組織學習、知識分享對服務創新影響之研究

林瑜真

指導教授 ： 謝秉蓉博士

國立高雄師範大學/教育學院/人力與知識管理研究所/碩士(2013年)

https://doi.org/10.6817/NKNU.2013.00010

摘要

本研究主要以組織的觀點，來探討組織學習、知識分享與服務創新的影響。此外，組織學習是否會隨著知識分享行為與服務創新行為有所不同，亦將以知識分享行為為中介變數做進一步的分析。
以直轄市區公所為對象，共發放158份問卷，回收問卷剔除填答不完整之無效問卷，有效問卷102份，有效問卷回收率64.6%。回收樣本資?運用Pearson相關、複迴歸分析後，實證結果顯示組織學習對知識分享之整體影響並不顯著，但在開放心智構面對知識贈與構面則有顯著正向影響；知識分享對服務創新產生正向顯著影響；組織學習對服務創新整體織影響並不顯著，但在分享願景對創新顧客介面，開放心智對創新服務概念、創新技術選項、創新服務傳遞系統等構面，有正向顯著影響；知識分享行為在組織學習與服務創新間產生中介效果。
研究發現，直轄市區公所要提升服務創新，可以透過組織學習與知識分享，達到服務創新的目的。也就是藉由增進組織開放心智、知識贈與，對創新服務概念、創新技術選項、創新服務傳遞系統等有助益。因此如何讓組織學習與知識分享成為一種習慣，並在組織中營造出學習與分享的文化，本研究建議，可藉由檢視學習成效，尋找創新價值；形塑知?分享文化，以達簡化服務流程並提供整合性服務著手。

關鍵字

組織學習 ； 知識分享 ； 服務創新 ； 直轄市區公所

並列摘要

With the built-up point of view, this study focuses on the influences among organization learning, knowledge sharing and service innovating. In addition, this research will do further analysis by using knowledge sharing as the meta-variable to understand how organization learning will vary along with knowledge sharing behavior and service innovating behavior or not.
This research uses the municipality district office as the object and issues 158 questionnaires in total. Complete questionnaires are collected and incomplete questionnaires are ruled invalid. The effective questionnaire is 102, and the effective questionnaire recovery rate is 64.6%. By using the Pearson Correlation, Multiple Regression Analysis, substantial evidence results show organization learning is not notable to the knowledge sharing but is an open intelligence factor and the knowledge giving factor have a notable positive influence. The knowledge sharing generates notable positive influence toward service innovation. Organization learning as it relates to service innovation isn't notable. The shared vision for innovative customer interface, open intelligence factor to innovation service concepts, innovative technology selection, creative service delivery system, all have notable positive influence. The behavior of knowledge sharing between organization learning and service innovation creates a mediation effect.
The research finds that the municipality district office can use organization learning and knowledge sharing to reach the purpose of service innovating. Organization open-minded and knowledge giving also help with the innovating service concept, innovative technology options and creative service delivery system by promoting the organization to increase intelligence, and knowledge to give. Therefore we can understand how organization learning and knowledge sharing become a kind of habit, and form the culture of learning and sharing in the organization. This research suggests that by examining the learning result to find the creative value and constructing knowledge sharing culture to attain simplified service procedures and provide the integration service.

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