Exploring the Mediating Effect of Customer Knowledge Development on Team Performance: A Moderating Role of Collectivism

• Main Authors: Yang, Tzu-Ting, 楊子廷
• Other Authors: 林介鵬
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/p9kchh

碩士 === 國立交通大學 === 經營管理研究所 === 103 === Base on the Knowledge-Based Theory, this study focuses on the importance of customer knowledge development, and make it as our research emphasis. In this research, we build a model to explore the relationship between customer knowledge development and team performance, and include customer empathy, competence development, collectivism, and cognitive map as independent variables to demonstrate the mediating effect from customer knowledge development. Simultaneously, this study adds collectivism as the moderating role in order to investigate its effect on customer knowledge development. The technology industry is selected as the research object, and hierarchical regression is used to test the hypothesis proposed in this study. The results confirm that customer knowledge development has positive influence on team performance. Also, it plays a fully-mediated role on the relationship between team performance, customer empathy and competence development. In addition, collectivism has negative moderating effect on the cognitive map. According to our research results, we recommend that enterprise should pay more attention to the importance of customer knowledge development, and promote the development of customer knowledge by training employees and enhancing the interaction with customers. Moreover, it would be beneficial for enterprise to cultivate an appropriate ideology in the team so that employees can exert their best on working.