Examining the mediating effect of innovative culture in the relationship between leadership and knowledge-based customer relationship implementation

This study examined how transformational leadership styles affect innovative culture, and consequently affect the implementation of knowledge-based customer relationship management in the Taiwanese hotel industry. A model of these relationships was created based on earlier research and used Bass and Avolio´s Multi-Factor Leadership Questionnaire, a 12-item scale for assessing innovative culture 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, innovative culture and the implementation of KCRM. In particularly, the mediated role of organizational innovative culture was found between transformational leadership styles and the implementation of KCRM. Suggestions for future research are also included.