結論與建議 - 公部門知識分享與組織協同作業之研究(I)

壹、強化知識分享的認知與態度

政府組織成員對於知識分享態度所抱持著正面價值認知愈高，則組織成員採行知識分享行為的意圖也就愈高。故若要員工產生知識分享行為，則必須先培養員工對於知識分享應有的認知與態度。本研究利用員工職位差異進行分析，發現主管的知識分享行為比起員工來說還要高，也就是說主管們比較常常去實行知識分享的行為。因此，上行未下效的知識分享難以推動知識管理及塑造知識分享的文化。故本研究建議應透過教育訓練以及高階主管的宣示，以強化員工的知識分享態度與認知。本研究也透過官職等的差異發現，具有薦任身分的員工比起委任身分的員工較有知識分享的意圖，因此市府可以根據職等與職位的不同來設計知識管理之相關的教育訓練，具有委任而非主管職的員工將會是接受知識管理教育訓練之主要對象，以提升市府基層員工的知識分享態度與認知。

貳、設計公平完善的知識分享報酬制度

就知識分享的外在報酬而言，就主管職與非主管職而言，主管職對於知識分享的外在報酬比非主管職的員工還要不認同，認為當自己分享自己的知識時，得到較好的工作、獲得職務上升遷、薪資、獎金、考績、以及更多的工作保障都並非是促成知識分享行為的主要動機。其主要原因在於主管職的同仁認為知識分享乃是樂於助人的內在行為，而非由外在制度給於壓力而產生的行為。就年齡層的差異而言，反而年紀較輕的員工(18歲至35歲)對於年紀稍中的員工(36至45歲)還要重視知識分享的外在報酬。因此研究建議在知識分享的報酬制度設計上，主管職的知識分享行為應給予更多的讚揚與聲譽，而非外在的金錢報酬誘因。並針對年輕的市府員工更多元與差異化的經濟報酬來誘使他們知識分享。綜上所述，可以得知強調外在報酬並非單純能助於知識分享行為的產生。故本研究建議市府在擬定出報酬和誘因制度時，應明確清楚地說明知識分享後所獲得的合理回饋，讓

願意分享知識的員工得到合理的報酬。另外應將知識分享行為列為績效評估的項目之一，並利用360度評估方式，讓主管與同事和下屬來評估該名員工的知識分享行為，讓知識分享行為的評估能兼顧量與質。

参、增加員工彼此非正式的互動機會

根據研究發現，員工的教育程度愈高，則其預期互惠認知也愈高，根據事後比較發現，具有碩博士學位之員工對於預期互惠認知是大於具有高中學位之員工。此外具有薦任身分的員工相較於委任身分的員工，他們更認為知識分享更可以為他們帶來更好的人際關係與互惠。這種互惠關係的建立，係透過人與人之間的互動過程。在部門內應培養團隊認同感，強化同仁彼此之間的互惠關係與信任感。在跨部門間應提供非正式的溝通機會，讓員工能夠彼此相互交流以增加互惠關係。

就預期互惠來說，

肆、塑造支持分享的組織氣候

市府員工普遍認同，在其所身處的機關單位中，都存有彼此合作與團隊精神的組織規範與氣候。然而，市府員工認為在自己身處的機關單位中，有公開解決衝突、容忍錯誤的規範分以及重視與回應多元意見和價值的認知不高。本研究建議，主管的領導應採取開放創新的方式，在制度上應重視多元意見與價值，以及主管與員工同仁之間應該彼此有容忍錯誤的組織規範與氣候存在。

五、提升資訊科技應用的能力

根據研究發現，年輕且教育程度高的市府員工對於資訊科技應用能力的認知是偏高的。故本研究建議市府可以針對教育程度較低以及年紀較長的同仁們，接受資訊科技應用的相關教育訓練。此外根據研究發現市府員工日常工作使用的資訊科技為網際網路和email，對於電子論壇系統這項資訊科技工具而較少使用，

