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研究生:陳少屏
研究生(外文):Chen,Shao-Ping
論文名稱:服務導向知識型人才的衡量與評估-台灣中小企業之零售批發服務業為例
論文名稱(外文):The Study of Measurement and Evaluation of Application of Knowledge Service-Oriented Talent-Case of wholesaling and retailing on Small and Medium-sized Enterprises in Taiwan
指導教授:陳瑞陽陳瑞陽引用關係
指導教授(外文):Chen,Rui-Yang
學位類別:碩士
校院名稱:真理大學
系所名稱:管理科學研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2010
畢業學年度:98
語文別:中文
論文頁數:183
中文關鍵詞:服務導向行為知識管理行為服務導向知識型人才
外文關鍵詞:Service-Oriented behaviorknowledge management behaviorApplication of Knowledge Service-Oriented Talent
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在知識社會中,基本的經濟資源將不再是資本、自然資源或是勞力,而將是知識;而具有服務導向之服務人員在與顧客建立服務接觸的同時,若能使用自身的知識來滿足顧客所需的服務,則就能提供顧客更佳的服務品質。
本研究動機嘗試提出「服務導向知識型人才」的新興概念,並發展一套「服務導向知識型人才」衡量評估之量表,藉此以台灣中小企業之零售批發服務業為例,探討該如何加以培育「服務導向知識型人才」。
基於上述的原因與研究動機,本研究透過驗證性研究分析,探討下列研究問題:
一、 透過知識移轉作用,其「服務導向行為」與「知識管理行為」是否與「服務導向知識型人才」具有顯著關係?
二、 對於「服務導向知識型人才」,該如何加以定義並能與台灣中小企業零售批發服務業的其它工作成員有所區別及辨識?
三、 如何採用探索型因素分析與分析層級法之系統化方法,對「服務導向知識型人才」進行衡量與評估?
本研究的設計依據過去研究文獻,歸納彙整提出「服務導向知識型人才」研究定義及模型,透過問卷調查同專業領域之知識專家,評估其研究模型及假說之適切性;其次再分為二個階段進行研究:
一、提出「服務導向知識型人才」評量構面及其關鍵因素,透過探索型因素分析,求得「服務導向知識型人才」之衡量構面與量表。
二、採用分析層級法(analytic hierarchy process,AHP)建立「服務導向知識型人才」評估方式與標準,並輔以個案實證研究驗證個案公司內部之最佳「服務導向知識型人才」遴選。
經實證研究後發現,本研究第一部份結果其研究模型及假說都得到相當好的驗證;第二部份研究結果說明「服務導向知識型人才」其衡量標準萃取得到八個構面:知識應用、思考能力、服務創新、服務口碑、學習型組織、組織激勵、服務流程及人員培育,並發展成為「服務導向知識型人才」衡量量表;第三部份研究結果說明,「服務導向知識型人才」評估模式,最重要的為「服務導向行為」,而「服務導向行為」中,最重要的指標為「可靠性」;另外「知識管理行為」最重要的指標為「知識儲存與移轉」。此外,第三部份研究結果最後輔以個案公司人員評核結果驗證說明本部份研究結果相當吻合。
本研究的結果與驗證,在理論上主要的貢獻即是透過理論上的應用,輔以本研究架構提出「服務導向知識型人才」之模型、衡量與評估方式,給予其研究定義,並從研究結果中匯整出八項「服務導向知識型人才」衡量標準及衡量量表;其次透過層級分析法之評估方式加以驗證,發展出具有理論根據且與符合目前台灣中小企業之零售批發服務業中之「服務導向知識型人才」衡量應用。
在實務上主要的貢獻即是「服務導向知識型人才」可透過本研究結果之「服務導向行為」與「知識管理行為」兩個主要構面來加以衡量。
In today’s society, capital, labor, and natural resource are no longer the basic economic resource, but have been replaced by knowledge. The service-oriented personnel can provide high quality service if they can use their own knowledge to provide the service which the customers need.
This research attempts to propose a new concept, “Application of Knowledge Service-Oriented Talent”, and develop a measurement scale for it. Using a case study of retail and wholesale service industry of small and medium-sized enterprises in Taiwan to study how to cultivate “Application of Knowledge Service-Oriented Talent”
For these reasons and research motives above, this research will use confirmatory factor analysis to discuss questions below:
1. Through the effect of knowledge transfer, is the “service-oriented behavior” and “knowledge management behavior” has obvious relationship with the “Application of Knowledge Service-Oriented Talent”.
2. How to specify the “Application of Knowledge Service-Oriented Talent” and other personnel of retail and wholesale service industry of small and medium-sized enterprises in Taiwan?
3. How to use systematic method of Exploratory Factor Analysis (EFA) and Analysis of Hierarchy Process (AHP) to measure and estimate the “Application of Knowledge Service-Oriented Talent”?
The design of this research is in accordance with past studies and researches, concluded and proposed the research definition and model of the “Application of Knowledge Service-Oriented Talent”. Using questionnaire survey on knowledge experts in the same field to estimate the fitness of research model and hypothesis; second, divides into two main stages to research:
