知識工作者任務與知識管理系統之適配模式

A Task/Technology Fit Model of Knowledge Management Systems

陳建志(Chien-Chih Chen) ； 陳鴻基(Houn-Gee Chen) ； 曹承礎(T. S-C Chou)

《資訊管理學報》 13卷S期 (2006/10) Pp. 41-65

https://doi.org/10.6382/JIM.200610.0003

摘要

知識管理系統(KMS: Knowledge Management Systems)泛指一切可以支援知識管理活動的各類資訊系統(Davenprot 1999; Alavi & Leidner 2001)。為了提升組織的競爭力，企業紛紛建置知識管理系統以協助知識工作者執行任務。然而，當企業錯誤引進不適合任務所需的KMS，將難以產生預期效果；企業必須引進符合任務需求的KMS功能，才能有效提升競爭力。對於知識工作者而言，唯有當任務的知識需求的型態與KMS的提供的功能型態相互適配時，KMS才能有效提升任務的績效。
本文從任務科技配適理論(TTF: Task/Tochnology Fit Theory)的觀點，探討知識工作者任務所依賴的知識型態（個人內隱、個人外顯、群體內隱、群體外顯）與KMS功能型態（P2D型：People to Database、P2P型：Person to Person）之间的適配關係，提出一個任務知識需求型態與KMS功能型態之间的KMS TTF模式，並以調查研究的方式。驗證本文所提出的KMS TTF模式。研究獲得幾項研究結果：（一）當任務倚賴外顯／群體知識時，P2D型系統支援任務的績效優於P2P型系統支援任務的績效。（二）當任務倚賴外顯／個人知識時，P2D型系統支援任務的績效與P2P型無差異。（三）當任務倚賴內隱／群體知識時，P2P型系統支援任務的績效優於P2D型系統支援任務的績效。（四）當任務倚賴內隱／個人知識時，P2D型支援任務的績效與P2P型無差異。
對學術而言，本研究擴展TTF理論的適用性於KMS環境中，研究結果不僅驗證內隱／外顯與P2D/P2P的基本配合關係，亦發現知識的個人／群體性的影響。所發展的KMS TTF模式具有充實的理論基礎，並可作為未來研究者進一步探討KMS TTF相關研究的基礎。對企業而言，本文的研究貼近企業界的實務需求，對經營管理者、系統開發者、使用者各具不同的意義與價值，可作為企業推行KMS時的參考依據。

關鍵字

知識管理系統 ； 知識工作者任務 ； 任務科技適配理論

並列摘要

Knowledge Management Systems (KMS) are the emerging applications of the information technologies to support knowledge management activities (Davenprot 1999; Alavi & Leidner 2001). An effective adoption of KMS to improve knowledge workers' tasks performance has became an important weapon for the business competitiveness enhancement. However, due to the nature of problems, the supports needed in different tasks vary substantially so that different spectrum of technologies is required for problem solving along the process. Previous research had indicated that different knowledge attributes need different kinds of systems to support (Hansen, Nohria, & Tierney, 1999; Tiwana, 2003; Zack, 1999; Earl, 2001; Hasan & Crawford, 2003). According to Task/Technology Fit Theory (TTF), we proposed a KMS Task/Technology Fit (TTF) model. In particular, this model explains the fit relationship between knowledge tasks (Tacit/Explicit knowledge, Individual/Collective knowledge) and the natures of KMS (P2D: People to Database / P2P: Person to Person). An empirical study was then conducted to validate the proposed model. The results indicated that: 1. For tasks which rely on explicit/collective knowledge, P2D KMS shows better supports than P2P KMS. 2. For tasks which rely on explicit/individual knowledge, there is no difference of supports between P2P KMS and P2D KMS. 3. For tasks which rely on tacit/collective knowledge, P2P KMS shows better supports than P2D KMS. 4. For tasks which rely on explicit/individual knowledge, there is no difference of supports between P2P KMS and P2D KMS. These results show a promising development direction for KMS. Practical implications of KMS TTF are also discussed.

並列關鍵字

Knowledge Management ； Knowledge Management System ； Task and Technology Fit ； Empirical Study

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