知識管理、組織學習對服務行為之關聯性研究－以SGS台灣檢驗科技公司為例

A Study of the Relationships of Knowledge Management and Organization Learing on Service Behavior: In SGS Taiwan Co., Ltd.

張巧微(Chiao-Wei Chang)；蘇建勳(Chien-Hsun Su)；趙婷婷(Ting-Ting Chao)

知識管理 ； 組織學習 ； 服務行為 ； 組織溝通 ； Knowledge management ； Organization learning ； Service behavior ； Organization communication

致理學報

34期:商業與管理特刊（2014 / 07 / 01）

873 - 914

繁體中文

服務是核心、是關鍵，服務已經主宰經濟發展，無論是傳統產業或新興產業，尤其是檢驗認證業，透過服務創造附加價值已成為競爭的基本籌碼，如何跨越技術與產品創新的層次，向更高層次的服務整合發展？企業越來越重視與顧客發展長期且緊密的互動關係，企業間的競爭已由強調產品差異化轉變到服務差異化。因此，本研究旨在探討台灣檢驗科技公司知識管理、組織學習對服務行為之影響關係。本研究以SGS-Taiwan北中南分公司之第一線服務人員為研究對象，以線上問卷調查方式取得研究樣本；於全台回收有效問卷共216份；使用套裝軟體SPSS V.19 作為資料分析工具，將所獲得之樣本資料以階層迴歸分析方法驗證本研究假說，本研究的結果顯示出：1.知識管理與組織學習有顯著正相關；2.組織學習對服務行為有顯著正相關；3.知識管理與服務行為有顯著正相關；4.組織學習對知識管理與服務行為間具有完全中介效果；5.組織溝通在知識管理與組織學習間不具有干擾效果，最後依研究結果提出管理意涵及建議，以供實務上應用之參考。

Service is the core and the key point which dominated the economic development, no matter in traditional industry or new industry, especially in inspection and certification industry. To create added value through service has become the basic chips for competition. What is the new development trend? Enterprises pay more and more attention on how to develop long term and close interactive relationship with customers. Competition among enterprises has transferred from emphasizing product difference to service difference. So, this research is aimed at the study of the relationships of knowledge management and organization learning on service behavior in SGS Taiwan Co., LTD.This research takes the first line service people as the target in SGS Taiwan Co., LTD. and gets research samples through online questionnaires. To take back 216 effective questionnaires, to use package software SPSS V.19 as the data analysis tool, and to analyze the obtained sample data through hierarchical regression analysis to verify this research's Hypothesis. This research's result indicates that: 1. Knowledge management has significant positive correlation to organization learning. 2. Organization learning has significant positive correlation to service behavior. 3. Knowledge management has significant correlation to service behavior. 4. Organization learning has fully intermediary effect between knowledge management and service behavior. 5. Organization communication doesn't have interference effects between knowledge management and organization learning. Finally, submit management opinion and suggestion upon the research result, for practical application reference.