THE EFFECTS OF LEADERSHIP STYLES ON KNOWLEDGE-BASED CUSTOMER RELATIONSHIP MANAGEMENT IMPLEMENTATION

Li Yueh, Ying Lee and F. Barry Barnes

International Journal of Management and Marketing Research, 2010, vol. 3, issue 1, 1-18

Abstract: This study examined how transformational and transactional leadership styles affect knowledge-based customer relationship management implementation in the Taiwanese hotel industry. A model of the relationship was created based on earlier research and used Bass and Avolio’s Multi-Factor Leadership Questionnaire along with questions to assess a multi-dimensional construct for CRM. The model was tested and modified using structural equation modeling. The results generally support a positive relationship between transformational leadership styles and the implementation of knowledge-based CRM while rejecting transactional styles. Suggestions for future research are also included.

Keywords: leadership styles; knowledge-based customer relationship; Multi-factor leadership (search for similar items in EconPapers)
JEL-codes: M00 M12 M16 (search for similar items in EconPapers)
Date: 2010
References: View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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