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Effects of Social Exchange and Trust on Knowledge Sharing and Service Innovation

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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.

Keywords: KNOWLEDGE SHARING; LEADER-MEMBER EXCHANGE; SERVICE INNOVATION; TEAM-MEMBER EXCHANGE; TRUST

Document Type: Research Article

DOI: http://dx.doi.org/10.2224/sbp.2012.40.5.783

Publication date: June 1, 2012

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