The influence of learning climate on customer knowledge: A perspective of knowledge transfer

• Main Authors: I-Chun Chou, 卓昱均
• Other Authors: Mei-Ling Wang
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/67843206544560813820

碩士 === 真理大學 === 管理科學研究所 === 97 === Under the harshly competitive environment of financial service industry, the expertise and capabilities require for being a financial counselor is always a worth noticing topic. With the knowledge transfer and value-added professional services, the financial counselors may maintain intensive and delightful interactions with each customer. Thus, the expertise of financial counselors has been emphasized in such industry. In the viewpoint of knowledge transfer, this research discusses learning climate to the expertise of financial counselors, and the direct influences on customer knowledge resulted from the expertise of financial counselors. The subjects of this research are financial counselors from financial service industry and their customers in Taiwan. The participants in the study are 93 bank consultants and 452 customers, and the causal relationships between each variable are discussed through hierarchical regression and HLM. The empirical analysis show that learning climate is positively related to the expertise of financial counselors, and the expertise of financial counselors would have direct influence on customer knowledge. According to such results, the managerial implications and follow-up recommendations are summarized in this research.