IT角色、知識管理、市場導向與工作績效之連結-以行動通訊服務業之國際產品為例

摘要本研究旨在探討行動通訊業T公司之IT導入、知識管理、市場導向與工作績效的關係。2005年起，行動通訊產業之產品開始了國際化的轉變趨勢，企業同時面臨加速創新的壓力。因此，企業紛紛利用IT(Information Technology)基礎設施大量引進「知識管理」(Knowledge Management)的理念與作法，透過組織學習以因應國際產品變化的環境。故本研究之主要目的在探討電信從業人員，如何透過電信資訊的知識管理與員工在產品「市場導向」(Market Orientation)的認知上，以及透過資訊技術「IT角色」(IT Role)的跨部門交流中學習，以獲取「工作績效」(Job Performance)的表現。本研究係以國內電信三雄之一的股票上市T公司為研究對象，透過文獻收集建構適合量測T公司員工之「知識管理」、「市場導向」與「工作績效」量表之相關資料。以T公司五大部門之80位員工資料進行PLS分析模型，以實證IT角色、知識管理、市場導向與工作績效等研究變數的因果關係。研究發現知識管理為IT系統與市場導向觀念之重要中界變數，而市場導向觀念對於公司績效亦有顯著的影響。本研究在學術理論上，連結了IT角色對知識管理理論的關係，並以知識管理作為中界效果，連結IT對市場導向之正向影響。而且擴充過去研究市場導向理論對企業整體績效之影響。

關鍵字

IT角色；知識管理；市場導向；工作績效

並列摘要

Abstract The theme of the research is to look into the relatedness among IT lead-in, “knowledge management”, “marketing orientation” and “job performance” in T Company in mobile communication industry. From 2005, mobile communication industry starts the tendency of internationalization and diversification. Meanwhile, the enterprise faces the pressure of accelerated innovation.Therefore, most enterprises lead in “knowledge management” concept and use IT (Information Technology) infrastructure, deal with the changes of international products through organization learning. Accordingly, the target of this research is to study how the telecommunication operators learn from cross-unit (IT Role) base on the acknowledgement of “knowledge management” and”marketing orientation” , and get job performance in result. The case study instrument is pretested with T Company which goes public and is one of the top three telecommunication companies. To construct related materials of “knowledge management”,”marketing orientation”and ”job performance” which are suitable to employees of T Company through data collection. Process the PLS analysis model base on 80 emplyees of 5 major departments to validate the causal relation among the variables of “IT role”,”knowledge management”,”marketing orientation” and “job performance”. Findings are that “knowledge management” is the important effect parameter of IT system and “marketing orientation”, and “marketing orientation” is also the significant effect of firm performance. The case study connects “IT role”and “knowledge management”in theoretical foundation, and links IT and “marketing orientation”via “knowledge management”to make positive effects. Moreover, the case study extends more effects of “marketing orientation”theory to firm performance. Key words: “IT Role”,”Knowledge Management”,”Marketing Orientation”,”Job Performance”.