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A mediating model to explain the relationships among employees' knowledge sharing (KS), guanxi, and innovative service behavior (ISB) was developed and tested. Results support guanxi's role as a mediator of the relationships between KS and ISB and serve as a constructive replication of the hypothesized relationships. Supporting prior research, it was found that KS is associated with increased ISB for individuals with a favorable guanxi. Results from empirical studies demonstrate strong support for the effects of KS, guanxi, and ISB. A structural equation analysis reveals that the mediating model has strong predictive ability for KS to ISB.

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Using a real case with 466 employees, we investigated the relationships among knowledge sharing (KS), service innovation, leader-member exchange (LMX) quality, team-member exchange (TMX) quality, and trust in Taiwan's international tourist hotels. The empirical results demonstrated that LMX quality and TMX quality mediated the relationship between KS and service innovation, and that trust moderated the relationship between KS and both LMX quality and TMX quality. These findings can be applied to improve communication among employees, enhance knowledge sharing, and promote service innovation.