旅館業組織文化與服務人員主動性人格對知識分享意願之影響

The Effect of Organizational Culture and Service Personnel's Proactive Personality on Knowledge Sharing Intention in Tourist Hotels

10.29429/JSLHR.201206_7(2).08

陳文蓉(Wen-Jung Chen)；陳美良(Mei-Liang Chen)

組織文化 ； 主動性人格 ； 內部行銷 ； 知識分享意願 ； Organizational Culture ； Proactive Personality ； Internal Marketing ； Knowledge Sharing Intention

運動休閒餐旅研究

7卷2期（2012 / 06 / 01）

132 - 151

繁體中文

員工分享知識的概念已受到許多學者的注意，然而發展與探討影響飯店服務人員知識分享模式的研究缺乏。本研究以觀光旅館為研究對象，探討旅館內對旅客提供直接接觸與服務之人員如何形成知識分享的意圖，以及有效促動員工知識分享意願的組織與個人因素。本研究透過文獻探討、專家訪談以及問卷調查等方式，發展出與知識分享意願有關之組織文化與內部行銷量表，驗證組織文化、主動性人格、內部行銷與知識分享意願間的影響關係。本研究的貢獻在於，提出一個創新的內部行銷觀點、發展與知識分享有關之組織文化與內部行銷之構面與量表、發展影響飯店服務人員知識分享意願之模式，以及提供飯店管理者與知識分享有關之重要的管理因素，並提出對後續研究的建議。

The concept of sharing knowledge has been noticed by many scholars, however, the studies which examined knowledge sharing model of hotel's staffs are rare. This study examines how service personnel of hotel form the knowledge sharing intention and addresses organizational and personal factors which effectively inspire employees to share their knowledge. Through literature discussion and questionnaire survey, this study develops scales concerning knowledge sharing for organizational culture and internal marketing. It confirms the relationships between organizational culture, proactive personality, internal marketing, and knowledge sharing intention. This study provides enterprises with important management considerations involving knowledge sharing, and hopes to inspire employees to share their knowledge to effectively improve hotel's service quality. Finally, this study proposes suggestions for future research.

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1. 陳文蓉(2012)。轉換型領導與旅館業服務人員人格特質對知識分享意願之影響。運動休閒餐旅研究，7(3)，51-64。