使用者介面設計、跨部門互動與關係品質對知識分享的影響－以台灣電信業門市人員為例

The Impact of User Interface Design, Cross-Sectoral Interaction and Relationship Quality on Knowledge Sharing－A Study of Store Personnel of Taiwan Telecommunication Industry

宋文珍(Wen-Chen Sung)

指導教授 ： 黃曼琴

淡江大學/管理學院/全球華商經營管理數位學習碩士在職專班/碩士(2011年)

https://doi.org/10.6846/TKU.2011.00123

摘要

隨著電信產業間競爭激烈，以及消費者意識高漲，對於門市人員的期待已逐漸偏重於是否具備專業知識、素養與諮詢提供的時效品質，加上各電信服務業在體制上均為連鎖體系，在這樣的經營架構下，門市所仰仗的，是企業母體所提供完善的軟硬體銷售資源服務，其競爭的優勢也取決於企業與其轄店統合戰力的發揮，當門市要獲得顧客對服務品質和服務效率的滿意，相對就需要企業後勤投入更多的資源與協助，讓門市人員可快迅且正確地回應處理顧客需求及問題，以提高顧客成交締結率及顧客滿意度。因此，本論文主要目的在探討企業該如何建立一個獲得門市信任並易於使用的溝通與知識支援管道，以吸引門市人員使用意願，並將所遇的銷售問題及顧客意見及時向公司後勤人員反映，同時藉由高度互動的後勤組織，透過不斷的協同溝通，形成諸多意見上的共識或解決方案，以取得門市人員對後勤人員的滿意及信任，藉此提升組織成員的關係品質，進而讓門市人員能將其所擁有的知識、經驗或資訊傳遞給其他成員，使知識能順利地在經織內流通、擴散與儲存，以達企業核心競爭力。
本研究採用便利樣本問卷調查法，以台灣電信產業兩家主要的營運公司門市人員為問卷對象，共發出200份問卷，回收有效問卷186份，利用SPSS統計軟體驗證研究假設，研究結果顯示如下：
一、使用者介面設計對組織成員關係品質有正向影響
二、跨部門互動對組織成員關係品質有正向影響
三、關係品質對組織成員知識分享有正向影響
四、關係品質對使用者介面設計與組織成員知識分享間具有中介效果
五、關係品質對跨部門互動與組織成員知識分享間有中介效果

關鍵字

使用者介面設計 ； 跨部門互動 ； 關係品質 ； 知識分享

並列摘要

With the drastic competition between the telecom service industry and high rising consumer consciousness, the expectation on store personnel is gradually relied on whether they have professional knowledge, well-trained quality and effectiveness for providing advices. In addition, each telecom service provider is a chain system. Under such business operation structure, what the retail stores rely on is a complete hardware / software sales resource service provided by the business headquarter, and their advantage of competition also depend on the integration power developed by the business headquarter with its retail stores. If a retail store intends to satisfy the customers with service quality and efficiency, its headquarter logistics needs to invest in more resource and support so that the store personnel can quickly and correctly respond to customers’ needs and inquiries to promote the rate of customer transaction conclusion and customers’ satisfaction. Accordingly, the purpose of this thesis is to discuss how a business builds up a channel of communication and knowledge support, which is trusted by the retail stores and easy to use. Then the store personnel are attracted to use the channel and let the logistics staffs in headquarter know about sales problems and customers’ opinions as encountered. In the meantime, via frequent communication of the logistics group and continuous coordination, the common consensus or solution upon various opinions is achieved so that the logistics staffs can gain satisfaction and trust from the store personnel to improve the relationship quality between the organization members. Further, the store personnel can transmit the knowledge, experiences or information that they have owned to other members so that the knowledge can be smoothly distributed, spread and saved inside the business to achieve the core competency of the business.
This research adapts the convenience sampling questionnaire method, of which the objects are store personnel of those in Taiwanese telecom industry. 200 questionnaires in total were delivered out and 186 valid returned questionnaires were received. By using SPSS statistics software to test the research assumption, the result is obtained as follows.
1.The user interface design brings positive impact on the relationship quality between organization members.
2.The cross-sectoral interaction brings positive impact on the relationship quality between organization members.
3.The relationship quality brings positive impact on the knowledge sharing between organization members.
4.The relationship quality brings an intermediary effect between the user interface design and the knowledge sharing between organization members.
5.The relationship quality brings an intermediary effect between the cross-sectoral interaction and the knowledge sharing between organization members.

並列關鍵字

User Interface Design ； Cross-Sectoral Interaction ； Relationship Quality ； Knowledge Sharing

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