隨著產業結構轉變，屬知識導向的服務型產業在經濟發展過程中扮演著重要角色，管理者如何透過領導行為以影響員工進行知識交換後而提升服務績效，已是管理學術界與實務界之關切課題。有鑒於此，本研究旨在分析並驗證服務領導、知識交換與整合、與服務績效之關係，同時也將驗證組織社會氣候在服務領導與知識交換整合的關係中之調節效果。基於社會交換理論，本研究擬透過文獻分析初步建構理論模式，並利用五家觀光旅館個案進行實地訪談、觀察與記錄，藉此深入分析真實管理現象，以作為修正理論模式與研究假設之依據；其次，再透過問卷調查，蒐集全台灣90 家觀光旅館的主管－員工配對之非同源資料，將所蒐集之資料以階層線性模式(HLM)來檢驗研究假設。研究結果除可在管理學術上成為相關研究之比較與參考依據外，亦可提供企業界決策上之參考。 By the change of industry structure, service industry plays an important role in the economic development. Therefore, the issue that how do managers motive and influence employees to exchange knowledge, and to lead superior service performance ultimately, has been a critical key in academic and practice community. Hence, this study aim to verify the relationships among servant leadership, knowledge exchange and combination, and service performance, and verify the moderate effect of organizational social climate in the relationship between servant leadership and service performance. Based on social exchange theory, this study will review references and construct theoretical model, and employ case study by five hotels to analyze the managerial reality in order to modify the theoretical model and hypotheses. In addition, this study will adopt questionnaire survey and use Hierarchical Liner Modeling (HLM) to test hypotheses. Results of the study will not only serve as comparison model for related researches but also provide hotels with information for decision-making.