可能目前公務機關仍維持傳統的正式會議討論，較少利用電子論壇系統來討論事

項，另一原因可能是虛擬的線上網絡社群尚未廣泛普及於政府組織當中，而另一原因在於有些機關單位不鼓勵員工使用線上資訊通訊科技例如MSN 等，認為這些工具的使用可能會影響日常的辦公。本研究建議市府應鼓勵員工善用資訊科技之便，來使組織內部的資訊流通與分享無阻，例如討論區以及資訊通訊科技的使用，都將便於組織內部資訊水平與垂直的傳遞。市府也應建立知識庫，以利於經驗豐富的員工能將其行政經驗儲存在知識庫中，方便新任員工或代理職務人可以將其知識轉移與學習。

中文參考文獻

吳明隆 (2006)。《結構方程模式-SIMPLIS 的應用》，台北：五南圖書出版股份有限公司。

吳明隆、涂金堂(2006)。《SPSS 與統計分析應用》(第二版)，台北：五南圖書出版股份有限公司。 用:Graphics & Basic》(初版)，台北：心理出版社股份有限公司。

周子敬 (2006)《結構方程模式(SEM)-精通 LISREL》(初版)，台北：全華科技圖書股份有限公司。

周文賢(2004)。《多變量分析：SAS/STAT 使用方法》(初版)，台北：智勝文化事業有限公司出版社。

林震岩(2006)。《多變量分析：SPSS 的操作與應用》(初版)，台北：智勝文化事業有限公司。

邱皓政 (2004) 《結構方程模式 LISREL 的理論、技術與應用》(初版)，台北：

雙葉書廊有限公司。

邱皓政 (2005) 《量化研究法(二)-統計原理與分析技術》(初版)，台北：雙葉書廊有限公司。

邱志銘(2007)。《政府組織成員知識分享行為及其意圖之研究-以台北市政府一級

傅岳邦(2005)。〈公共組織的知識管理：一個整合性的觀點〉，人事月刊，第 40 卷，第1 期，第 10-23 頁。

劉宜君，(2004a)，公部門知識管理之探討：理論與實務分析，台北：韋伯文化。

劉宜君，(2004b)，〈政府部門應用知識網絡之研究─ 以阿瑪斯號洩油事件為例之分析〉，公共行政學報，第十三期，第27~58 頁。

劉宜君(2006)。〈社會網絡與公部門個人知識管理之分析〉，考銓季刊，第 48 期，第64-76 頁。

樂為良譯(Bill Gates 原著)(1998)。《數位神經系統－與思考等快的明日世界》，

台北：商周出版。

黎家銘(2003)。「政府部門推動知識管理之關鍵成功因素探討—以高雄市政府為例」，國立中山大學公共事務管理學系碩士論文，未出版，高雄市。

賴世培等(1996)。《民意調查》，台北：空大。

蕭乃沂、黃東益、陳敦源，(2002)〈資料探勘於行政知識管理的應用〉。法政學報，第 14 期，頁 55-74。

英文參考文獻

Ajzen, I. and Fishbein, M. (1977)“Attitude-Behavior Relations: A Theoretical Analysis and Review of Empirical Research, ” Psychological Bulletin, 84:888-918.

Ajzen, I. (1985) “From Intentions to Actions: A Theory of Planned Behavior”. In J.

Kuhl & J. Beckman (Eds.), Action Control: From Cognition to Behavior, Heidelberg: Springer.

Ajzen, I. (1989) “Attitude Structure and Behavior,” in A. R. Pratkanis, S. J. Breckler and A. G. Greenwald (Eds.), Attitude Structure and Function, Lawrence

Erlbaum Associates, Hillsdale, NJ.

Ajzen, I. (1991) “The Theory of Planned Behavior,” Organizational Behavior and

Human Decision Processes, 50(1):179-211.

