人際信任、知識分享動機與知識分享行為關聯性之研究

The Relationships among interpersonal trust, knowledge sharing motivation and sharing behavior

孫莉琴(Lee-Chin Sun)

指導教授 ： 吳坤山

淡江大學/商管學院/企業管理學系碩士在職專班/碩士(2014年)

https://doi.org/10.6846/TKU.2014.01030

摘要

近年來，國內銀行業受到全球金融風暴的衝擊，面對經營環境紅海競爭，在強調降低成本的前提下，銀行辦理優惠退休，促使資深員工逐漸離開，新進行員人數與比例陸續增加，銀行工作環境的氛圍漸漸的產生些許變化。由於許多新進行員普遍學歷較以往為高，在訓練過程中雖然會主動提問，但是對一些銀行基本業務卻認為過於簡單而未予以重視。到了實際統合運作的時候，基本的操作準則運作不順暢，對問題應變能力經驗也不足；加上新進行員對銀行文化陌生且尚未高度的融入，以及銀行業務量激增、資深員工工作壓力上升，若新進員工一直詢問資深員工銀行相關業務作業流程，此時資深員工難免會出現抱怨而影響了知識分享的意願。
本研究以F銀行從業人員為研究對象，探討人際信任、知識分享動機與知識分享行為的關聯性。本研究採判斷抽樣方式抽取樣本，總計發放330份問卷，回收有效樣本為311份，有效樣本回收率為97.2%。透過敘述性統計、信度分析、效度分析、及結構方程模型(Structural Equation Modeling, SEM)中之偏最小平方估計法(Partial Least Square, PLS)進行分析，其主要研究結果如下：
1.認知型信任對知識分享動機中之互惠有顯著正向影響；情感型信任對知識分享動機中的四個因素組織報酬、互惠、自我效能與樂於助人具有顯著正向影響，其中情感型信任對知識分享動機中之互惠的影響最大。
2.知識分享動機中的自我效能與樂於助人對知識分享行為具有顯著正向影響。
3.情感型信任對知識分享行為具有顯著正向影響。
緣此，建議F銀行可以通過合理的激勵制度，鼓勵員工貢獻出自己的創意與想法，促進員工知識的分享與流通，進而提升知識分享行為。
關鍵字：人際信任、知識分享動機、知識分享行為、偏最小平方估計法。

關鍵字

際信任 ； 知識分享動機 ； 知識分享行為 ； 偏最小平方估計法

並列摘要

Abstract:
In recent years, impacted by the global financial turmoil and the Red Sea competition business environment, stressing on the premise of reducing costs, the domestic banking sector conducted preferential retirement to prompt the leaving of senior staffs. With the proportion of new colleagues increasing, the working circumstance in the banks changes gradually.
Since many new colleagues generally carried higher degree than in the past, they used to question in the training courses but did not pay attention to the basic banking operations. Therefore, the operation is not smooth and lack of adaptability experience for new colleagues in the actual integration execution period. Besides, they are not familiar with and used to the banking business culture. With the increase of banking business loading, senior employees' work pressure rises, and inevitably affect the willingness of their knowledge sharing.
The aims of this thesis was to explore the relationships among interpersonal trust, knowledge sharing motivation and sharing behavior of the employees of F bank and verify the hypothesis proposed in this study. The questionnaires were issued by judgmental sampling method of 330 questionnaires and 311 effective samples were collected. The rate of effective sample response is 97.2%. Descriptive statistics, reliability, validity and partial least square method have been applied in order to examine the proposed research framework. After the
empirical research, the major findings were as follows:
1. Cognitive trust has positive impact on the mutually benefit of knowledge sharing motivation. Affect-based trust has positive impact on all the 4 factors, organizational rewards/ mutually benefit/ self-efficacy/ helpfulness of knowledge sharing motivation. Affect-based trust has most impact on mutually benefit.
2. Knowledge sharing motivation has positive impact on self-efficacy and helpfulness of knowledge sharing behavior.
3. Affect-based trust has positive impact on knowledge sharing behavior
It is recommended that F Bank can encourage employees to contribute their creativity and ideas, promote the sharing of knowledge sharing and circulation through reasonable incentive system. Setting up certain norms for sharing opportunities and encouraging learning will also made employees feel that their knowledge are valuable to the organization.

並列關鍵字

Interpersonal trust ； motivation ； knowledge sharing ； knowledge sharing behavior

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