1. Propose the measurement dimensions and key factors for “Application of Knowledge Service-Oriented Talent”, obtain the measurement dimensions and scale for “Application of Knowledge Service-Oriented Talent” by exploration factor analysis.
2. Using Analysis of Hierarchy Process (AHP) to establish assessment methods and standard for “Application of Knowledge Service-Oriented Talent”. Examine cases in some companies, positive study for how to estimate, test and verify the best “Application of Knowledge Service-Oriented Talent” of company interior chooses.
This research finds that the research model and hypothesis, which proposed in the first research result, had been verified and obtained a good certification. The second research result explained that from the measure standard for the “Application of Knowledge Service-Oriented Talent” can obtain eight dimensions: knowledge application, thinking skills, service innovation, service impression, learning organization, organization motivation, service process and talents cultivation, combine these measurement dimensions then became a scale for the “Application of Knowledge Service-Oriented Talent”. The third research result explained that the most important part of evaluation model of the “Application of Knowledge Service-Oriented Talent” is “service-oriented behavior”, and the most important index of the “service-oriented behavior” is “reliability”; besides, the most important index of “knowledge management behavior” is “knowledge storage and knowledge transfer”. Furthermore, the third research result was examined cases with personnel appraisal in some companies; the report of investigation proved it is consistent with this research result.
The result indicates that, the main contribution, in theory, is through the application of theory, examined cases with this research structure to propose the model, measurement and estimation of the “Application of Knowledge Service-Oriented Talent”, defined the research definition; Moreover, according to the research result, concluded eight construction surfaces for measure standard and scale of the “Application of Knowledge Service-Oriented Talent”. Second, using the assessment methods of Analysis of Hierarchy Process (AHP) to verify and then develop the measurement and application of “Application of Knowledge Service-Oriented Talent” which based on theory and conform to retail and wholesale service industry of small and medium-sized enterprises in Taiwan.
The main contribution, in practice, is the “Application of Knowledge Service-Oriented Talent” which can be measured by “service-oriented behavior” and “knowledge management behavior” construction interface of this research.
目錄

圖目錄

表目錄

第壹章 緒論
第一節 研究背景
第二節 研究動機
第三節 研究問題
第四節 研究目的
第五節 研究方法與流程

第貳章 文獻探討
第一節 服務品質與服務導向的關係
第二節 知識、知識生命週期管理與知識工作者的關係
第三節 職能與績效評估的關係

第參章 研究方法
第一節、「服務導向知識型人才」模型
第二節「服務導向知識型人才」衡量模式
第三節 「服務導向知識型人才」評估模式

第肆章 研究結果
第一節 「服務導向知識型人才」模型實證結果與分析
第二節「服務導向知識型人才」衡量研究之實證結果與分析
第三節 「服務導向知識型人才」評估模式實證結果與分析

第伍章 結論與建議
第一節 研究結果與討論
第二節 理論與實務貢獻
第三節 研究限制
第四節 後續研究建議

參考文獻

附錄一 「服務導向知識型人才」模型驗證研究問卷
附錄二 「服務導向知識型人才」的衡量研究問卷
附錄三 「服務導向知識型人才」的評估指標研究問卷
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