學習氣候	18
第五節 顧客知識	20
第六節 轉換型領導與知識分享行為	22
第七節 轉換型領導與團隊凝聚力	23
第八節 團隊凝聚力與知識分享行為	24
第九節 團隊凝聚力之中介效果	24
第十節 轉換型領導與個人知覺學習氣候之關係	25
第十一節 員工知覺的學習氣候與知識分享行為	27
第十二節 知覺學習氣候之中介效果	27
第十三節 知識分享行為與顧客知識	28
第三章 研究方法	29
第一節 研究架構	29
第二節 研究設計	30
第三節 變數衡量	32
第四章 結果與討論	35
第一節 敘述統計	35
第二節 信效度分析	37
第三節 差異分析	40
第四節 相關分析	45
第五節 迴歸分析	46
第六節 階層線性模式	47
第七節 中介效果檢定	54
第八節 綜合討論	54
第五章 結論與建議	58
第一節 研究結論	58
第二節 理論意涵	62
第三節 實務意涵	64
第四節 研究限制與建議	67
參考文獻	68
中文部分	68
英文部分	70
附錄	82
附錄一 門市店長	82
附錄二 服務人員	84
附錄三 HLM模型分析	86

 
表目錄
表4-1 店長樣本基本資料	36
表4-2 員工樣本基本資料	37
表4-3研究變數之收斂效度表	38
表4-4分店層級之內部一致性組合信度表	39
表4-5顧客層級之內部一致性組合信度表	39
表4-6變數之信度表	40
表4-7店長性別與各變數間的差異分析-分店層級	41
表4-8店長年齡與各變數間的差異分析-分店層級	41
表4-9店長教育程度與各變數間的差異分析-分店層級	41
表4-10店長之資歷與各變數間的差異分析-分店層級	42
表4-11店長管轄人數與各變數間的差異分析-分店層級	42
表4-12服務人員性別與各變數間的差異分析-服務人員層級	42
表4-13服務人員年齡與各變數間的差異分析-服務人員層級	43
表4-14服務人員教育程度與各變數間的差異分析-服務人員層級	44
表4-15服務人員年資與各變數間的差異分析-服務人員層級	44
表4-16相關分析-分店層級	45
表4-17相關分析-服務人員層級	46
表4-18轉換型領導對團隊凝聚力的影響	46
表4-19各變數之聚集	48
表4-20轉換型領導對於知覺學習氣候之階層線性分析結果	49
表4-21轉換型領導對於知識分享之階層線性分析結果	50
表4-22團隊凝聚力對於知識分享之階層線性分析結果	51
表4-23知覺學習氣候對於知識分享之階層線性分析結果	52
表4-24知識分享對於顧客知識之階層線性分析結果	53
表4-25中介效果檢定	54
表4-26假說驗證結果摘要表	57
 
 
圖目錄
圖1-1 研究流程	6
圖3-1 研究架構圖	29

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