以知識管理基礎設施探討影響顧客知識管理之因素

A Study of the Factors Inferencing C.K.M.: A Prospect on Knowledge-Based Management

簡瑞霖(Rui-Lin Jian)

《明新學報》 33期 (2007/07) Pp. 1-25

https://doi.org/10.29688/MHJ.200707.0001

摘要

Benjamin Franklin說：「知識是具有最高報酬率的投資」，正如越來越多的經濟觀察家指出「知識是人類最精準的投資」，知識已經取代自然資源和勞動密集型產業，成為首要的創造財富和經濟增長的泉源。企業如果想要瞭解顧客，不僅要將所獲得的顧客資訊予以量化，更重要的是要將客戶、知識與管理三者變成組織的智慧且成為實際的行動。
本研究主要在探討知識管理基礎設施對顧客知識管理之影響，發展出一個觀念性的架構模式，並透過實證調查來驗證此一模式。先從社會資本理論的觀點來推導知識管理的基礎設施，繼而透過實證分析來探討其對顧客知識管理之影響。
本研究以製造業與服務業為實證研究對象，為提高問卷的回收率，並增加研究樣本的代表性，本研究之問卷採雪球抽樣的方式進行發放，本研究共發放400份問卷，有效問卷261份。經由複迴歸分析與MANOVA考驗各構念因素間之互動關係，實證結果顯示：「知識管理基礎設施對顧客知識管理具有顯著之正面影響，而無論製造業或服務業，『資訊科技』與『組織文化』均是影響企業顧客知識管理能耐的兩大因素。」

關鍵字

知識管理基礎設施 ； 顧客知識管理 ； 資訊科技 ； 組織文化

並列摘要

Benjamin Franklin said, ”knowledge is the investment with the highest reward-rate.” There are more and more economists pointed out that knowledge is the best investment for human. Knowledge has already substituted for the natural resource and the labor-intensive form industry and become the most important source for wealth creation and economic growth. If enterprises want to understand customers, the most significant object is not only to quantitative customer information but also to transform customer knowledge and management to wisdom of organizations and tangible actions.
This research is to conformity the influence of K.M. infrastructure at C.K.M. then develop an ideal framework and confirm it through empirical investigation. First, this research infers knowledge management infrastructure from the aspects of social capital theory and knowledge-based theory, then it is to examine and analyze the impact of C.K.M.
This research takes manufacturing industry and service industry as objects for empirical studies. In order to enhance the return-ratio of the questionnaire and increase representation of the research samples, this research uses snowball sampling to send questionnaires. This research sends 400 questionnaires and a total of 261 usable replies were received. It aims to verify the relationships between the constructs used in this study by the analysis of Multiple Regression and MANOVA. The results are: Knowledge management infrastructure has significant and positive effect on Customer Knowledge Management. Regardless of manufacturing industry and service industry, ”information technology” and ”organization culture” are the two important factors to influence Customer Knowledge Management capacity.

並列關鍵字

K.M. infrastructure ； C.K.M. information technology ； organization culture

參考文獻

Arthur Andersen Business Consulting、劉京偉譯(2000)。知識管理的第一本書－運用知識管理提升企業核心能力。台北:商周。

Bloodgood J.M.,Salisbury W.D.(2001).Understanding the Influence of Organizational Change Strategies on Information Technology and Knowledge Management Strategies.Decision Support Systems.31

Boisot Max H.(1999).Knowledge Assets.Oxford University Press.

Bourdieu, P. (eds),Richardson, J. G. (eds)(1985).The forms of capital, In handbook of Theory and Research for the Sociology of Education.New York:Greenwood.

Burt, R. S.(1997).The contingent value of social capital.Administrative Science Quarterly.42