航空業員工其工作滿足、職場友誼與服務創新之關聯性研究：以知識分享為中介變項

The study on relationships among job satisfaction, workplace friendship and service innovation for workers of Taiwan aviation industry

李素真(Su-Jane Lee)

《管理資訊計算》 9卷1期 (2020/03) Pp. 148-158

https://doi.org/10.6285/MIC.202003_9(1).0013

摘要

台灣的航空運輸業發展進步，對我國的經濟成長貢獻良多，多年來一直為重點產業之一。在航空管理的眾多環節裡，其中的航空業員工肩負許多重責大任，不論旅運與客戶服務皆須投入大量的人力資源才得以順利推展各項活動，創新的價值也從人力的素質所決定。本研究以航空業的員工為研究對象，探討其工作滿足、職場友誼、知識分享與服務創新的關聯性，透過問卷調查方式蒐集資料，再以結構方程模式驗證其中的脈絡關係。在整體結構模式中，知識分享在主要關係之間扮演了中介的角色。本研究貢獻在於探討台灣航空業人員知覺工作滿足、職場友誼、知識分享與服務創新之關聯性，藉此明瞭從業人員對於組織當中感受到工作滿足與職場友誼的認知與態度，亦建構理論模式探求如何以提升知識分享意願達到服務創新之機制。

關鍵字

工作滿足 ； 職場友誼 ； 知識分享 ； 服務創新

並列摘要

The development and progress of Taiwan's air transport industry have made tremendous contributions to China's economic growth. It has been one of the key industries for many years. In many aspects of aviation management, aviation industry employees bear many heavy responsibilities, regardless of travel and customer service, they must invest a lot of human resources to successfully carry out various activities. The value of innovation also depends on the quality of human resources. This research takes aviation employees as research objects, explores the relationships between job satisfaction, workplace friendship, knowledge sharing, and service innovation, collects data through questionnaires, and then uses a structural equation model to verify contextual relationships. The results can provide an important reference for the aviation industry as a human resource development strategy and actively improve the efficiency of aviation industry service innovation. The purpose of this study is to explore the relationship between Taiwan's aviation industry's perceptions of job satisfaction, workplace friendships, knowledge sharing, and service innovation, in order to understand employee perceptions and attitudes towards job satisfaction and workplace friendships in organizations.

並列關鍵字

job satisfaction ； workplace friendship ； service innovation ； knowledge sharing

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