Ajzen, I. (2002), “Constructing a TPB Questionnaire: Conceptual and Methodological Considerations,” [Online]. Available: http://

http://www.people.umass.edu/aizen/tpb.html/pdf/tpb.measurement.pdf (May 15, 2006)

Alavi, M., and Leidner, D. E. (2001) “Review: Knowledge Management and Knowledge Management Systems: Conceptual Foundations and Research Issues,” MIS Quarterly, 25(1):107-136.

Andreas Riege (2005)“Three-Dozen Knowledge-Sharing Barriers Managers must Consider,＂Journal of Knowledge Management , 9(3):18-35.

Anderson and Gerbing(1988),"Structural Equation Modeling In Practice:A Review and Recommended Two-Step Approach ",Psychological

Bulletin ,Vol.103,No3.pp.411- 423

Arthur Anderson Business Consulting, (1999). Zukai Knowledge Management.

Japan: TOYO KEIZAI INC.

Bagozzi, R. P., & Yi, Y. (1988)“On the Evaluation of Structural Equation Models,”

Journal of the Academy of Marketing Science, 16(1):74-94.

Bartol, K. M. and Srivastava, A. (2002) “Encouraging Knowledge Sharing: The Role of Organizational Reward Systems,” Journal of Leadership and Organizations

Studies, 9(1):64-76.

Bhatt, G.D.(2001)“Knowledge Management in Organization: Examoning the Interaction Between Technology, Techniques, and People,＂Journal of

Knowledge Management , 5(1):68-75.

Beckman, T.(1997)Implementing the Knowledge Organization in Government, presented in the 10th National Conference on Federal Quality.

Blau, P. M. (1964) Exchange and Power in Social Life. New York: Wiley.

Bock, G. W. and Kim, Y. G. (2002)“Breaking the Myths of Rewards: An Exploratory Study of Attitudes about Knowledge Sharing,” Information

Resources Management Journal ,15(2):14-21.

Bock, G.. W. ,Zmud, R. W. ,Kim, Y. G.. and Lee, J. N. (2005)“Behavioral Intention Formation in knowledge Sharing:Examining the role of extrinsic motivators , social-psychological forces , and organizational climate,＂MIS Quarterly, 29(1):87-111.

Bock, G. W., Kankanhalli, A. and Sharma, S (2006) “Are Norms Enough? The Role of Collaborative Norms in Promoting Organizational Knowledge Seeking,”

European Journal of Information Systems,15(4):357-367.

Boisot, M . (1995) Information space: A framework for learning in organizations,

institutions and culture . London: Routledge.

Bruner, J. S. (1990) Acts of meaning , Cambridge, MA: Harvard University Press.

Burt, R. S. (1992) Structural holes: The social structure of competition, Cambridge, MA: Harvard University Press.

Bagozzi and Yi（1998）, “On the evaluation of Structure Equation Models”, Journal

of the Academy of Marketing Science, Vol.16, pp. 74-94.

Burton-Jones, Alan (1999)The Rise of Knowledge Capital, Oxford University Press.

Beckman, T.(1997)Implementing the Knowledge Organization in Government, presented in the 10th National Conference on Federal Quality.

Cabrera, A. and Cabrera, E.F. (2002) “Knowledge Sharing Dilemmas,” Organization

Studies, 23(5): 687–710.

Cabrera, E. F. ,and Cabrera, A. (2005)“Fostering Knowledge Sharing through People Management Practices,” The International Journal of Human Resource

Management ,16(5):720-735.

Cabrera, A., Collins, W.C. and Salgado, J. F. (2006) “Determinants of Individual Engagement in Knowledge Sharing,” The International Journal of Human

Resource Management, 17(2):245-264.

Chennamaneni, A(2006)“Determinants of Knowledge Sharing Behaviors:

Developing and Testing an Integrated Theoretical Model,＂Unpublished

doctoral dissertation, The University of Texas at Arlington ,United States ,Texas.

Cheney, G. (1983)“ Meanings of Organizational Membership: A Field Study of Organizational Identification,＂Communication Monographs, (50):342-362.

