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The Effects Of Leadership Styles On Knowledge-Based Customer Relationship Management Implementation

Author

Listed:
  • Li Yueh
  • Ying Lee
  • F. Barry Barnes

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.

Suggested Citation

  • Li Yueh & Ying Lee & F. Barry Barnes, 2010. "The Effects Of Leadership Styles On Knowledge-Based Customer Relationship Management Implementation," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 3(1), pages 1-18.
    • Handle: RePEc:ibf:ijmmre:v:3:y:2010:i:1:p:1-18
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    Citations

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    Cited by:

    1. Nagwan AlQershi & Sany Sanuri Mohd Mokhtar & Zakaria Abas, 2022. "The influence of structural capital on the relationship between CRM implementation and the performance of manufacturing SMEs," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 13(3), pages 1205-1218, June.
    2. Mohammad Nabil Shaaban & Soha Ashraf Ghoneim, 2017. "Assessing the Effect of Customer Relationship Management on Hotels’ Marketing Performance: The Mediating Role of Marketing Capabilities – Evidence from Sharm El-Sheikh, Egypt," Tourism Research Institute, Journal of Tourism Research, vol. 18(1), pages 84-104, November.

    More about this item

    Keywords

    leadership styles; knowledge-based customer relationship; Multi-factor leadership;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General
    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation
    • M16 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - International Business Administration

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