Chiu, Chao-Min., Meng-Hsiang Hsu and Eric T.G. Wang.(2006)“Understanding Knowledge Sharing in Virtual Communities: An Integration of Social Capital and Social Cognitive Theories,＂Decision Support Systems,42:1872-1888.

Chin, W. (1998)“Issues and Opinion on Structural Equations Modeling”, MIS

Quarterly,22(1):vii-xvi.

Chin, W. W. (1998) “The Partial Least Squares Approach to Structural Equation Modeling,” In Modern Methods for Business Research(pp.295-336), G. A.

Marcoulides (ed.) , Lawrence Eribaum Associates, Mahwah, NJ.

Chin, W. W., and Todd. P. A.(1995) “On the Use, Usefulness, and Ease of Use of Structural Equation Modeling in MIS Research: A Note of Caution,” MIS

Quarterly ,19(2):237-246

Chin, W.W., Newsted, P.R. (1999)“Structural Equation Modeling Analysis with Small

Samples Using Partial Least Squares,”in Hoyle, R.R. (Eds),Statistical

Strategies for Small Sample Research(pp.307-341), Sage Publications,

Thousand Oaks, CA.

Costigan, R. D., Itler, S. S. and Berman, J. J., (1998)“A Multi-Dimension of Trust in Organization,” Journal of Managerial Issues, 6(3): 303-317.

Connelly, C. E., and Kelloway, K.(2003) “Predictors of Employees’ Perceptions of Knowledge Sharing Cultures,” Leadership & Organizational Development

Journal, 24(5/6): 294-301.

Constant, D., Kiesler, S., and Sproull, L. (1994) “What's Mine is ours or Is it? A Study of Attitudes About Information Sharing,” Information Systems Research, 5(4): 400-421.

Coleman, J. S. (1990) Foundations of Social Theory, Cambridge, MA: Belknap Press of Harvard University Press.

Cook S.D.N & Brown J. S(1999), “Bridging Epistemologies. The Generative Dance between Organizational Knowledge and Organizational Knowing”,

Organization Science, Vol.10, No. 4, July-August, pp.381-400

Connelly, C.E. and Kelloway , E.K. (2003), “Predictors of employees’ perceptions of knowledge sharing culture”, Leadership and Organizational Development

Journal , Vol. 24 , No. 5, pp. 294-301.

Guest, D. and Conway, N. (1997), Employee Motivation and the Psychological

Contract, IPD, London.

Davenport, T . and Prusak, L . (1998) Working Knowledge, Harvard Business School Press, Cambridge, MA .

Darroch, J. and McNaughton , R. (2002), “Examining the link between knowledge management practices and type of innovation”, Journal of Intellectual Capital , Vol. 13, No. 3, pp: 210-22.

Dalkir , K(2005) Knowledge Management in Theory and Paractice , Elsevier .New York

De Vells, R. F.(1991)Scale Development :Theory and Applications . Newbury Park,

CA :Sage

Davenport, T.H., De Long, D.W. and Beers, M.C. (1998), ‘‘Successful knowledge management projects’’, Sloan Management Review, Vol. 39 No. 2, pp. 43-57.

Davis, F. D., Bagozzi , R.P., Warshaw, P. R .(1989)User Acceptance Of Computer Technology. A Comparison Of Two, Management Science, Vol.35,No. 8,pp.

982-1003.

Demarest, M.(1997)“Understanding Knowledge Management＂Long Range

Planning,Vol.30,No.3.pp.374-384.

Earl, M.(2004)“Knowledge Management Strategies: Towards a Taxonomy,＂

Knowledge Management Research and Practice, 18(1):215-233.

Evangelou, C and Karacapilidis, N. (2005) “On the Interaction between Humans and Knowledge Management Systems: a Framework of Knowledge Sharing

Catalysts,” Knowledge Management Research and Practice, 3(4):253-261.

Fazio, R. H.(1986) “How Do Attitudes Guide Behavior?” in R. M. Sorrentino and E.T.

Higgins (Eds.), Handbook of Motivation and Cognition: Foundations of Social

Behavior. New York: Guilford Press.

Fazio, R. H. (1989) “On The Power and Functionality of Attitudes: The Role of Attitude Accessibility,” in A. R. Pratkanis, S. J. Breckler, and A. G.

Greenwald(Eds.), Attitude Structure and Function, Hillsdale, NJ: Erlbaum . Fazio, R. H. (1990) “Multiple Processes by Which Attitudes Guide Behavior: The

MODE Model as An Integrative Framework,” in M. P. Zanna (Ed.). Advances

in Experimental Social Psychology (Vol. 23), New York: Academic Press.

Fishbein, M ., and Ajzen, I . (1975) Belief, Attitude, Intention, and Behavior: An

Introduction to Theory and Research, Reading. MA: Addison-Wesley.

Fornell, C. and Larcker, D.F. (1981) “Evaluating Structural Equation Models with Unobservable Variable Variables and Measurement Error,” Journal of

Marketing Research, 18(1):.39-50.

Fukuyama, F. (1995) Trust: Social virtues and the creation of prosperity. London:

Hamish Hamilton.

Goodman, P. S., and Darr, E. D.(1998) “Computer-Aided Systems and Communities:

Mechanisms for Organizational Learning in Distributed Environments,” MIS

Quarterly, 22(4): pp.417-440.

Gaski, J. F. and Nevin, J. R. (1985), “The differential effects of exercised and unexercised power sources in a marketing channel,” Journal of Marketing

Management Research, Vol. 22, No. 2, pp. 130-142.

Hair, J. F. , Black, B. , Babin, B. , Anderson, R. E. and Tatham, R. L. (1998)

Multivariate data analysis (5th), Prentice Hall.

Hair, J. F. , Black, B. , Babin, B. , Anderson, R. E. and Tatham, R. L. (2006)

Multivariate data analysis (7th), Prentice Hall.

Hendriks, P. (1999) “Why Share Knowledge? The Influence of ICT on the Motivation for Knowledge Sharing”, Knowledge and Process Management , 6(2):91-100.

Henrry, N. (1999) Public Administration and Public Affairs (7th), New Jersey:

Prentice-Hall.

Hill, C. W. L., and Jones, R .G(2004) Strategic Management Theory: An Integrated

Approach ,New York : Houghton Mifflin Company.

Hidding and Catterall,(1998) “Anatomy of a Learning Organization: Turning Knowledge into Capital at Anderson,” Knowledge and Process Management, vol. 5, pp. 3-13.

Hislop, D. (2003) “Linking Human Resource Management and Knowledge Management via Commitment,” Employee Relations, 25(2): 182-202.

Homans, G. C. (1961) Social Behavior: Its Elementary Forms, New York:

Harcourt, Brace and Jovanovich.

Homans, G. C. (1974) Social Behavior: Its Elementary Forms (rev. ed.), New York:

Harcourt, Brace and Jovanovich.

Huysman, M., and de Wit, D. (2004) “Practices of Managing Knowledge Sharing:

Towards a Second Wave of Knowledge Management,＂Knowledge and Process

Management,11(2):81-92.

Hansen, M. (1996) Using the wisdom of others: Searching for and transferring

knowledge , Presentation at the London Business School.

Ibarra, H. (1992)“Structural Alignments, Individual Strategies, and Managerial action: Elements Toward a Network Theory of Getting Things Done＂. In N.

Nohria & R. G. Eccles (Eds.), Networks and organizations: Structure, form and

action (pp.165-188). Boston: Harvard Business School Press.

Ipe, M.(2003)“Knowledge Sharing in Organizations：A Conceptual Framework,＂

Human Resource Development Review,2(4):337-359.

Johnny C.F. So.and Bolloju, N.(2005)“Explaining the Intentions to Share and Reuse Knowledge in the Context of IT Service Operations,＂Journal of Knowledge

在文檔中公部門知識分享與組織協同作業之研究(I) (頁 96-115)